You can use forms in Agent Builder to help customers search a knowledge base, such as Expert. For this to work, you need to have the Expert Mpower Agentskill set up first. In the script integration that's added with the skill, ensure that it has an action set up with the slot used in your form.
Akela has an integration to Expert, a knowledge management tool. She realizes this can help her Mpower Agent provide results from the database when customers have questions. In her Mpower Agent's opening message, Akela adds a statement letting the customer know the Mpower Agent can do this.
First, she creates a form to fill the slot search_query and creates a rule to activate the form. Then she creates a rule to submit the form and perform the search.
Submit a Form with a Expert Result
To include a Expert result with your form response, follow the process to submit a form, then use the custom Mpower Agent action from the Expert skill.
- Hover over the plus sign until it changes to a robot icon, click the Integrations tab, and then click your integration action.
- Ensure the Required slots are correct. If you need to make changes, click Edit Action
. You can create a new slot
Entity extracted from contact's message and saved for use in bot responses. Similar to a variable. if you need to. - Use the Save response into drop-down to select a slot for the response.