Story Board and User Feedback

The Story Board is where utterances, intents, and entities transform themselves into a functional bot. In the SearchUnify parlance, a story consists of nodes. You can connect several nodes to create a story.

Node vs Intent

Nodes were introduced with the Colubridae '21 release. They are separate from intents. Except for the first one, nodes aren't triggered by intents. A way to comprehend them is to consider a simple scenario.

Assume that you want to give a user three ways to proceed when they show an interest in "search clients." The three ways are:

1. Find which platforms can a search client be installed on,

2. How to install a search client on a supported platform, and

3. What configurations are available after installation.

Intents are only used in the first node: to determine if a user is interested in search clients, and never again.

An advantage separating nodes from intents is that once an intent has been detected, you can create really comprehensive stories around it rather fast.

Compose a Story

1. Go to Apps > Virtual Agent, and open a bot for editing.

   

2. Switch to Story Board.

   

3. An empty screen greets you when you open a bot for editing. To create a story, click Compose Story.

   

4. A dialog with three fields will appear, of which the first two are mandatory.
   • Name. The name of your story that you cannot change. It is not visible to instance users. Names consist of only letters and underscores.
   • Label. The name of your story that can be changed anytime. It is visible to instance users. Names can contain any Unicode character.
   • Description. A short summary of the story.

   

5. Save the story.

   

6. Click on the Start node.

   

7. In the dialog that has opened, enter Node Name and Node Label. After that, pick a trigger in Select Intent. If none of the existing intents matches your story, you can use Create New Intent to write a trigger from scratch. NOTE: For a newly-created intent, utterances are added from the Intents section. An error is thrown when insufficient utterances are available.

   

8.  Configure Response. Once you have assigned a Name, Label, and Intent to a story, you can save settings and return anytime to configure responses. Alternatively, you can configure them immediately. Select Response Type offers several response types in four categories:
   • Simple: Text, External Link, and Pause/Delay. For more information, check out: Get to Know Virtual Agent Response Types: Simple

     

   • Selection: Option and Prompt. For details, check out Get to Know Virtual Agent Response Types: Selection

     

   • Adapters: Connect to Live Agent and SU Adapter. For details, check out Get to Know Response Types: Adapters

     

   • Action: Webhook. For details, check out Get to Know Response Types: Action

     

A comprehensive story can have multiple nodes. You can view them all by either clicking Collapse on the left panel or zooming out through the Home button.

User Feedback

NOTE 1

User Feedback doesn't work on Salesforce legacy search clients.

NOTE 2

Don't check Disable User Input. It inhibits User Feedback from functioning.

Setting up a virtual agent is a start. Immediately after it goes live, you want to ensure that users are getting relevant answers. Digging through chat logs works in the early stages, when users are few, but this approach doesn't scale. Moreover, users never get to know how hard you are working to improve user experience. User Feedback offers a solution to both of these challenges.

User Feedback asks users to rate conversations. The ratings are stored a report, where you can review them. It's more efficient than perusing through chat logs. From the users' perspective, a simple feedback question assures them that someone is really interested in helping them. They feel valued.

Unlike many other features, User Feedback doesn't have to be configured. It's linked with the first node in each story and is turned on by default. You can turn it off by toggling User Feedback to the left.

On the users' side, a feedback question—Did you find what you were looking for?—is displayed after conversations.

The user can thumbs up () or thumbs down () their experience.

When is clicked, the user gets the message: "Thank you! We are glad that we could help."

On the other hand, when is clicked, the user sees a chatbot with the prompt "Please elaborate your experience." The user can add details or click Skip.