GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
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

The Split Node

This node enables you to split incoming queries based on specific conditions to reduce inbound traffic. These conditions use context variables that define the scope of usage in the dialog task and intent transition conditions.

The syntax for defining a context variable is:

context.contextvariable.<< context variable name >>

For example, intent is a context variable that defines the customer’s intent for a dialog. This variable can be defined in the condition as:

context.intent.<< intent name >>

Context variables are managed via the Kore.ai XO Platform. Learn more about the Context Object.

The split node is designed to support a maximum of 10 branches.

To configure the Split node, follow these steps:

General Settings

Click the General Settings icon and set up the following conditions:

  1. Provide a Custom Name by which you can identify the node later.
  2. Under Execute those branches where condition matches, define the IF/ELSE-IF/ELSE conditions using context variables and the AND/OR operator.
    1. IF – Directs the flow on a specific path if specific criteria are met. 
    2. ELSE-IF – This condition allows you to configure another set of criteria to be met by the flow when the criteria in the initial If condition is not met. 
    3. ELSE – Directs the flow on a specific path if the set criteria are not met
  3. Under the first Action dropdown, select the Branch Name in the dropdown to route the logic to this branch if the conditions above are met.
  4. Click Add ELSE-IF to add another set of criteria to be met if the previous ones are not.
  5. Under the second Action dropdown, select the branch name corresponding to the ELSE condition. The flow will route to this branch if the IF/ELSE-IF criteria are not met.
Note: Condition setup in SmartAssist is similar to the XO Platform process, which you can learn more about by reading Adding IF-Else Conditions to Node Connections.

The syntax used in the example screenshot above is: 

context.steps.ConversationInput

IF the value is “yes”, the action is Go to Branch 1.
If not (else) Go to Branch 2.

You can delete a condition by clicking on the Delete (bin) icon next to it.

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.

The Split Node

This node enables you to split incoming queries based on specific conditions to reduce inbound traffic. These conditions use context variables that define the scope of usage in the dialog task and intent transition conditions.

The syntax for defining a context variable is:

context.contextvariable.<< context variable name >>

For example, intent is a context variable that defines the customer’s intent for a dialog. This variable can be defined in the condition as:

context.intent.<< intent name >>

Context variables are managed via the Kore.ai XO Platform. Learn more about the Context Object.

The split node is designed to support a maximum of 10 branches.

To configure the Split node, follow these steps:

General Settings

Click the General Settings icon and set up the following conditions:

  1. Provide a Custom Name by which you can identify the node later.
  2. Under Execute those branches where condition matches, define the IF/ELSE-IF/ELSE conditions using context variables and the AND/OR operator.
    1. IF – Directs the flow on a specific path if specific criteria are met. 
    2. ELSE-IF – This condition allows you to configure another set of criteria to be met by the flow when the criteria in the initial If condition is not met. 
    3. ELSE – Directs the flow on a specific path if the set criteria are not met
  3. Under the first Action dropdown, select the Branch Name in the dropdown to route the logic to this branch if the conditions above are met.
  4. Click Add ELSE-IF to add another set of criteria to be met if the previous ones are not.
  5. Under the second Action dropdown, select the branch name corresponding to the ELSE condition. The flow will route to this branch if the IF/ELSE-IF criteria are not met.
Note: Condition setup in SmartAssist is similar to the XO Platform process, which you can learn more about by reading Adding IF-Else Conditions to Node Connections.

The syntax used in the example screenshot above is: 

context.steps.ConversationInput

IF the value is “yes”, the action is Go to Branch 1.
If not (else) Go to Branch 2.

You can delete a condition by clicking on the Delete (bin) icon next to it.

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.