Conversation canvas

Available in Classic and VPC

Conversation canvas is a feature that enables you to create conversation flows easily and quickly. Conversation canvas is a useful tool for designing the AiCall conversation flow. If you had difficulty grasping the conversation flow from the list of conversations, then you can use the conversation canvas to understand the conversation flow at a glance, allowing you to create conversations more efficiently. Conversation canvas can be used more usefully when a conversation with a clear flow needs to be created than when creating an FAQ-type conversation.

Conversation canvas working procedure

1. Preparations
Design and settings regarding entity, user variables, and action methods must be completed first.

2. Create domain
Create a domain to begin producing your chatbot service. You must select AiCall when creating domain to have the Conversation canvas menu enabled.

3. Compose conversation canvas
Create conversations and make connections on the conversation canvas. Connect the conversation boxes you created to design a conversation flow, and divide the conversation flow into activities so that conversations can be grouped. The recommended number of boxes per conversation group is 50 or less, and creating 100 conversations or more in a single conversation group can generate a loading time.
* If there are conversations already registered, click the [Import] button to import the conversations and then compose conversations.
* For more information about how to add conversation boxes, refer to Add conversation box.

4. Export to conversation list
Save the changes you made on the conversation canvas and export to the conversation list. After "exporting" to the conversation list, you can perform additional tasks such as adding user questions, setting (maintain, delete) context details, setting system error messages, entering JSON input, etc.

Conversation canvas page composition

Please see below for the page composition of conversation canvas and descriptions of each item.

Conversation group tab
Spaces can be divided by page in a conversation group, and conversations with connected flow can be grouped into conversation groups to be managed. If you do not add conversation groups, then all conversations belong to the "Home" group by default. The "Home" group can't be deleted or modified.

• Clicking the [+] button next to the [Home] tab creates "Conversation group 1."
• Double-click the group name to edit it, and a group name must be unique.
• Clicking the [x] button on the right-hand side of each tab deletes the conversation group, along with all conversations within the conversation group.
• You can drag the [Conversation group] tab to the desired location to reposition the conversation group.
• When there are multiple conversation groups, you can view them by clicking the [< >] buttons.
• Search the [⠇] button on the right side of the [Conversation group] tab to search conversation groups.

Import
Click the [Import] button to import all conversations added to the domain's conversation list.

• When "importing" after editing or deleting from a conversation list, the items that are equally reflected on the conversation canvas are Tool box (Finish call, Forward to a number) and Edit panel (Condition, User variable, Wait).
• Only the added data will be updated. If it is necessary to edit or delete, then the items that need to be directly deleted on the conversation canvas are Conversation group, Conversation box (welcome/no response/failure message, general conversation, system response), Tool box (context, conversation link), and Edit panel (user utterance, system response).
• Since unsupported answer types can't be "imported," it is recommended that you "export" your work before working on such answer types.
• When "importing," the recommended number of boxes per conversation group is 50 or less. Creating 100 conversations or more in a single conversation group can generate a loading time.

Export
Click the [Export] button to export all conversations added to the conversation canvas to the conversation list.

• The conversations registered on the conversation canvas will overwrite the conversations registered on the conversation list.
• The conversations that exist on the conversation list, but not on the conversation canvas, and the unsupported answer types are deleted. Thus, if you've made any additional changes on the conversation list, then it is recommended that you make sure to "import" to conversation canvas and perform "export" again.
• Unsupported answer types are image, multiple choice, sticker, Flex, and JSON.

History
Click the [View more] button of failure history to move the pop-up window freely within the canvas and edit the content that failed in Import/Export.

Add conversation box

Common editing method

You can create a conversation flow by creating conversation boxes and connecting the conversation boxes. To add a box, click [+] at the top left of the conversation canvas, select a box to add, and drag-and-drop it on the conversation canvas.

Edit panel
Clicking on the created box will display the Edit panel on the right-hand side for writing questions and answers.

Connect boxes
You can connect boxes by connecting arrows from the output context or connecting arrows to the registered answers.

• General conversation (common message) - general conversation (common message): Connect from output context to general conversation box
• General conversation (common message) - System response: Connect from answer to system response box
• General conversation (common message) - Conversation link: Can be connected from both answer/output context to conversation link box
• General conversation (common message) - Context: Connect from output context to context box
• General conversation (common message) - Forwarding to a number/Finish call: Connect from an answer to Forwarding to a number/Finish call box
• System response - System response: Connect from answer to system response box
• System response - General conversation (common message): Connect from output context to general conversation box

Multiple selection
You can make a multiple selection of conversation boxes and note components. Drag the mouse pointer while holding the [Shift] key down will enable the selection of multiple boxes.

Add general conversation

You can add conversation boxes to the conversation canvas and write conversation content. For more information on each item, refer to Create conversation.
The following describes how to add general conversation in the conversation canvas.

1. From the chatbot builder, click Conversation canvas > [+] (Add box) button.
2. Drag General conversation from the box list and place it on the canvas.
   • Edit panel will appear on the right side of the page.
3. Enter a question in the [User utterance] tab, and click the [Add question] button.
   • You can select a normal question, regular expression question, and intent type.
   • To delete a registered question, click the ⠇ icon and press the [Delete] button.
   • For information on input items, refer to Register question.
4. Enter an answer in the answer area of the [System response] tab.
   • Currently, the supported answer types in the conversation canvas is "default answer" where text can be entered, "audio answer" where audio can be registered, and "no response" where conditions and user variables are checked without an answer being returned.
   • When you click "+ Add new speech bubble," you can respond by using consecutive speech bubbles. Up to 20 speech bubbles can be added.
5. In Conditions field of the [System response] tab, you can set various conditions by using AND and OR logical operators in an answer.
   • Up to five AND conditions, and ten OR conditions, a total of up to 50 conditions can be set. Answers with conditions will take precedence over answers without conditions, and if no answer meets the condition, then a failure message may be returned.
   • For more information about the input fields, refer to Answer condition settings.
6. In the User variable field, you can manage the information acquired from the conversation with the user during the session as variables.
   • Before setting user variables in the conversation canvas, you must first create user variables by clicking the [Add] button in the [User variable] menu on the left menu of the chatbot builder. Once you have created user variables, you can set the user variables in the conversation canvas. The set user variable is updated when the corresponding answer is answered.
   • To edit a user variable, click a registered user variable to edit it, and click the [x] button to delete it. Click the [+ADD] button to add conditions.
7. You can set the chatbot's follow-up action after the chatbot returns an answer in the Wait field.
   • If you select "Voice recognition mode," then the chatbot will wait for user input. If no user input is received until the wait time expires, then a no response message from Common message is sent.
   • If you select "Keypad recognition mode," then the chatbot will wait for user's keypad input. If no user input is received until the wait time expires, then a failure message from Common message is returned.
   • If you choose "No selection," then the chatbot won't answer with a no response message when the user input isn't received.
8. The flag icon within the answer field is "Marker setting."
   • Marker is displayed if the temporary conversation log saving is set as "Save" in [Chatbot settings].
   • By enabling the marker setting, you can use the answers or context of the conversation at the point when the ${`previousChatbot} built-in action method is called. If markers are disabled for certain answer speech bubbles, then that speech bubble will be excluded from the target.
   • For more information on the ${`previousChatbot}built-in action method, refer to Action method guide.
9. When all the answers are configured, click the [Add answer] button.
   • To delete a registered answer, click the ⠇ icon and press the [Delete] button.
   • To modify a registered answer, edit it and click the conversation canvas area.

Add system response

System response is a feature that enables the chatbot to continue responding right after answering without waiting for the user's next input. Select this option when you want the chatbot to keep the initiative of the conversation, and not pass it on to the user.

• By clicking the "System response" box imported to the conversation canvas, you can edit it in the Edit panel on the right.
• You can enter answers in the [System response] tab.
• When connecting other conversation boxes to system response, context actions are not considered. Thus, the arrow connection between general conversation and system response, or between system responses can be made from answer to box, not from output context to box.

Task conversation

Task conversation is a feature that collects information from user utterances and performs simple tasks such as making reservations or tracking parcels.

1. Click the "Task conversation" box in the conversation canvas. You can edit it in Edit panel on the right side of the page.
2. Set slot information in the [Task] tab.
   • Slot name: Enter the slot name. Enter it to be a value that is not duplicated within the task.
   • Entity: Select the entity to be received as a slot. Both the domain entity and system entity can be used.
   • Value: The value of the slot filled in by the user can be inserted and provided in the final answer. Please enter the expression for using the value of the slot that has been filled in.
   • Asking back question: Please enter questions to ask back in order to fill the slots. The chatbot responds with asking back questions, in the order in which the slots are listed, to fill in the slots.
   • Required button: Click the checkbox to switch between required slot and optional slot settings. When the required slots are not filled in, task performance fails and the final answer is not provided. On the other hand, optional slots can perform tasks without fail, even if the user does not fill in the information.
   • Currently "Other settings" of task conversation is not supported in the conversation canvas.
3. Register the final answer in System response
   • The chatbot responds with the final answer when all required slots have been filled in.
   • The slot's value expressions can be used to respond with an answer that utilizes the user's utterance. When the value is entered as is in the answer input window as is, the slot filled in by the user is imported for the chatbot to give a response.
     

Add failure message

You can create a failure message to send when chatbot can't find an answer to the user's question.

1. From the chatbot builder, click Conversation canvas > [+] (Add box) button.
2. Drag Failure message from the box list and place it on the canvas.
   • Edit panel will appear on the right side of the page.
3. Click the [Add answer] button when you've completed settings for default answer, condition, user variable, and wait.

Add welcome message

Welcome message is the first message that the chatbot sends to the user at the beginning of a conversation.
The following describes how to add a welcome message in the conversation canvas.

1. From the chatbot builder, click Conversation canvas > [+] (Add box) button.
2. Drag Welcome message from the box list and place it on the canvas.
   • Edit panel will appear on the right side of the page.
3. Click the [Add answer] button when you've completed settings for default answer, condition, user variable, and wait.

Add no response message

You can set no response messages that urge the user to speak if the user does not say anything until the defined voice input wait time expires during a call with the user.
The following describes how to add a no response message in the conversation canvas.

1. From the chatbot builder, click Conversation canvas > [+] (Add box) button.
2. Drag No response message from the box list and place it on the canvas.
   • Edit panel will appear on the right side of the page.
3. Click the [Add answer] button when you've completed settings for default answer, condition, user variable, and wait.

Add conversation link

Conversation links indicates the connection to a conversation in another conversation group or to a different position within the same conversation group where an arrow connection is not feasible. Conversation link box serves as a proxy for the set conversation.
By clicking the "Conversation link" box imported to the conversation canvas, set the "conversation group" and "conversation name" you want to connect in the Edit panel on the right. At this step, selecting "Conversation group" first allows you to view and select "Conversation names" within subject "Conversation group," and you can also directly view and enter the "Conversation name" to connect to in the "Conversation name" field.
In the conversation box you wish to connect, use the arrow to connect it to the conversation link box. A set link box that shows to which conversation it is connected to is automatically created in the conversation set in the conversation link box. If the conversation link settings are changed or the link is deleted, then it is automatically reflected on the set link box.

Add context

Use context box by manually adding one when you want to set the context name yourself or bind arrows to indicate that they belong to a single context. A context can be created by connecting conversations with arrows, but the context name is automatically assigned by the chatbot in the process in such a case.

Forward to a number

This is the same feature as a conversation's Follow-up action > Forward to a number. It's used when a call forwarding is required during a conversation.

1. Click the "Forward to a number" box imported to the conversation box, and enter the phone number to connect in the Edit panel on the right.
2. In the conversation box you wish to forward to a number, connect the arrow to the "Forward to a number" box from the "System response" field.
   

Finish call

It's the identical feature to a conversation's Follow-up action > Finish call, and is used when the call should be ended immediately without continuing the conversation. In the conversation box you wish to finish the call, connect the arrow to the "Finish call" box imported from the conversation canvas from the "System response" field.

Notes

Notes can be used for various purposes according to the user's objective, including adding task instruction messages or leaving memos about revisions. You can edit text and change note color by double-clicking.

• Click the note to see the editing icon displayed on the upper right. Click the Recycle bin icon to delete it.
• You can adjust a note's size by clicking on the note's bottom right corner and dragging and dropping it.