Work with Flows

Flows allow you to create a visual representation of a conversation between your bot A software application that handles customer interactions in place of a live human agent. and a contact The person interacting with an agent, IVR, or bot in your contact center.. You can build a flow by adding contact messages and bot responses. Bot responses in flows are made up of one or more bot actions, just as they are in stories Used to train bot for interaction handling based on intent and context. or rules Used to define bot's response to messages that don't change with context..

Changes to your flow are saved automatically.

Create a Flow

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.
Click the Flows tab.
Locate the folder your new flow should go in. You can also click the plus sign , enter a name, and press Enter.
Click Create flow.
On the flow canvas, click the plus sign and select Intent.

You can also begin your flow with any of the bot actions What the bot can do on its turn in the conversation, such as send a message or fill a slot. available in the menu. If this flow will only ever be triggered by another flow, such as with a button or quick reply, you can use a bot action to start the flow. If the bot needs to choose this flow based on the context of the conversation, it should start with the Intent action.
In the Customer may say field, enter a message a contact might send in the scenario you're working on, then press Enter. Bot Builder analyzes the message and displays its intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. prediction with its confidence level for that prediction.
If the predicted intent is correct, click the checkmark . If it's not, click the predicted intent to expand the list, then select the correct intent and click the checkmark . You can also click the trash can in the field to delete the message and try again.
Click the plus sign and choose an action as the bot's response. All available options except Intent are bot actions.
Configure the selected bot action following the directions on the Add Bot Responses for Flows page.
Add other bot actions to the bot's responses, if necessary.
If the bot's response includes added quick replies or buttons that trigger intents, complete the flow for those branches. Add bot actions and other contact messages (Intent actions) until each branch ends.
Continue the flow by adding other intents and bot responses to every branch you create. Only add intents that fit within the context of the flow.
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.

Flow Designer Controls

The flow designer canvas offers a number of controls to help you. You can use these at any time when creating contact and bot messages.

When you hover over blank parts of the canvas, the cursor appears as a hand . You can use the hand to grab the canvas and move it around to quickly see a different part of the flow. The flow mini-map in the lower right corner shows you where the flow bubbles you're viewing are in relation to the whole canvas. This can be very helpful when you're working on long or complex flow designs.
When you hover over a message bubble, two icons appear to the left of the bubble. Click the six vertical dots to move that bubble on the canvas. The bubble maintains its connections to the rest of the flow. Click the trash can to delete that bubble.

If you delete a bubble that starts a branch, you will delete the entire branch. A confirmation dialog helps you avoid doing this by accident.
Under each message bubble is a small clock . Click this icon to set a number of seconds for which your bot should appear to be typing. This can help make the bot seem more personal to the contact. If you use smart typing, the word Auto appears next to the clock.
Click the plus or minus on the toolbar at the bottom of the page to zoom in or out.
Click the four arrows pointing at each other on the toolbar at the bottom of the page to center the canvas on your flow.
Click the lock to on the toolbar at the bottom of the page to prevent changes from being made to the flow.
Use your mouse wheel to zoom in and out on the flow canvas view.