Selection Classes
By having a Selection Class, you can set up Selections to define diverging paths for your customers to follow in the conversation. A Selection Class must include multiple Selections.
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By having a Selection Class, you can set up Selections to define diverging paths for your customers to follow in the conversation. A Selection Class must include multiple Selections.
Last updated
This tutorial requires a webhook setup. Add a test webhook URL to your webhook settings.
Add a Selection Class to set up Selections to define diverging conditions in the conversation.
Click Add Component in the Components panel.
Click Selection Class.
3. In the popup, enter Selection Class name as "Account Quantity" and Selection names as "Single" and "Multiple". A Selection Class requires at least two Selections.
4. Click Add.
Each Selection requires Selection Term only, but adding Query Statement helps to better understand the customer query. The term and statement should be unique among the sibling Selections.
Select the Single Selection in the Components panel to set it up.
2. In the Component Settings panel, you can optionally enter a binding key for the Selection Class. This case doesn't require a binding key.
3. Enter Selection Term as "Single" which is the term directing to the Selection when it is called out from the customer. You can also use a literal entity as a selection term instead of a literal value.
4. Optionally enter Query Statement which is the expected query from the customer as "I have one account". Additional Query Statement to Recognize may also be added but not required. This is used when multiple statements are expected from the user to choose a selection.
5. Click Recognize Statement to get the Recognition Results. The Recommended Statement is the statement which is semantically related to more ontologies and can generally capture more statement structures with the same intent. To use the recommended statement, just tick the checkbox saying Use Recommended Statement.
6. Optionally select a reference that will create a shift in the current conversation flow. Having a reference means the conversation will be directed to the selected Component in the current Subject or to another Subject. Normal Components (Selections and Conditions) can be a reference only for normal Components. This case doesn't require a reference because we will continue building the following flow in the current Component.
7. You can optionally set up termination at this Component by turning the Terminate toggle on. This case doesn't require a termination.
8. Click Save.
9. Now that you have set up for one Selection, the rest should be also set up. Select the next Component Multiple in the Components panel.
10. Enter Query Statement which is the expected statement of the problem from the customer as "I have multiple accounts".
11. Click Recognize Statement to get the Recognition Result.
12. Optionally select a reference that will create a shift in the current conversation flow. Having a reference means the conversation will be directed to the selected Component in the current Subject or to another Subject. Normal Components (Selections and Conditions) can be a reference only for normal Components. This case doesn't require a reference because we will continue building the following flow in the current Component.
13. You can optionally set up termination at this Component by turning the Terminate toggle on. This case doesn't require a termination.
14. Click Save.
To collect the Selection Term or Query Statement, you need to set up the Selection Class with Check. Only one Check action can be added to a Selection Class. Check allows you to get the Selection Term or Query Statement from the customer, system, or both.
Check with customer is a way to prompt the customer to get the value. This is an example in a Pay the bill Subject to check with the customer how many accounts they have.
CONVERSATION PREVIEW
Click Add Action in the Conversation panel.
Click Check and stay in the Customer tab in the Action Settings panel.
3. You can optionally enter an instruction to be displayed before the prompt in the Action Settings panel. This case doesn't require an instruction.
4. Enter the prompt to the customer as "Do you have one account or multiple accounts with us?"
5. Select the number of max prompt attempts which is how many times the prompts will be repeated in case of not getting the expected response.
6. Click Save.
When the Check action is set up, the expected customer response will be shown with the Recognized Query Statement of the Selection (or Selection Term if there is no Query Statement).
Users can also utilize entities for selection classes to detect a response to decide which option the user prefers.
Just click on From Literal Entity Type then Select from Entity Type to choose which entity you are expecting for the user to input.
Learn more about Managing Entities.
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