Elements

The Copilot Elements section within AI Manager allows you to enhance the agent's workflows by configuring reusable UI components that can be triggered through Copilot Rules. Copilot Rules let you define conditions like keywords, timing, or speaker roles that trigger actions during live interactions. When a rule is triggered, it activates a Copilot Element, which appears in the agent’s interface to guide their response. These elements allow you to deliver structured, real-time guidance to agents based on live customer interactions. Following is the list of elements you can use,

• Text Card Element: You can create text cards to display important information to agents during interactions. Text cards are visually rich and customizable with icons, colors, body text, and links. They help agents respond accurately and consistently by providing predefined guidance.

• Decision Tree Element: Use this to build structured interview flows. You can define sections, questions, and branching logic—ideal for guided data collection like insurance claims, mortgage applications, or troubleshooting steps. This element will be available later in the release cycle.

• Adaptive Card Element: If you need to display structured data from external systems (like CRM records), configure adaptive cards using JSON schemas. These cards offer more flexibility than plain text and support interactive content. This element will be available later in the release cycle.

Manage Elements

1. Click the app selector and select AI Studio > Elements. The application displays the Elements interface.

Create New Text Card Element

1. In the Elements interface, click Add Copilot Elements.

2. In the General tab, do the following:

   1. In the Name field, enter a descriptive name for the element.

   2. In the Description field, provide a summary of the element’s purpose.

   3. Use the Notes field to add any internal comments or instructions.

   4. From the Division menu, select the appropriate division.

      Once saved, the division cannot be changed.

   5. From the Type menu, select Text Card.

3. In the Configuration tab, do the following:

   1. In the Card Icon field, select an icon that represents the card.

   2. In the Icon Color field, select a color for the icon.

   3. In the Background Color field, choose a background color for the card.

   4. In the Title field, enter a title for the card.

   5. You can also add URLs for additional resources:

      • URL: Enter the link.

      • URL Label: Enter a descriptive label for the link.

      • Click Add URL to include multiple links.

4. Click the Preview tab to review how the text card will appear to agents.

5. Click Save as Draft to save without activating the text card.

6. Click Save and Activate to make the card available immediately.

Create New Adaptive Card Element

1. In the Elements interface, click Add Copilot Elements.

2. In the General tab, do the following:

   1. In the Name field, enter a descriptive name for the element.

   2. In the Description field, provide a summary of the element’s purpose.

   3. Use the Notes field to add any internal comments or instructions.

   4. From the Division menu, select the appropriate division.

      Once saved, the division cannot be changed.

   5. From the Type menu, select Adaptive Card.

3. In the Configuration tab, do the following:

   1. In the Card Icon field, select an icon that represents the card.

   2. In the Icon Color field, select a color for the icon.

   3. In the Custom Card Location field, choose where the card will appear. Currently, the application supports only one option, that is, Within Copilot Stream.

   4. In the Enter JSON Schema Below field, paste or write the JSON schema that defines the card layout and content.

      • Select Validate Script to check the schema.

      • If the schema is valid, the message Card validated appears.

      • If there is an error, correct the JSON and validate it again.

4. Select the Preview tab to review how the card will appear to agents.

5. Use the Sample Data Editor to test the card with sample data.

6. Click Save as Draft to save without activating the adaptive card.

7. Click Save and Activate to make the adaptive card available immediately.

Create New Decision Tree Element

1. In the Elements interface, click Add Copilot Elements.

2. In the General tab, do the following:

   1. In the Name field, enter a descriptive name for the element.

   2. In the Description field, provide a summary of the element’s purpose.

   3. Use the Notes field to add any internal comments or instructions.

   4. From the Division menu, select the appropriate division.

      Once saved, the division cannot be changed.

   5. From the Type menu, select Decision Tree.

3. In the Configuration tab, do the following:

   1. In the Title field, enter the title for the card.

   2. In the Card Icon field, select an icon to represent the card.

   3. Under Card Attributes, configure the following:

      • Mode: Select Interview Mode.

      • Auto-Fill from Dialog: Enable this option to automatically populate decision tree fields based on the conversation.

      • Interview Tree Adherence: Select Conversation-driven navigation to allow jumping between sections based on customer responses.

      • Select Bot (From Mpower Agent Builder): Choose the bot that will handle the interaction.

      • Select Intent: Choose the intent within the bot that applies to this section.

      • Button Title: Enter the text for the button that completes the action (for example, Submit).

        If you are using Cognigy AI as the bot platform:

        The Select Bot and Select Intent fields will not appear in the configuration. These options are only available for NICE Bot Builder integrations.

4. In Section section, click Add Section.

   1. In the Section Details tab, enter a name of the section to add (for example, Personal Information) in the Section Title.

   2. Click Save.

   3. Repeat this step to add more sections as needed.

5. In the Section Fields tab, to add fields to the section, do the following,

   1. Click Add Field. This opens the New Field page.

   2. In the Field Name field, enter a unique name for the field. This name identifies the field internally

   3. In the Question field, enter the question that will be displayed to the agent. This is the prompt the agent will read during the interaction.

   4. In the Description field, enter additional details or context to help the agent understand the purpose of the question.

   5. Configure the bot integrations, in the Bot Slot field, select the bot slot that this field connects to. This ensures that the bot can process the response correctly.

   6. In the Slot Source field, enter the slot source in JSON format. This defines how the bot interprets and uses the data.

      If you are using Cognigy AI, the Bot Slot and Slot Source fields will not appear.

   7. Enable Required Field if the agent must collect this information before proceeding. This prevents skipping critical data.

   8. In the Validation Fields section:

      • Enter an Error Message Text that appears if the agent enters invalid data.

      • Select a Data Type for the field. Available options include:

        • Text Field: For free-text responses.

        • Integer: For numeric values.

        • Dropdown: For predefined choices.

        • Boolean: For Yes or No responses.

   9. Use Field Pre-Conditions to control when this field appears based on previous responses.

      • Select Display if or Do not display if. You can only choose one option per field.

      • Click Add Criteria and define the condition using operators such as:

        • Equals

        • Not Equals

        • Greater than (>)

        • Less than (<)

        • Greater than or equal to (>=)

        • Less than or equal to (<=)

        For example, display the field Passenger Injuries only if Vehicle Type equals Car Insurance.

      • Click Clear to remove all conditions if needed.

      • Select the Include AI Synonym checkbox to allow the application to recognize synonyms of the specified value when evaluating conditions.

6. Click Save.

Activate an Element

You can activate a Copilot Element to make it available for use in rules and workflows. When an element is active, it will appear in Copilot whenever the conditions you set are met.

1. In the Elements list, find the element you want to activate.

2. Check the Status column to confirm the element is currently inactive.

3. Click the More options icon () next to the element.

4. From the menu, select Activate. A success message appears, Element was activated successfully.

5. The element’s status changes to Active in the list.

Deactivate an Element

1. In the Elements list, find the element you want to deactivate.

2. Check the Status column to confirm the element is currently active.

3. Click the More options icon () next to the element.

4. From the menu, select Deactivate.

5. In the Are You Sure? dialog box, review the profiles that will be impacted. Click Deactivate to confirm. A success message appears, Element was deactivated successfully.

6. The element’s status changes to Inactive in the list.

Duplicate an Element

You can duplicate a Copilot element to create a new element with the same configuration. This saves time when you need similar elements with minor changes.

1. In the Elements list, find the element you want to duplicate.

2. Click the More options icon () next to the element.

3. From the menu, select Duplicate.

4. In the Duplicate Name dialog box, enter the details of the new element.

   1. In the Name field, enter a unique name for the duplicated element. If you enter a name that already exists, an error message appears, An element already exists with this name. Enter a different name.

   2. In the Division field, select the division for the new element.

5. Click Duplicate. A success message appears, Element was duplicated successfully.

6. The new element appears in the list with the status Inactive.