Decision Menu

Overview

The Decision Menu is a Chat Bot and Voice Bot component.

In both Chat Bots and Voice Bots, the Decision Menu captures the user’s decisions and guides them through a Journey Flow. It is configured to route the user through different options that they can select by pressing buttons or speaking/texting keywords.

By clicking on the ‘+’ icon next to the new Chat or Voice Bot, the Decision Menu will be displayed as an option to build the Bot.

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Chat Bot’s Decision Menu

Decision Menu

The Decision Menu box displays the text that the user will read when receiving the text message from the Chat Bot. 

The text can include the following components:

Expression

An expression editor to add an existing Variable within the App or transform data using Airscript.

Web link

Insert a weblink to direct the user to their App session.

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General

Variables

Variables can be defined to save the control’s inputs and pass information to the decision menu control.

Actions

In the Actions tab of the Inspector, different actions can be set before and after the chat prompt is sent.  

Before Sending Chat Prompt

The action chain that can be run before a chat prompt is sent. 

After Sending Chat Prompt

The action chain that can be run after a chat prompt is sent. 

Decision Option

The Decision Option box provides options to route to a specific chat response/control based off of the matched text. 

Decision Options should reflect the options offered to the user in the Decision Menu box. By clicking on a new Decision Option, the inspector section will display a Match box to enter the number or keyword that option is associated with. 

Each Decision Option can route to another decision menu or text response capture.

Item

An Item should be selected to provide the user with a result for that Match.

To create an Item, a new Decision Option should be added to the Chat Bot. This way, it can then be selected as a result of the Decision Option from the dropdown..

Match

In the Inspector, Matches can be added for each Decision Option. These can be numbers or keywords. Variants of the same keyword can be added in order to avoid mistakes, for example: TRACKING, Tracking, tracking.

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Add a Default Response

Response that gets sent if a user responds with text that does not match any of the decision options.

Voice Bot’s Decision Menu

Decision Menu

The Decision Menu box displays the message that the user will listen to when receiving the call from the Voice Bot. 

The message can include the following components:

Expression

An expression editor to add an existing Variable within the App or transform data using Airscript.

Web Link

Insert a weblink to direct the user to their App session.

General

Variables

Variables can be defined to save the control’s inputs and pass information to the decision menu control.

Actions

In the Actions tab of the Inspector, different actions can be set before and after the chat prompt is sent.  

Before Sending Voice Prompt

The action chain that can be run before a voice prompt is sent. 

After Sending Voice Prompt

The action chain that can be run after a voice prompt is sent. 

No Valid Response

The action chain that is run when there is an invalid response from the user or there is no response.

Decision Option

The Decision Option box provides options to route to a specific voice response/control based off of the matched keyword. 

Decision Options reflect the options offered to the user in the Decision Menu box. By Clicking on a new Decision Option, the inspector section will display a Match box to enter the number or keyword that option is associated with. 

Each Decision Option can route to another decision menu, touchtone capture, secure touchtone capture, or forward a call.

Item

An Item should be selected to provide the user with the result of that Match.

To create that Item, a new Voice Bot control should be added to the Voice Bot. This way, it can then be selected as a result of the Decision Option from the dropdown.

Match

In the Inspector, Matches can be added for each Decision Option. These can be numbers or keywords. 

The DTMF Matcher allows the user to respond by pressing keys while the Keyword Matcher allows the user to respond by speaking. 

Add a Default Response

Response that gets sent if a user's response does not match any of the decision options.

Example:

In this example of DTMF Maching, this Chat Bot starts the App Journey by asking the user whether they want to place a new order or track an existing one.

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If the user presses 1, they are directed to their App session to place an order.

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If the user types the word TRACKING, they will land on the selected Web Flow to track their order.

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