Zoho SalesIQ: Building a Zobot with Zia Skills
Zia Skills can be used as a bot building platform for a Zobot in Zoho SalesIQ. A bot-building platform is a layer where you define the abilities and business logic of your chatbots.
A bot-building platform has the following roles.
- Handling Natural Language Understanding - understanding the user input and intent of what the user has said.
- Processing business logic - performing the configured specific operations for the received input.
- Constructing a reply - A reply message is constructed based on the business logic of the given instruction - the bot might want to ask more questions to fulfill the operation further (prompt) or give a final response (output). Both the prompt and output can just be a plain text or can have visual cards like images, files, calendar etc.
Zia Skills is a bot-building platform that comprises all the essential elements to build, train, customize, and deploy conversational chatbots to optimize communication with visitors on the website of your choice. Zia Skills naturally performs the above functionalities and can be integrated with SalesIQ's Zobot.
How it works?
The integration between Zobot in Zoho SalesIQ and Zia Skills works as described below.
- When you choose Zia Skills as the bot platform for a Zobot in SalesIQ, a bot will be created in Zia Skills and will be mapped with the Zobot.
- Whenever Zobot receives an input message, it will pass that message to the corresponding bot in Zia Skills.
- The bot in Zia Skills will try to understand the received input, process the configured business logic, and return back an appropriate reply message in a format understandable by the Zobot.
The bot created in Zia Skills platform can be accessed in SalesIQ as Zobot. Both the bots will communicate with each other at the backend and appear as one to you.
Defining bot abilities
Bot's abilities have to be defined in the developer console of Zia Skills. You can navigate to the mapped bot in Zia Skills by clicking the Access Zia Skills button as shown in the screenshot below.
The mapped bot's details page in Zia Skills platform will be opened in a new tab, as shown in the image below. Here you can expand the abilities of your bot by adding them as individual actions.
An action is a single ability or task designed for a specific operation that needs to be performed by your bot, as you have defined. You can add an action to your bot and define it as per your requirements.
Defining an action comprises intent definition, configuring the business logic, and constructing the reply. Read from this article to know more about adding and defining an action to a bot in Zia Skills.
Communication between your Zobot and Zia Skills
When you define your bot's replies in Zia Skills, you might have noted that the response format of the actions written in Zia Skills differs from the format expected by Zobot. To make Zobot understand Zia Skills' responses, Zia Skills converts them to Zobot's format in the backend before sending it to Zobot. So this enables Zobot to display the reply in its format as a response message to the user seamlessly.
In addition to giving plain texts as a response, you can add visual cards to your message such as images, tables, lists and so on.
Zia Skills and SalesIQ offers various Input and Display Cards to prompt for inputs and show output to the visitors visually. As aforementioned that the bots in SalesIQ and Zia Skills platform communicate with each other in the backend, Zia Skills translates its visual cards' and input params' formats to SalesIQ's input cards' and display cards' format to match them.
For example, the Calendar input card in SalesIQ is equivalent to the Date/Time param in Zia Skills. Both are similar in their visual appearance and working logic. So, if you want to show a calendar input card to a visitor, you just have to declare it as a Date/Time input param in Zia Skills and vice versa.
|
Date/Time param prompt in Zia Skills |
|
Calendar card in SalesIQ's Zobot |
Handling Input cards
The following table comprise the input cards of SalesIQ and its equivalent input params available in Zia Skills . So, if you want to display a particular input card in Zobot, make sure that you have declared a param in the respective type of Zia Skills.
|
|
SalesIQ's Input cards |
Equivalent input params available in Zia Skills |
|
1. |
Array-Single selection |
|
|
2. |
Array-Multiple selection |
|
|
3. |
Date/Time |
|
|
4. |
Date/Time range |
|
|
5. |
String |
|
|
6. |
Email |
To display the time zone option for the Date/Time input param in Zobot, configure the below mentioned time zone map value in the "data" key of the Context handler response in Zia Skills, for the respective param to be prompted.
"data" : {
"tz":"true"
}
Note: The custom buttons that you have configured to the Array-Single selection and Array-Multiple selection params in Zia Skills platform will not be supported in Zobot.
The following input cards of SalesIQ don't have the equivalent input params in Zia Skills platform.
The unsupported input cards of SalesIQ can be made to work by defining them in their respective Zobot's format in the "data" key of your Context handler response.
For example, the Happiness Rating input card is used to obtain the rating from the user in the smiley input format. This input card is not supported in Zia Skills as an input param; but it can be made to work as expected, by including the below code to construct the card in Zobot's format in Context handler, as a prompt for a placeholder param defined for this in Zia Skills.
- result = Map();
- response = Map();
- response.put("action", "reply");
- response.put("replies", [
- "Rate the chat session you had with Zassistant."
- ]);
- response.put("input", {
- "type": "happiness-rating",
- "level": "3"
- });
- prompt = Map();
- prompt.put("param_name", "rating");
- prompt.put("data", response);
- result.put("prompt", prompt);
- result.put("todo", "prompt");
- return result;
Save your code and deploy your bot to production. You can check this card in the SalesIQ platform's Zobot preview window. This card would be displayed as shown in the image below.
Handling Output cards
Similarly, if you want to display a particular display card of Zobot to the user, ensure that you have defined the respective display card in the Execution function of Zia Skills.
The following table comprise the display cards of SalesIQ and its equivalent visual cards available in Zia Skills.
|
|
SalesIQ's display cards |
Equivalent visual cards available in Zia Skills |
|
1. |
Image |
|
|
2. |
Link
|
The following display cards of SalesIQ don't have the equivalent cards in Zia Skills platform.
The unsupported display cards of SalesIQ can be made to work by defining them in their respective Zobot's format in the "data" key of your Execution Logic response.
For example, the "Videos" display card is not supported in Zia Skills; but it can be made to work as expected, by including the below code to construct the card in Zobot's format in Execution Logic.
- response = Map();
- response.put("action", "reply");
- response.put("replies", [
- {
- "type":"video",
- "url": "https://youtu.be/Xt_KhBaVt2A%22%22,
- "text": "Bots to rule the Workplace"
- }
- ]);
- result.put("data", response);
- return result;
Save your code and deploy your bot to production. You can check this card in the SalesIQ platform's Zobot preview window. This card would be displayed as shown in the image below.
Note: The display cards of SalesIQ can also be used in the Context Handler function to show additional information to the user for receiving the input data.
Read this article to know more about the display cards supported by SalesIQ Zobot and their formats
Configuring SalesIQ Dynamic Text
Zoho SalesIQ supports Dynamic texts, so you can use them in direct answers, prompt messages and deluge responses in Zia Skills as well. Dynamic text should be enclosed with the % symbol and that can be given along with the message.
For example, %visitor.name% is the dynamic text used to get the name of the visitor on the website and display it along with the given message. This dynamic text can be used along with the message as shown below.
Hi %visitor.name%, how may I help you today?
The following screenshots depicts the usage of dynamic texts in Zia Skills platform.
Using in Direct answer:
Using in Deluge response:
Using in Prompt message:
Getting/Updating the Visitor info
The information of the website visitor like name, email id, phone, etc., will be automatically available under the 'messageData' map to the 'visitor' key. This map will be available across all the functions in Zia Skills. The 'visitor' key is a map object from which the visitor's info can be retrieved using 'get()' function.
To make your bot to update the visitor's info like name, email, phone, id, city, etc., dynamically in runtime, the property name and its appropriate value can be passed as a Map value to the 'trigger' key of the Execution logic output in Zia Skills platform as shown in the format below.
“trigger” : {“type” : “update”
“data” : {
“property_name” : “<value to be updated>”
}
}
Handling chat forwards
To make your bot to perform any of the following operations during the response, the appropriate map value can be passed to the "trigger" key of the Execution logic as shown in the format below.
|
|
Trigger |
Purpose |
Format |
|
1. |
forward |
To Make your bot to forward the chat to a human operator. |
“trigger” : { “type” : “forward”
}
|
|
2. |
operator_busy |
To make your bot to prompt the visitor to leave a message and mark the chat as missed. |
“trigger” : { “type” : “operator_busy”
}
|
|
3. |
block |
To make your bot to block the IP of the visitor immediately when any vulnerability is found in the chat. |
“trigger” : { “type” : “block”
}
|
|
4. |
end |
To make your bot to end the chat conversation with configured time delay.
Note: The minimum delay that can be set is 30 seconds and the maximum is 10800 seconds (3 hours).
|
“trigger” : { “type” : “end “data” : { “delay” : “<time in sec to end the chat >” }
}
|
Skipping a param
While defining a param, just turn on the Allow to skip toggle switch; this will enable the user to bypass answering to that param while the bot is prompting for the input. This is equivalent to the Skippable property in Zobot syntax.
Fallback function
When a bot receives an input message that it couldn't understand, it would reply with a "Sorry, I can't understand" message. If you wish to customize this default response message to give a reply of your own, you can customize that with Fallback function.
Refer this article to know more about Fallback function and how to use it.
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