Response

Response type

Response type	Introduce	Illustration
Document	Set up text-only messages and send them to customers
Image	Allows the use of image URL links to send an image to a client.
Button	Suitable for simple navigation purposes such as opening webview, making phone calls, viewing detailed information, etc.
Tags	Card is suitable for displaying product or service categories. Can create 1 or more cards.
Quick response	Allows creating quick replies with a combination of text and interactive cards.

Create response

Users need to prepare response scripts and conversation structures for VA before setting up on the Virtual Agent platform.

Consider an example scenario for the customer's intent to "ask_working_hour" as follows:

Object	Content	Note
Client	Does the company work on Saturdays?	+ Intent: ask_working_hour + Entity: Saturday (sys.date)
VA	Evymode's opening hours are from 8:00 to 21:00. Open all days of the week!	Response type: text

To create a response according to the above scenario, users follow these steps:

• Step 1: Select the Context tab, then select Intention needs to build conversation flow (1)

• Step 2: At the display interface, select the Response tab then click Create Response (2).

• Step 3 Create a new response according to the following instructions:

  • Give the response a Name (1) to make it easier to manage by function.

    • For example: Responding to business hours, responding to product advice, responding to addresses,...

  • Select Response Type (2) in the displayed list (See details in Response Type section )

  • Enter your answer in the Text section (3). Select Add when the user wants to create additional response options with similar content (VA will randomly respond to 1 of these content)

  • Click Save (4) to complete the step of adding a new response

• Step 4: Add a response to the conversation stream

  • Drag and drop the corresponding response to the Available Responses list or select the icon

  • Phản hồi đã chọn sẽ hiển thị trong danh sách Phản hồi đã chọn to add a response to the intent's conversation flow

Response list

After creating a response for the intent, users should click Save task and Training to train the response for the VA.

Manage response

Response management allows the trainer to search, create new, or edit responses.

• Select the Response tab (1).

• Select the Create new button (2) to create any response.

• Search for feedback by “Response type” (3). Search for a response by “Intent” (4).

• The Intent column (5) shows which intention the response is using to help the trainer easily manage and edit the scenario to match the intention.

• To edit the response, click to select the response line to edit (6). The response editing interface will be displayed.