Elements

The Elements section within AI Studio allows you to enhance the agent's workflows by configuring reusable UI components that can be triggered through Rules. Rules let you define conditions like keywords, timing, or speaker roles that trigger actions during live interactions. When a rule is triggered, it activates an Element, which appears in the agent’s interface to guide their response. These elements allow you to deliver structured, real-time guidance to agents based on live customer interactions. Following is the list of elements you can use,

Text Card Element: You can create text cards to display important information to agents during interactions. Text cards are visually rich and customizable with icons, colors, body text, and links. They help agents respond accurately and consistently by providing predefined guidance.

Guided Capture Element: Use this to build structured interview flows. You can define sections, questions, and branching logic—ideal for guided data collection like insurance claims, mortgage applications, or troubleshooting steps.

Adaptive Card Element: If you need to display structured data from external systems (like CRM records), configure adaptive cards using JSON schemas. These cards offer more flexibility than plain text and support interactive content.
Checklist Card Element: Use this element when you want agents to follow a consistent sequence of steps, such as escalating issues, opening tickets, or updating CRM notes. This element allows you to guide agents through a predefined set of actions during an interaction. Each item in the checklist can be triggered based on keywords, timing, or the party speaking. Agents can mark each item as complete as they work through the interaction.

Manage Elements

Click the app selector and select AI Studio > Elements. The application displays the Elements interface.

Create New Text Card Element

In the Elements interface, click Add Copilot Elements.
In the General tab, do the following:
1. In the Name field, enter a descriptive name for the element.
2. In the Description field, provide a summary of the element’s purpose.
3. Use the Notes field to add any internal comments or instructions.
4. From the Division menu, select the appropriate division.
  
  Once saved, the division cannot be changed.
5. From the Type menu, select Text Card.
In the Configuration tab, do the following:
1. In the Card Icon field, select an icon that represents the card.
2. In the Icon Color field, select a color for the icon.
3. In the Background Color field, choose a background color for the card.
4. In the Title field, enter a title for the card.
5. You can also add URLs for additional resources:
  - URL: Enter the link.
  - URL Label: Enter a descriptive label for the link.
  - Click Add URL to include multiple links.
Click the Preview tab to review how the text card will appear to agents.
Click Save as Draft to save without activating the text card.
Click Save and Activate to make the card available immediately.

Create New Adaptive Card Element

In the Elements interface, click Add Copilot Elements.
In the General tab, do the following:
1. In the Name field, enter a descriptive name for the element.
2. In the Description field, provide a summary of the element’s purpose.
3. Use the Notes field to add any internal comments or instructions.
4. From the Division menu, select the appropriate division.
  
  Once saved, the division cannot be changed.
5. From the Type menu, select Adaptive Card.
In the Configuration tab, do the following:
1. In the Card Icon field, select an icon that represents the card.
2. In the Icon Color field, select a color for the icon.
3. In the Custom Card Location field, choose where the card will appear. The available options are:
  - Within Copilot Stream – Displays the element inline in the Copilot panel during interactions. Intended for real-time insights and quick actions.
  - As a Copilot Page – Makes the element available as a dedicated page in the Copilot menu. Intended for detailed or structured content that agents can open as needed.
4. In the Enter JSON Schema Below field, paste or write the JSON schema that defines the card layout and content.
  
  Only text cards are supported. Interactive elements do not function when you validate the JSON schema.
  - Select Validate Script to check the schema.
  - If the schema is valid, the message Card validated appears.
  - If there is an error, correct the JSON and validate it again.
Select the Preview tab to review how the card will appear to agents.
Use the Sample Data Editor to test the card with sample data.
Click Save as Draft to save without activating the adaptive card.
Click Save and Activate to make the adaptive card available immediately.

Add Rich Text Formatting for Adaptive Card Elements

Use rich text formatting to present information — such as Knowledge Hub or KB article content — inside an Adaptive Card element in a readable, structured way instead of as a single unformatted string of text. This is especially useful when a custom card surfaces knowledge guidance that agents need to scan quickly, such as step-by-step instructions or key details pulled from a knowledge article.

There are two ways to add formatted text to the JSON schema you enter in the Enter JSON Schema Below field:

TextBlock markdown — a lightweight, markdown-style syntax for simple formatting.
RichTextBlock with TextRun — a more granular approach that supports combining multiple styles within the same line of text.

TextBlock Markdown

A TextBlock element supports a subset of markdown syntax. Use markdown in the text property of a TextBlock to apply inline formatting.

Supported markdown syntax:

formatting	Syntax	Example
Bold	`text` or`__text__`	`Important`
Italic	`text` or `_text_`	`_Note:_`
Hyperlink	`[label](url)`	`[Open article](https://example.com)`
Bullet list	`- item` or `* item`	`- Step one`
Numbered list	`1. item`	`1. First step`
Nested list	Indent with spaces	`- Sub-item`
Inline code	`code`	`variable_name`
Code block	```code```	`Multi-line code`
Blockquote	`> text`	`> Important note`
Horizontal rule	`---` or `***`	Section divider

Not supported in TextBlock: Headers (#), tables, images, underline, and strikethrough. Use RichTextBlock for underline and strikethrough.

Example - TextBlock with markdown:

{
 "type": "TextBlock",
 "text": "**Step 1:** Verify the customer's account.\n- Check account status\n- Confirm billing address\n\nFor more details, see [Account Verification Guide](https://example.com).",
 "wrap": true 
 }

RichTextBlock with TextRun

A RichTextBlock element gives you granular control over text styling within a single block. It contains one or more TextRun inline elements, each with its own formatting properties. Unlike TextBlock markdown, RichTextBlock supports underline, strikethrough, highlight, and clickable text.

Supported TextRun properties:

property	values	description
`weight`	`default`, `lighter`, `bolder`	Text weight
`italic`	`true` / `false`	Italic style
`underline`	`true` / `false`	Underline style
`strikethrough`	`true` / `false`	Strikethrough style
`highlight`	`true` / `false`	Highlighted background
`isSubtle`	`true` / `false`	Reduced emphasis (lighter color)
`color`	`default`, `dark`, `light`, `accent`, `good`, `warning`, `attention`	Text color
`size`	small, default, medium, large, extraLarge	Font size
`fontType`	default, monospace	Font family
`selectAction`	Action.OpenUrl	Makes the text a clickable link

Example — RichTextBlock with mixed formatting:

{
"type": "RichTextBlock",
  "inlines": [
    {
      "type": "TextRun",
      "text": "Account Status: ",
      "weight": "bolder"
    },
    {
      "type": "TextRun",
      "text": "Active",
      "color": "good",
      "weight": "bolder"
    },
    {
       "type": "TextRun",
       "text": "  |  Policy: "
    },
    {
       "type": "TextRun",
       "text": "View Policy Details",
       "color": "accent",
       "selectAction": {
          "type": "Action.OpenUrl",
          "title": "Open",
          "url": "https://example.com/policy"
     }
    ]
  }

Example — Combining styles:

{
"type": "RichTextBlock",
  "inlines": [
    {
      "type": "TextRun",
      "text": "Urgent",
      "weight": "bolder"
      "color": "attention"
    },
    {
      "type": "TextRun",
      "text": "This account is flagged for review.",
      "italic": true,
      "underline": true
    }
  ]
}

The formatting you configure in the admin preview renders identically in the agent-facing Copilot card. This includes all markdown features in TextBlock and all TextRun properties in RichTextBlock. Template-bound data values (variables passed at runtime) that contain markdown are also rendered with proper formatting.

Create New Guided Capture Element

In the Elements interface, click Add Copilot Elements.
In the General tab, do the following:
1. In the Name field, enter a descriptive name for the element.
2. In the Description field, provide a summary of the element’s purpose.
3. Use the Notes field to add any internal comments or instructions.
4. From the Division menu, select the appropriate division.
  
  Once saved, the division cannot be changed.
5. From the Type menu, select Guided Capture.
In the Configuration tab, do the following:
1. In the Title field, enter the title for the card.
2. In the Card Icon field, select an icon to represent the card.
3. Under Card Attributes, configure the following:
  - Mode: Defines how the Guided Capture is presented to the agents, as a conversational interview or a form-based review experience in Copilot for Agents. Available options are:
    - Interview Mode:Renders the Guided Capture as a conversational interview. Copilot suggests questions and captures answers during the dialogue, minimizing manual typing.
    - Form Mode: Renders the Guided Capture as a form-based card. All questions in the current section are shown together so agents can review, edit, and complete fields before submitting.
  - Auto-Fill from Dialog: Enable this option to automatically populate Guided Capture fields based on the conversation.
  - Responsive Sequencing: Controls how strictly the agent experience follows the Guided Capture sequence versus adapting to the live conversation.
    - When disabled, the flow follows the question sequence defined in the Guided Capture configuration.
    - When enabled, the flow defaults to the defined question sequence but dynamically adapts to the customer conversation, automatically navigating to relevant sections or questions as needed.
  - Interview Tree Adherence: Select Conversation-driven navigation to allow jumping between sections based on customer responses.
  - Select Bot (From Mpower Agent Builder): Choose the bot that will handle the interaction.
  - Select Intent: Choose the intent within the bot that applies to this section.
  - Button Title: Enter the text for the button that completes the action (for example, Submit).
    
    If you are using AI Agents (Cognigy) as the bot platform:
    
    The Select Bot and Select Intent fields will not appear in the configuration. These options are only available for NiCE Bot Builder integrations.
In Section section, click Add Section.
1. In the Section Details tab, enter a name of the section to add (for example, Personal Information) in the Section Title.
2. Click Save.
3. Repeat this step to add more sections as needed.
  
  On a new element that has no sections, you can create all sections and fields from a CSV file instead of adding them one at a time. See Import Sections and Fields into a Guided Capture Element.
In the Section Fields tab, to add fields to the section, do the following,
1. Click Add Field. This opens the New Field page.
2. In the Field Name field, enter a unique name for the field. This name identifies the field internally
3. In the Question field, enter the question that will be displayed to the agent. This is the prompt the agent will read during the interaction.
4. In the Question Context field, enter additional details or context to help the agent understand the purpose of the question.
5. Configure the bot integrations, in the Bot Slot field, select the bot slot that this field connects to. This ensures that the bot can process the response correctly.
6. In the Slot Source field, enter the slot source in JSON format. This defines how the bot interprets and uses the data.
  
  If you are using AI Agents (Cognigy), the Bot Slot and Slot Source fields will not appear.
7. Enable Required Field if the agent must collect this information before proceeding. This prevents skipping critical data.
8. In the Validation Fields section:
  - Enter an Error Message Text that appears if the agent enters invalid data.
  - Select a Data Type for the field. Available options include:
    - Text Field: For free-text responses.
    - Integer: For numeric values.
    - Boolean: For Yes or No responses.
    - Date :Captures key dates. Supports manual agent entry and auto‑fill from the conversation, with required‑field validation. Display format follows the Copilot Profile's language and region, while the underlying value is stored in invariant YYYY‑MM‑DD format with year inferred from conversation context when needed.
    - Time:Captures relevant times. Supports manual agent entry and auto‑fill from the conversation, with the required‑field validation to ensure a valid time is captured.
    - Single Select: Allows the agent or Copilot to capture one value from a predefined list of options. Supports manual selection, auto‑fill from dialog, and validation to ensure exactly one option is chosen.
    - Multi Select: Allows the agent or Copilot to capture multiple values from a predefined list of options . Supports manual selection, auto‑fill from dialog, and validation to ensure all required selections are captured.
9. Use the Dropdown Type field to enter the selectable values, separated by commas. In Single Select, agents or Copilot can choose exactly one of these options; in Multi Select mode, they can choose one or more options.
10. Use Field Pre-Conditions to control when this field appears based on previous responses.
  - Select Display if or Do not display if. You can only choose one option per field.
  - Click Add Criteria and define the condition using operators such as:
    - Equals
    - Not Equals
    - Greater than (>)
    - Less than (<)
    - Greater than or equal to (>=)
    - Less than or equal to (<=)
    For example, display the field Passenger Injuries only if Vehicle Type equals Car Insurance.
  - Click Clear to remove all conditions if needed.
  - Select the Include AI Synonym checkbox to allow the application to recognize synonyms of the specified value when evaluating conditions.
Click Save.

When agents complete a Guided Capture during an interaction, they can review an Interview Summary showing all sections, questions, and captured answers. Agents can toggle Show Skipped Fields to include or exclude fields that were skipped due to pre-condition rules. Agents can also click Print as PDF to download the completed interview for record-keeping. Skipped fields appear with "--" as the value in both the summary and the PDF.

Import Sections and Fields into a Guided Capture Element

You can create all the sections and fields of a Guided Capture Element from one CSV file. A CSV file is a plain text table where commas separate the values. You download a template, fill in one row for each field, upload the file, and check the result before you import it.

Import works for both Interview Mode and Form Mode. Download Template and Import from CSV appear only while the element has no sections. After a successful import they are hidden, so you cannot import a second file into the same element.

Create a new Guided Capture Element. Complete steps 1 to 3 in Create New Guided Capture Element.
In the Section section, click Download Template. A blank CSV template downloads. It has only the header row, with one column for each value you enter. The file is a .csv named after the Card Title on the Configuration tab. If the Card Title is blank, the file is named DecisionTree.csv.

Open the template and enter one row for each field you want to create. The template has these columns, in this order: Section Name, Field Name, Question, Question Context, Data Type, Required Field, Error Message Text, Answer Values. Every column except Error Message Text must be in the file. Section Name, Field Name, Question, and Data Type cannot be empty. Files that use the older headers Question Text, Description, and Mandatory (Y/N) are still accepted.

Do not rename, remove, or repeat the column headers. If a required column is missing or a header appears twice, the file is rejected.
Do not add predictions, extra settings, or branching logic. The template has no columns for these. You set them after you import.

Learn more about fields in this step

Field	Details
Section Name	The name of the section that the field belongs to. Rows with the same section name go into one section. Sections appear in the same order as in the file. This cell cannot be empty.
Field Name	A name for the field. This name identifies the field internally. This cell cannot be empty. Field Name must be unique within a section and can have up to 100 characters. If two rows in the same section have the same Field Name, the row is flagged as an error. You can use the same Field Name in different sections.
Question	The question that the agent sees. It fills the Question field. This cell cannot be empty.
Question Context	Extra details that help the agent understand the question. It fills the Question Context field. This cell can be empty.
Data Type	The type of answer. Enter one of these values: text, number, date, time, boolean, single select, or multi select. The values are not case-sensitive. Each value creates a field of the same type on the New Field page. Any other value is flagged as an error. This cell cannot be empty.
Required Field	Enter Y if the agent must answer the question, or N if the agent can skip it. This sets the Required Field option. Y and N are not case-sensitive. Any other value, including a blank cell, Yes, or 1, is treated as N. It is not flagged as an error.
Answer Values	The answer options for single select and multi select fields. Enter all options in one cell, separated by commas, for example Auto, Home, Travel. Spaces before and after each option are removed. Single select and multi select rows need 2 to 20 options, and the same option cannot appear twice. Single select and multi select rows without answer values are flagged as errors. Other data types, including boolean, do not need Answer Values. Values entered for them are ignored.
Error Message Text	The message that appears if the agent enters invalid data. It fills the Error Message Text field.This column is optional. You can leave it out of the file or leave the cell blank. The message can have up to 300 characters. If you leave it blank, the field has no error message, even if it is required. You can add one after you import.

View an example

Section Name	Field Name	Question	Question Context	Data Type	Required Field	Answer Values
Claim Details	Claim Type	What type of claim are you filing?	Helps route the claim.	single select	Y	Auto, Home, Travel
Claim Details	Incident Date	When did the incident happen?		date	Y
Contact	Callback Number	What is the best number to call you back?		text	N

The first two rows create one section, Claim Details, with two fields. The third row creates a second section, Contact.

Save the file in CSV format with UTF-8 encoding. UTF-8 is a standard text format that keeps accented characters, such as é and ü, correct.
Click the Import from CSV button. The Import File window opens.
Drag the file into the window, or click Browse File and select the file. The file name appears in the window while the application reads the file. Only .csv files are accepted, up to 10 MB and 5,000 rows. For any other file type, the application shows: Failed to parse the file. Please ensure it is a valid .csv file.
- If the file name shows Unable to download file, click the retry icon to try the same file again.
Click Import File. This button is enabled only after the application reads the file. The Preview Import window opens.
- If the file has a problem, such as a missing column, a repeated header, or no data, an error lists the problem and the preview does not open. Fix the file and upload it again.
In the Preview Import window, review the sections and questions. The top of the window shows the number of questions and sections in the file. The table shows the Question, Data Type, Answer Values, and Required Field (Yes or No) of each question.
- To find a question, enter text in the search box.
- To show or hide the questions in a section, click the chevron next to the section name. Each section shows its number of questions.
- To see more questions, use the page controls at the bottom of the table.
  
  You cannot edit values in the preview. You can only delete rows. To change a value, click Cancel, fix the file, and import it again.
Delete each row that has an alert indicator. An alert indicator marks a row with an error, such as an empty required cell or a value that is not allowed. The error names the row and the column. To delete a row, click the X icon on that row. Confirm Import stays disabled until every row is valid.
- If you delete all the questions in a section, the section is removed. The question and section counts update each time you delete a row.
Optionally, delete any other questions that you do not want to import.
Click Confirm Import. The window closes, and the imported sections appear in the Section section. Each section has the usual edit, delete, and drag actions.

Nothing is imported until you click Confirm Import. If you click Cancel or close a window at any point, nothing is imported. The application never imports part of a file.
Optionally, open an imported field to change its settings, add branching logic, or add a custom error message. Each imported field has the pre-condition Display Always until you change it. You can also click Add Section to add more sections by hand.
Click Save. The imported sections are not saved until you save the element.

After you save, you can activate the element. See Activate an Element.

Create New Checklist Card Element

In the Elements interface, click Add Copilot Elements.
In the General tab, do the following:
1. In the Name field, enter a descriptive name for the element.
2. In the Description field, provide a summary of the element’s purpose.
3. Use the Notes field to add any internal comments or instructions.
4. From the Division menu, select the appropriate division.
  
  Once saved, the division cannot be changed.
5. From the Type menu, select Checklist Card.
In the Configuration tab, do the following:
1. In the Checklist Title field, enter the title that appears at the top of the checklist card. The title should describe the overall purpose of the checklist.
2. In the Instruction Text field, enter guidance that explains what the agent should do when the checklist appears. This text helps the agent understand the context and expectations for completing the checklist items.
3. Each checklist item represents a single action the agent must take. Click Add Step and configure the following fields for each step:
  - In the Checklist Item Namefield, enter a clear and concise description of the action the agent must complete. For example, “Escalate to a Supervisor” or “Open a Ticket.”
  - From the Activation Option menu, select how the checklist step is triggered. You can choose one of the following:
    - Keywords‑Based: The step triggers when specified keywords or phrases are detected in the conversation.
    - Time‑Based: The step triggers after a defined number of seconds from when the checklist appears.
4. When you select Keyword-Based option following fields are enabled:
  - In the Add Keywords and Phrases field, enter one or more keywords or phrases that should activate the checklist item. These should match words agents or customers may use during the interaction.
  - In the Apply Rule When field, select the condition that determines when the step should trigger. Options include:
    - Any keyword or phrase is present
    - All keywords and phrases are present
    - Any keyword or phrase is missing
    - All keywords and phrases are missing
5. When you select Time-Based option following fields are enabled:
  - In the Number of Seconds field, enter the amount of time, in seconds, after which the step should trigger automatically. The system calculates the trigger time based on when the checklist first appears.
6. Repeat Steps from c to e to add as many checklist steps as needed. You can reorder steps using the drag handle or remove them using the delete icon.
Select the Preview tab to review how the card will appear to agents.
Click Save as Draft to save without activating the checklist card.
Click Save and Activate to make the checklist card available immediately.

Activate an Element

You can activate a Copilot Element to make it available for use in rules and workflows. When an element is active, it will appear in Copilot whenever the conditions you set are met.

In the Elements list, find the element you want to activate.
Check the Status column to confirm the element is currently inactive.
Click the More options icon () next to the element.
From the menu, select Activate. A success message appears, Element was activated successfully.
The element’s status changes to Active in the list.

Deactivate an Element

In the Elements list, find the element you want to deactivate.
Check the Status column to confirm the element is currently active.
Click the More options icon () next to the element.
From the menu, select Deactivate.
In the Are You Sure? dialog box, review the profiles that will be impacted. Click Deactivate to confirm. A success message appears, Element was deactivated successfully.
The element’s status changes to Inactive in the list.

Duplicate an Element

You can duplicate a Copilot element to create a new element with the same configuration. This saves time when you need similar elements with minor changes.

In the Elements list, find the element you want to duplicate.
Click the More options icon () next to the element.
From the menu, select Duplicate.
In the Duplicate Name dialog box, enter the details of the new element.
1. In the Name field, enter a unique name for the duplicated element. If you enter a name that already exists, an error message appears, An element already exists with this name. Enter a different name.
2. In the Division field, select the division for the new element.
Click Duplicate. A success message appears, Element was duplicated successfully.
The new element appears in the list with the status Inactive.