Add Rich Messaging Content to Flows

Rich messaging content includes options such as buttons, images, links, and so on. You can add rich message content to your bot's responses. Rich messaging options are supported in stories Used to train bot for interaction handling based on intent and context., rules Used to define bot's response to messages that don't change with context., fallback A plain text alternative sent when the destination doesn't support rich media., and flows A graphical representation of a conversation used to train a bot.. The steps on this page describe how to add rich messaging content to flows. If you're working stories, rules, or fallback, you can learn how to add rich messaging options on the Add Rich Messaging Content to Dialogues and Fallback page.

Some channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. don't support rich content. You can define a default rich messaging fallback A plain text alternative sent when the destination doesn't support rich media. for each rich messaging content type. You can also override the default in individual bot responses.

Glossary

Concept	Definition	Example	What the Bot Does
Utterance	Anything a contact says in an interaction. Sometimes called a message.	"I lost my password." "What is my balance?" "Are you a bot?"	The bot uses Natural Language Understanding (NLU) to analyze each contact utterance to determine its meaning, or intent.
Intent	What the contact wants to communicate or accomplish. Every message the contact sends has an intent.	"I lost my password" has the intent of "reset password". "Hello" has the intent of "greeting".	The bot analyzes a contact's message using NLU This process expands on Natural Language Processing (NLP) to make decisions or take action based on what it understands. to determine the intent. Once it knows that, it can respond with a message of its own. You configure the response you want the bot to use for each intent.
Entity	A defined piece of information in a contact's message.	Person or product name, phone number, account number, location, and so on.	The bot uses NLU to identify entities in a contact's message. Entities help the bot understand what the contact's message means.
Slot	An entity extracted from a contact's message and saved for use in bot responses. Similar to a variable.	Creating a slot for contact name lets the bot use that name in responses during an interaction, making it more personal.	When configured to do so, the bot extracts an entity from a contact message and saves it in a slot. You can have the bot use this information later in the conversation.
Rule	Defines a bot's response to messages that don't change meaning with context.	Single-turn interactions with fixed responses: What are your hours? What is your address? Conversation building blocks: Greetings, good-byes, thank yous and transitions; simple yes/no questions; and acknowledgments. Bot Builder comes with default intents and rules for several of these, including greetings, handover The transfer of a contact from a bot to a live agent. requests, and more. FAQs Insults and classic bot challenges	Rules are one of two ways you can configure how the bot responds to an intent. Rules are useful for certain kinds of intents, but not all intents.
Story	Trains a bot to handle an interaction based on message intent and conversational context.	In an interaction about a forgotten password, the bot would respond to, "How do I do that?" in one way. If the interaction were about creating a new account, the response would be quite different even though in both cases the contact is using the same words with the same intent—to get more information.	Stories are the second of two ways you can configure how the bot responds to an intent. Stories teach the bot how to use the context of the conversation to respond appropriately.
Bot Action	Anything a bot says or does while handling an interaction.	In an interaction about a forgotten password, the bot responds by sending the link to the password reset FAQ on the website. When a contact expresses frustration, such as "I don't understand! It's not working!!!" the bot responds with "I'm sorry. Would you like me to transfer you to a human agent?" When the contact says yes, the bot initiates the transfer.	Actions are the options you have when defining how you want the bot to respond to each intent. They give you the flexibility to configure each response to achieve the outcome that meets the contact's needs.

Add Buttons

Buttons are an add-on to Message bot action and can trigger an intent or open a URL. You can add one or more buttons to your bot response. In addition to adding buttons to a Message bot action, you can also add them to a Card.

You cannot add both buttons and quick replies to a message. If you add one option and then decide you want to use the other option, you must delete the whole message bubble and add a new one.

These steps describe how to add buttons to bot responses in flows A graphical representation of a conversation used to train a bot.. If you're working stories Used to train bot for interaction handling based on intent and context., rules Used to define bot's response to messages that don't change with context., or fallback A plain text alternative sent when the destination doesn't support rich media., you can learn how to add this option.

In CXone Mpower, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
On the Flows tab, click the flow you want to work with.
On the flow canvas, locate the place where you want to add a bot response.
Click the plus sign and select Message.
Enter the message text you want the bot to send the contact The person interacting with an agent, IVR, or bot in your contact center..
Click Button in the bot response message on the canvas.
Double-click the default New Button text in the button that appears on the message bubble, then enter your new label text. One of the branches from the message bubble now has a label that matches the button label you added.

Click the plus sign A plus sign in a circle. on the labeled branch and select whether you want the button to Start Flow, Open URL, or Trigger Intent.

Learn more about fields in this step

Field	Details
Start Flow	This branch of the conversation jumps to another flow. This changes the bot's context to the new flow.
Open URL	This branch of the conversation opens a URL in the browser.
Trigger Intent	This branch of the conversation triggers an intent. The intent occurs within the context of the current flow.

Configure the button:
- To configure the button to start another flow, click Select Flow in the bubble that appears and click the flow you want to jump to. If the flow you want doesn't exist yet, you must create it first.
- To configure the button to open a URL, enter the URL in the Type URL field that appears and press Enter. The URL must be complete, including the http:// or https://.
- To configure the button to trigger an intent, enter an example of what contacts say to trigger the intent in the Customer may say field, then press Enter. Confirm the bot's intent prediction or select the correct intent. If the intent you want doesn't exist yet, you must create it first.
Add another button, if needed.
Click rich message fallback to customize the fallback response if the message is being sent over a channel that doesn't support this rich content Elements in digital messaging such as buttons, images, menus, and option pickers. type.
For any button that triggers an intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., complete the flow for that branch. You must add bot actions and contact messages (Intent actions) until the branch ends. Remember to keep the flow of each branch within the context of the first intent in this flow.
To move the action bubble associated with a button on the flow canvas, grab the stacked dots and drag the bubble to a new location.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change.

Add Quick Replies

Quick replies are a list of possible replies the contact can choose from. They're often used to help clarify or narrow down the intent. You can add one or more quick replies to your Messages bot action.

You cannot add both buttons and quick replies to a message. If you add one option and then decide you want to use the other option, you must delete the whole message bubble and add a new one.

These steps describe how to add quick replies to bot responses in a flow A graphical representation of a conversation used to train a bot.. If you're working stories Used to train bot for interaction handling based on intent and context., rules Used to define bot's response to messages that don't change with context., or fallback A plain text alternative sent when the destination doesn't support rich media., you can learn how to add this option.

In CXone Mpower, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
On the Flows tab, click the flow you want to work with.
On the flow canvas, locate the place where you want to add a bot response.
Click the plus sign and select Message.
Enter the message text you want the bot to send the contact The person interacting with an agent, IVR, or bot in your contact center..
Double-click the default New Quick Reply text in the quick reply field that appears in the message bubble, then enter your new label text and press Enter. One of the branches from the bot response now has a label that matches the label you added.

Click the plus sign A plus sign in a circle. on the labeled branch and select whether you want the quick reply to Start Flow or Trigger Intent.

Learn more about fields in this step

Field	Details
Start Flow	This branch of the conversation jumps to another flow. This changes the bot's context to the new flow.
Trigger Intent	This branch of the conversation triggers an intent. The intent occurs within the context of the current flow.

Configure the quick reply:
- To configure the quick reply to start another flow, click Select Flow in the bubble that appears and click the flow you want to jump to. If the flow you want doesn't exist yet, you must create it first.
- To configure the quick reply to trigger an intent, enter an example of what contacts say to trigger the intent in the Customer may say field, then press Enter. Confirm the bot's intent prediction or select the correct intent. If the intent you want doesn't exist yet, you must create it first.
Add another quick reply, if needed.
Click rich message fallback to customize the fallback response if the message is being sent over a channel that doesn't support this rich content Elements in digital messaging such as buttons, images, menus, and option pickers. type.
For any quick reply that triggers an intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., complete the flow for that branch. You must add bot actions and contact messages (Intent actions) until the branch ends. Remember to keep the flow of each branch within the context of the first intent in this flow.
To move the action bubble associated with a quick reply on the flow canvas, grab the stacked dots and drag the bubble to a new location.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change.

Add a Card

Cards combine images, structured text, and buttons into one message. These steps describe how to add a card to bot responses in flows. If you're working stories Used to train bot for interaction handling based on intent and context., rules Used to define bot's response to messages that don't change with context., or fallback A plain text alternative sent when the destination doesn't support rich media., you can learn how to add this option.

In CXone Mpower, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
On the Flows tab, click the flow you want to work with.
On the flow canvas, locate the place where you want to add a bot response.
Click the plus sign and select Cards.
Click Select the image, navigate to and select the image you want to use, then click Open.
Enter a Title and a Description for the card.
Click New Button to add each of the buttons you want this card to have. The card has one button by default.
Configure each button and complete all new flow branches, if applicable.
Click rich message fallback to customize the fallback response if the message is being sent over a channel that doesn't support this rich content Elements in digital messaging such as buttons, images, menus, and option pickers. type.
To move this bot action on the flow canvas, grab the stacked dots and drag the bubble to a new location.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change.

Add Multimedia

The Multimedia bot action lets you have the bot send images, GIFs, videos, and so on to the contact. These steps describe how to add multimedia to bot responses in flows. If you're working stories Used to train bot for interaction handling based on intent and context., rules Used to define bot's response to messages that don't change with context., or fallback A plain text alternative sent when the destination doesn't support rich media., you can learn how to add this option.

In CXone Mpower, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
On the Flows tab, click the flow you want to work with.
On the flow canvas, locate the place where you want to add a bot response.
Click the plus sign and select Multimedia.
Click Select the file, navigate to and select the image you want to use, then click Open.
Click rich message fallback to customize the fallback response if the message is being sent over a channel that doesn't support this rich content Elements in digital messaging such as buttons, images, menus, and option pickers. type.
To move this bot action on the flow canvas, grab the stacked dots and drag the bubble to a new location.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change.

Add a Rich Link

Rich links are links that include a clickable image. These steps describe how to add a rich link to bot responses in flows. If you're working stories Used to train bot for interaction handling based on intent and context., rules Used to define bot's response to messages that don't change with context., or fallback A plain text alternative sent when the destination doesn't support rich media., you can learn how to add this option.

In CXone Mpower, click the app selector and select Bot Builder.
Click the bot you want to work with.
Click Dialogues in the left icon menu.
On the Flows tab, click the flow you want to work with.
On the flow canvas, locate the place where you want to add a bot response.
Click the plus sign and select Rich Link.
Click Select the image, navigate to and select the image you want to use, then click Open.
Enter a Title for the rich link.
Enter the URL and press Enter.
Click rich message fallback to customize the fallback response if the message is being sent over a channel that doesn't support this rich content Elements in digital messaging such as buttons, images, menus, and option pickers. type.
Click the clock to modify the amount of time the typing indicator displays before this message is sent. If smart typing is enabled for this bot, you can click Auto to override the default.
To move this bot action on the flow canvas, grab the stacked dots and drag the bubble to a new location.
When you're finished making changes, click Train and Stage to update your bot model Version of a bot that has been trained and staged to test this change.