GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
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Release Notes
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Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Run Automation

This node is a subset of the conversation input node and helps run a specific dialog built within an XO Platform Bot.

Note: The Run Automation node requires use case selection when it is used independently. When Run Automation is used along with the Conversational Input node, use case selection is not needed.

 

To configure the Run Automation node, set up the following:

General Settings

Click the General Settings icon and provide the following information:

  1. Enter a Custom Name by which to identify the node later.
  2. Next, Choose your Bot to enable the automation functionality for a specific use case configured in the Bot.

Use Case Collection

Click the Use Case Collection icon and Choose a Usecase based on which to run the automation.

Once selecting a Use Case, you can use the Override this option to customize the Use Case specifically for this automation. See Use Cases for details.

Actions

Click the Actions icon to set up the actions that the automation should trigger when it is successfully executed and when it fails: 

For both success and failure scenarios, you can choose between the following two options:

  • Go to node: Select the node that should trigger if the automation is successful.
  • Let the bot handle: This option passes the automation to the bot, which will handle the success scenario according to its configuration. See the XO Platform documentation for details.

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
    • Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
  • Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
  • Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
  • Action: Select the node to which you want to direct the error handling flow and define the system behavior. Either select a node type to create the node or identify and select an existing node.

Run Automation

This node is a subset of the conversation input node and helps run a specific dialog built within an XO Platform Bot.

Note: The Run Automation node requires use case selection when it is used independently. When Run Automation is used along with the Conversational Input node, use case selection is not needed.

 

To configure the Run Automation node, set up the following:

General Settings

Click the General Settings icon and provide the following information:

  1. Enter a Custom Name by which to identify the node later.
  2. Next, Choose your Bot to enable the automation functionality for a specific use case configured in the Bot.

Use Case Collection

Click the Use Case Collection icon and Choose a Usecase based on which to run the automation.

Once selecting a Use Case, you can use the Override this option to customize the Use Case specifically for this automation. See Use Cases for details.

Actions

Click the Actions icon to set up the actions that the automation should trigger when it is successfully executed and when it fails: 

For both success and failure scenarios, you can choose between the following two options:

  • Go to node: Select the node that should trigger if the automation is successful.
  • Let the bot handle: This option passes the automation to the bot, which will handle the success scenario according to its configuration. See the XO Platform documentation for details.

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
    • Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
  • Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
  • Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
  • Action: Select the node to which you want to direct the error handling flow and define the system behavior. Either select a node type to create the node or identify and select an existing node.