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Medha Anand
medha@haptik.ai
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How to build an FAQ bot?
Published July 26th, 2021 by Medha Anand
What is an FAQ bot? Before we start designing, let's start by asking what is an FAQ bot? Why do clients need it? To start with companies want to botify existing FAQs often represented on corresponding sections on a website. They want to absorb an FAQ section of a website and convert that into a bot, one which is easily accessible and quickly develop
How to deploy Haptik's bot on Microsoft Teams?
Published August 2nd, 2021 by Medha Anand
Microsoft Teams apps bring key information, common tools, and trusted processes to where people increasingly gather, learn, and work. Apps are how you extend Teams to fit your needs. You can create a bot for Teams or integrate an existing app. Conversations often result in the need to do something (generate an order, review my code, check ticket sta
How to build Multilingual bots?
Published July 28th, 2021 by Medha Anand
A multilingual virtual assistant i.e. a bot that can converse with users in multiple languages, can be a tremendous asset to any organization. You can create these multilingual virtual assistants under the Linguist Pro plan. Why do we need a multilingual bot? IVAs enable you to interact with your customers in a smarter, faster, and more engaging way
What is bot functional testing?
Published July 28th, 2021 by Medha Anand
After testing the Training data, you can now conduct full Functional testing of the bot. This phase will ensure if the bot is ready to handle different types of user queries, whether the bot is taking the user through the right conversational flow and if the bot is able to handle out-of-scope queries from the users. The following points elaborate on
Introduction to Code Step
Published July 28th, 2021 by Medha Anand
In most cases, APIs are not directly consumable by the authoring platforms. This is because the request format of the external API is generally different from the format in which the platform makes the request. Additionally, the response data from the API won’t be directly consumable by the platform as the response format for the virtual assistant i
How to design WhatsApp Bots?
Published July 26th, 2021 by Medha Anand
Why should you read this? In this article, we talk about WhatsApp IVAs. This document will allow you to have an understanding of WhatsApp as a platform, do’s and don’ts, and some hacks to help you design IVAs on WhatsApp! Gear Up! Understanding WhatsApp as a Platform As the world’s largest messaging platform with over 2 billion users, WhatsApp is a
Integrating Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Introduction Haptik XDK is a lightweight SDK for consuming the capabilities of the Haptik platform. It contains minimal functionality to get started on Haptik's platform with simple, object-oriented interfaces Permissions The Haptik XDK module will add the following permissions to your app, this is to support all the features in the Haptik XDK. “INT
How is website bot different from a native app bot?
Published August 2nd, 2021 by Medha Anand
There are two ways to integrate the bot in Android/iOS: Native SDK is installed right inside your app. Your Android app opens up Haptik's Web SDK only as a webview. Limitations of Native SDK Native SDK has not been redesigned and is older Language support missing Native SDKs do not have out-of-the-box language support that the Web SDK does Bot promp
How to use Request a copy of policy Smart Skill?
Published July 26th, 2021 by Medha Anand
Request a Copy of the Policy Name of the skill on Conversation Studio - get policy copy Purpose of the skill - To share the insured’s policy copy (or policy declaration page) with the user on the IVA and/or via email The IVA will present the list of user's active policies. The user can proceed by selecting a specific policy. The IVA will then fetch
Image Loading Modules for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Overview Images are an important part of the UI. Thus it makes image loading a crucial part of application functionality. Out of the image loading libraries available, Haptik SDK supports the two most popular libraries viz. Picasso and Glide. The choice is now given to the developer integrating the Haptik SDK, to choose which library suits more to t
How to send feedback to Haptik using API?
Published August 2nd, 2021 by Medha Anand
Log Feedback to Haptik via REST API The Log Feedback API allows you to send feedback via a POST request to the Haptik Platform. The URL for logging feedback is generated on the Haptik Platform Dashboard. URL https://<BASE_URL>/v1.0/log_feedback_from_user/ Headers Authorization: Bearer <TOKEN> client-id: <CLIENT_ID> Content-Type: ap
How to send file to Haptik using API?
Published August 2nd, 2021 by Medha Anand
File Upload The File upload API allows you to upload user files via a POST request to the Haptik Platform. The URL for file uploads is generated on the Haptik Platform Dashboard. URL https://<BASE_URL>/v1.0/log_file_from_user/ Headers Authorization: Bearer <TOKEN> client-id: <CLIENT_ID> Content-Type: multipart/form-data Authorizati
How to display output using Output step?
Published July 28th, 2021 by Medha Anand
Using Output step to display Output One Code step can be connected to multiple Output steps. Depending on the conditions provided while making a connection, the Output step gets triggered. To know more about conditions to connect Code step to the Output step, click here . You can directly use the variables defined in the Sample Output JSON format to
How to handle Bot Breaks?
Published July 26th, 2021 by Medha Anand
Handling bot breaks Things don’t always go as planned...especially while chatting. That’s why you need to write copy and design flows for when things go wrong in a conversation between a bot and a user. Definition: A bot break a.k.a bot error is sent to the user when the bot is not trained or cannot find a close match to the user input. Types of err
What is Number Entity?
Published July 28th, 2021 by Medha Anand
Numbers Entity Numbers entity is meant for collecting numbers within a defined number of digits. You can have a minimum and maximum range of digits. In the above image, you can see a number-type entity. The following image shows the range of digits it can accept. If a user inputs anything more or less than the range, it is treated as an invalid val
How to debug the bot?
Published July 28th, 2021 by Medha Anand
Oh no! Your bot’s not working the way you expected it to? Follow this step-by-step guide to debug your bot. The debug window is broken into two segments: Basic Info - The Basic Info section provides a high-level overview of the bot logs in an easy-to-read UI. Detailed Info - The Detailed Info section of the debug window provides a full JSON of all t
Sample iOS SDK App(Legacy)
Published August 2nd, 2021 by Medha Anand
We maintain our sample app along with the new release updates to accelerate your app development. Browse sample code here to build your app.
Analytics for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Overview HaptikLib is geared up with analytics internally and also provides the functionality of giving callbacks for every event tracking. The HPAnalyticsServiceDelegate protocol gives an optional method (see example below) which is called if you confirm to the protocol. HPConfiguration class exposes a property named analyticsCallbackObject of type
Location Support for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Overview For some applications, a conversation might need input around geo-locations. Haptik iOS SDK also supports location and maps as a chat component to interact with the bot/agent, if the appropriate permissions are given by the user. Integration Add the location spec along with HaptikLib in your podfile to make use of location capabilities. use
UI elements supported on Google Business Messages
Published August 2nd, 2021 by Medha Anand
Using Chat Elements (HSLs) for Google Business Messages 1. Buttons Maximum of 4 buttons can be added on the IVA. There is a character limitation of 25 characters (including spaces) for each button. The buttons only support Text. The Buttons HSL gets rendered as Quick Replies on the Google Business Message screen. Adding button on Conversation Studio
How to end the conversation?
Published July 26th, 2021 by Medha Anand
While designing a bot, it is extremely important to design the end of your conversation. After all, how you end a conversation dictates whether a person would be interested in talking to you again. A good end to a first date is more likely to lead to a second one. In the same vein, your bot must never end a conversation abruptly. Use the end of any
Which all browsers is my website bot compatible on?
Published August 2nd, 2021 by Medha Anand
The SDK is capable of running across all modern browsers and web views across devices. Below are the list of supported desktop browsers Desktop Browser Base Version Chrome 30 Safari 10 Firefox 38 Edge 44 Mobile Browser Base Version Chrome Android 59 Firefox Android 54 iOS Safari 10 iOS Chrome Firefox 54 Though we try and support all major browsers,
Enabling Voice Support for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Overview By enabling the voice feature in Haptik SDK, the user and bot can interact through voice. Voice support is disabled by default in the Haptik SDK. Guidelines Voice feature is depended on the language locale configured in Haptik SDK. By default, Haptik SDK uses the English(en) locale for voice conversation. You can set your desired voice lang
How to build voice bots?
Published July 28th, 2021 by Medha Anand
What is a Voice bot? Voice is an efficient mode of communication because of its speed, accuracy, and effortless measures. A voice bot diminishes the user's attempt to type out a message and leads them to have a hassle-free conversation with the bot. A voice bot primarily uses voice/audio as an input for communication. Once the voice option is enable
Enabling Language Support for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Overview Language support is by default enabled in the Haptik SDK. The default language set in the SDK would be English "en". Language support will enable multi-lingual bot support in the SDK. Users will get a choice to choose from a list of languages supported for the bot. Guidelines The language preference for the user should be specified using la
How to configure Small Talk section?
Published July 28th, 2021 by Medha Anand
Small Talk SMALL TALK is used to provide responses to casual conversation. This feature can greatly improve the user experience by making the IVAs more chatty and covering common questions that may not relate to your IVA's intents. What is SMALL TALK? Other than the stories you create for your particular bot flows, SMALL TALK will be a default story
Does Web SDK support native platforms?(Legacy)
Published August 2nd, 2021 by Medha Anand
The SDK supports integrations with Native platforms such as iOS and Android. This is done with the help of a Web View. Android To ensure that the SDK loads up inside an Android WebView. Make sure the following permissions are present in the Manifest <uses-permission android:name="android.permission.INTERNET"/> The following settings on the Web
How to send message to Haptik using API?
Published August 2nd, 2021 by Medha Anand
Log Message to Haptik via REST API The Log Message API allows you to send messages via a POST request to the Haptik Platform. The URL for message logging is generated on the Haptik Platform Dashboard. URL https://<BASE_URL>/v1.0/log_message_from_user/ Headers Authorization: Bearer <TOKEN> client-id: <CLIENT_ID> Content-Type: applic
How to configure Ticketing on Salesforce?
Published August 2nd, 2021 by Medha Anand
Salesforce allows businesses to store user information such as their name, email, phone number, and so on. It then helps businesses to track their user's interaction and activity with the business. Create a Connected App Firstly, from the Salesforce Setup, you will have to create a new Connected App. This App will help Haptik Platform to fetch users
Troubleshooting for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
1. How do I go from Staging Environment to Production Environment? Set HaptikLib.setRunEnvironment(HaptikLib.RUN_ENVIRONMENT_PRODUCTION); Change the base URL in the InitData to production base URLTo your AndroidManifest.xml file 2. What should be the value for ai.haptik.places.sdk.api.key? If your application uses com.google.android.geo.API_KEY, pas
How to send entity values to API to fetch data?
Published July 28th, 2021 by Medha Anand
Sending entity values to API to fetch data Once the entity value is stored in a variable on the Code step, you can use this variable to send this to the API and fetch the real-time data. You can send this variable as a payload to the API endpoint. The following is a sample code for fetching order details - def main (event, context): """ event['body'
How to use entity filter?
Published July 28th, 2021 by Medha Anand
Step Entity Filter What is the feature? The Step-Entity Filter is the property of the Step-Entity combination. The filter MAY come into the picture after the ML Intent Detection algorithms have shortlisted STEPS as per the User Utterance and a decision is being made on which is the perfect STEP to respond to the User Utterance. The Step -Entity Fil
How to configure Bot Break messages?
Published July 28th, 2021 by Medha Anand
Bot Break Messages This is the message that will be sent to users when the bot breaks. Every time a user asks a query to the bot, the bot responds. But, there are certain queries for which the bot is not trained, or the query is too complex for the bot to understand. At such times, the bot would send a Bot break message. It is a generic message tha
What is Salesforce Integration? How to set up Haptik and Salesforce Integration?
Published August 2nd, 2021 by Medha Anand
Salesforce is a prime choice for most businesses to handle their CRM, manage data, and many more activities. Customers who use Salesforce Service Cloud for providing support can leverage Haptik IVA’s integration with Salesforce products to provide a unified automated support experience in one interface. Also, Haptik IVA users can remain on familiar
Glossary
Published July 14th, 2021 by Medha Anand
API - A software intermediary that allows two applications to communicate. In the context of Conversation Studio, bot builders can use APIs to connect data from another application to a chat flow. Button - One possible bot reply format. A button represents a single task that bots can deploy to prompt users to navigate in one of several directions. C
How to copy a Skill?
Published July 28th, 2021 by Medha Anand
You can copy a Skill Set using the Copy Skill option Once you click on the Copy Skill option, you will have the option to Paste Skill as seen below - Copying a skill will copy all the content within the skill such as all the steps, entities, connections, etc.
User APIs
Published August 2nd, 2021 by Medha Anand
[HOOK] Create user If supported by the ECT, the create user API allows the creation of a new user (case, etc.) in the ECT. This is to facilitate easy mapping of user IDs etc between a third party middleware (FB, WA, etc.), the ECT, and Haptik. Endpoint type POST required false provider ECT (via register_webhook) caller TRACT url registered_webhooks[
How to upload graph steps?
Published July 28th, 2021 by Medha Anand
Point to note: This only works for Static steps. Graph steps are basic static steps that we use in the graph of the Conversation Studio tool and it follows the same principle of User Messages, Bot Responses, and Start Steps to detect steps, reply back to the user, update the chat status and also support the API Integrations. Why do we need the Gra
Creating a Static to Static Connection
Published July 27th, 2021 by Medha Anand
You might want to transition from one static step to another based on the user's input to branch into a different information collection flow. The connections you create can prompt a user to transition from one step to the next in the following three ways: 1. Transition based on messages sent by the user (User Messages based Connection): This is w
Introduction to Haptik's Intelligent Analytics
Published August 4th, 2021 by Medha Anand
Introduction Intelligent Analytics by Haptik empowers teams to get a comprehensive overview of how the IVAs are performing. Get in-depth insights into how users interact with your IVAs, identify problem areas or features that can be improved and also collect first-hand user feedback about your IVA experience in real-time. The user messages/convers
How to use Audit Dashboard?
Published August 1st, 2021 by Medha Anand
The Audit Dashboard tool allows users to download audit logs for each of the platform-tools for a specified period of time. These audit logs give you information about what changes were made and by whom. Note The Audit Dashboard is only available to Partner Admins. Using the Audit Dashboard The Partner Admin can select the partner, the tool and the
How to share the bot?
Published July 28th, 2021 by Medha Anand
Once you are done with creating all flows in your IVA, you would want to start the testing phase. For the same, you can share your IVA with your team members so that they can perform user-level testing. How can we share our IVA? Share IVA is the button located on the top right corner of your IVA graph. What does the Share option do? On clicking the
How to use Preview and Publish?
Published July 28th, 2021 by Medha Anand
When and Why to use the Preview & Publish option? Once the bot is ready and needs to be taken live on the production environment, that is when you need to use the preview and publish option. On clicking the Preview and Publish button, the bot is made available in the production environment as well. Staging is our Development environment and Pro
How to keep my website bot always open?
Published August 2nd, 2021 by Medha Anand
In some cases, the SDK needs to be embedded in standalone pages where the SDK should be open by default and is not allowed to be minimized. Within initSettings, we need to add the following setting. This will initialize the SDK in FSM mode. 'mode': 'fsm' Full Example: <!DOCTYPE html> <html> <head> <title>Haptik JS SDK Always
How to add canned responses?
Published August 2nd, 2021 by Medha Anand
Canned Responses help agents send rapid and apt responses to the users. The Team Leader can upload the Canned Responses for the team from the Canned Responses section. How to add Canned Responses? Click on Canned Responses as shown below - You can either add Canned Response one by one or upload multiple Canned Responses using a CSV. Add single Canne
What is Currency Entity?
Published July 28th, 2021 by Medha Anand
A Currency Entity is meant for matching amounts of money with an indication of a currency type like, "50 rupees", "three hundred and fifty dollars". It returns an object type value consisting of two attribute-value pairs: User Message Entity captured I want to pay 50 rupees for the form {"unit": "rupees","value":"50.00"} I want to transfer three hun
How to configure General Settings?
Published July 28th, 2021 by Medha Anand
General Settings is the page where you can do some basic changes to your bot like making changes to business name, enabling human assistance, or enabling user feedback, and so on. You can navigate to the General Settings page, as shown below - General settings These are some basic details of the Business. Business Name: This refers to the overarch
UI elements supported on Zendesk Chat
Published August 2nd, 2021 by Medha Anand
The following table will help you understand the UI compatibility of different Chat Elements - Element Zendesk Web SDK Haptik Web SDK Text Emoji Links Quick Reply Typing indicator Button Image File Prechat Capture Not supported on Haptik Web SDK Form Not supported on Zendesk Web SDK GIF Not supported on Zendesk Web SDK Webview Not supported on Zen
How can we select Chat Routing Algorithm?
Published August 2nd, 2021 by Medha Anand
When a chat reaches the Smart Agent Chat tool, a team gets assigned to the user. After reaching the team, an agent receives the chat. Chat Routing Algorithms helps you to choose different modes in which the agents will receive the chats. These algorithms cater to various business demands and team settings. Key terms Let’s understand certain terminol
What is context retention?
Published July 28th, 2021 by Medha Anand
Context Retention in an IVA Context is linguistically defined as the background in which the conversation is taking place. From the IVA perspective, it can involve retaining the memory of any piece of information that has been either derived from past user behavior, the action performed by the IVA or has been explicitly given by the user. It can inv
Introduction to Conversation Design
Published July 26th, 2021 by Medha Anand
Welcome to Conversation Design . As per a Gartner report, 70% of white-collar workers will interact with conversational platforms on a daily basis by 2022. But success for any conversational platform depends heavily on the Conversation Design that goes behind the functioning of that platform. Hence, before you begin to build your Intelligent Virtual
What is Bot as an API?
Published August 2nd, 2021 by Medha Anand
What is Bot as an API? You can use Bot as an API deployment option to connect to a channel that is not currently supported out of the box on Haptik Platform. Another big use of Bot as an API is when you want to capture the events happening on the bot such as, messages sent by the bot, conversation completed on the bot. Bot as an API uses webhooks to
What are the guidelines for Connections?
Published July 27th, 2021 by Medha Anand
When should you add a connection? If chat flow contains a conditional logic and you need to take action based on the user response or entity valueFor example: When you would like the user to select the preferred language before continuing with the chat flow. If the chat contains a linear flow, but as we have a conditional logic for validation, split
Integrating Core Module for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Sign Up Flow: At a glance Below is the flow chart which shows what flow MUST be followed on app start and before showing inbox view Configuring Activities The following Activity needs to be added to your Manifest. Adding a parent will make sure that the UP button in ChatActivity will take the user to the correct activity. If you implement an Activit
What are the basic building blocks of Conversation Design?
Published July 26th, 2021 by Medha Anand
Understand Business Requirements Like any other software project, it’s important to first understand the business problem that the virtual assistant is supposed to solve, along with the expected outcome for the end-users. This helps the Conversation Design champion the users’ needs and also helps to safeguard against expectation-to-end result mismat
Using final response in main method
Published July 28th, 2021 by Medha Anand
Using final_response The format or values which the code will return depends on final_response present in def main(event, context). The default final_response is as follows - final_response = { 'status': True, 'entities':entities, 'user_full_name': user_data.get("full_name"), 'user_device_platform': user_data.get("device_platform"), 'conversation_de
Guidelines for FAQ bot
Published July 26th, 2021 by Medha Anand
Unstructured FAQ IVA guideline Definition: FAQs stand for frequently asked questions. Adding general FAQs to your bot is a great way to ensure that users receive answers to most of their basic questions alongside the more detailed user journeys that you have built. Examples: Considerations: Download the FAQ guideline linked here to add and structure
How to do Conversation Design Review?
Published July 26th, 2021 by Medha Anand
Content Design Review We recommend that you build one or two flows from your design in order to help you visualize the bot and fix any UX misses as soon as possible. This is an iterative process. Pick one or two flows from your design and check the following - The look and feel of the bot. Are the brand colors right? Are the Bot Personality and Avat
What are Self Connecting Steps?
Published July 27th, 2021 by Medha Anand
Self-connecting steps are used for maintaining the conversation state at the same step by entering user messages and for entity-based step identification for start steps. Conversation state maintains the same step by default when new entities for that step are detected in the most recent user messages and they are not used for transitioning to oth
How to analyse on Google Business Messages?
Published August 2nd, 2021 by Medha Anand
Intelligent Analytics by Haptik empowers teams to get a comprehensive overview of how the IVAs are performing. Get in-depth insights into how users interact with your IVAs, identify problem areas or features that can be improved, and also collect first-hand user feedback about your IVA experience in real-time. The user messages/conversations with hi
How to set up Shopify Integration ?
Published August 2nd, 2021 by Medha Anand
Shopify is now the leading commerce platform designed for businesses of all sizes. Shopify allows businesses to create their own stores online whether they are selling physical products, digital products, handing out rentals, and so on. Shopify provides the entire setup required for any online store. You can integrate Haptik's bot onto the Shopify w
How to deploy a bot using Bot as an API?
Published August 2nd, 2021 by Medha Anand
Integrating using Platform Deployments You can easily set up Bot as an API for your bot by using the Platform Deployments page inside Business Manager of the Conversation Studio tool. To set up Bot as an API, you will need the following keys - Callback URL - This is system generated URL Token - This is system generated key Secret Key - You can use a
Theming for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
1. Style Guide a. Color Guide Define color values in your resources with given names via a hex value Use tools:override="true" if you have also defined color with the same name. Toolbar color customization haptik_color_messaging_toolbar can be used to customize the background color of the toolbar. haptik_color_messaging_toolbar_text can be used to c
What are the available roles on the platform?
Published August 1st, 2021 by Medha Anand
Available Roles in the System The roles are divided or categorized on the basis of tools. The available roles in the system are as follows: Conversation Studio Bot Builder View - This role allows you to view a bot's flows and training data. Bot Builder Edit - This role allows you to edit a bot's flows and training data. Bot Builder Publish - This ro
What is Natural Language processing?
Published July 28th, 2021 by Medha Anand
Natural Language Understanding (NLU) is the underlying technology that enables conversational applications to interpret human language for various use cases. Haptik has been a pioneer in the Conversational AI space since 2013. Over the years, our approach has been to understand how consumers interact with businesses, and build our technology from t
How to set up a launch message on my website bot?
Published August 1st, 2021 by Medha Anand
You can launch the Bot with a task or message on behalf of the user. Haptik provides the following methods for doing so. launchTask(taskId, callback) Launches the SDK and automatically sends specified taskId as a user message (The same message that would be sent if the user tapped on that task) Params: taskId <Number> The task id is specified
How to integrate an external bot?
Published July 28th, 2021 by Medha Anand
Why? There might be times when there is an existing bot with a flow already built on another platform or through custom code. It is possible to connect this external bot flow to the Haptik tools through the Conversation Studio tool. Process to integrate 1. Create a bot on Conversation Studio The first stage is to create a new bot on the Conversation
How to handle Agent Transfer?
Published July 26th, 2021 by Medha Anand
Agent Transfer Definition: If the bot fails to understand a query, the bot can transfer the chat to a human agent. This form of escalation is what we call an Agent Transfer. Why? Complex queries and frustrated customers are better handled by humans. Bots cannot be expected to know everything about the domain and having agents on hand is a good way t
What are Smart Funnels on Intelligent Analytics?
Published August 1st, 2021 by Medha Anand
Introduction For a business that has deployed an IVA solution, it is imperative to know if the IVA is able to help users with a resolution. Smart Funnel helps us track the effectiveness of the bot by tracking the completion rates and identifying the drop-off points in order to make changes to the bot design or flow to ensure users are getting a reso
How to use bot QA tool?
Published July 28th, 2021 by Medha Anand
Introduction At Haptik we design, develop and test bots every day. These bots are spread over multiple domains like e-commerce, insurance, gaming, etc. Some of these bots are text-based, some voice-based and some support a mix of both. Our objective is not just to make bots live in production, but also to make them robust and fail-proof, i.e. to del
How to configure Facebook Credentials for a bot?
Published August 2nd, 2021 by Medha Anand
After an Admin has been added to the app, they will have to continue with certain configurations. Step 1: Create a Page If a Facebook page has not been created yet, Admin can create the page where the bot will be live. On the left sidebar, under Products, there will be a Messenger option. Go to the Settings page and when you scroll down, you will be
Steps to create a WhatsApp Bot
Published August 2nd, 2021 by Medha Anand
In this section, we will see how to begin the designing of a WhatsApp bot, how to build the bot on the Conversation Studio tool of Haptik Platform and how to deploy the bot so users can start sending messages to your business. Design the bot Well, when it comes to creating a WhatsApp IVA, the first and foremost consideration is design. There are a l
What are the properties of HSL?
Published July 28th, 2021 by Medha Anand
This doc will describe the various valid attributes and their values that can be used while generating the HSL JSONs as and when applicable. HSL Data Attribute/Parameter Descriptions The data part of the HSL holds most of the complex information enabling us to create complex chat elements. The data varies for every different type of the HSL. Before
What is the difference between intent and entity?
Published July 28th, 2021 by Medha Anand
What is an intent? An intent constitutes a task or action the user wants to perform. It is a goal or purpose that is expressed in a user utterance. Expressions that mean the same thing but constructed in different ways are added to the same intent. Example: Intents Example user messages Book_flight "I want to book a flight to Delhi next week""I woul
How to use entity patterns?
Published July 27th, 2021 by Medha Anand
Entity Patterns Entity Patterns allow the entities to be defined in such a manner that they can be detected on the basis of the context under which the utterance has been made by the User. Delete Entity patterns can be added only in English for now. When to use it? It can be used in the following cases - When an entitycan take an infinite set of val
How to enable auto-suggestion?
Published July 27th, 2021 by Medha Anand
Autocomplete Suggestions You have to enable autocomplete feature manually on your bot. Two steps to make autocomplete feature live on a bot - The bot builder needs to flag (refer to the image below) particular user messages a sentence on every start step. And this sentence will be suggested as user types in the message composer. This control is pro
How to deactivate/delete a user?
Published August 1st, 2021 by Medha Anand
Deactivating a User You can deactivate a user by clicking on the Deactivate User button in the user modal. This will deactivate the user across the system and not just in the current account.
Which information is sent as Webhook Payload?
Published August 2nd, 2021 by Medha Anand
The Haptik Platform sends an event to your registered webhook under the below situations: - Bot replies to a user message - An agent replies to a user message via our agent chat tool. - Client integrates our API to send messages to a user. The payload sent to your registered webhook will always be in JSON. Parameters Property Name Description versio
What are Image HSLs?
Published July 27th, 2021 by Medha Anand
This option allows you to send an image as a response to a user query. You can configure this by clicking on the Add a chat element link and then selecting Image. After choosing Image as the chat element option you have several configuration choices. You can select the size and set the aspect ratio for the image. You can then add a text message to b
Creating a Code Step to Output Step Connection
Published July 27th, 2021 by Medha Anand
You can transition from a code step to any output step basis a set of rules/conditions applied on the output JSON from the code step . Transition Basis Rules on Output JSON: You can apply a combination of rules combined by either AND or OR to traverse from one step to the other. You can add rules in the following way: Click on the connection betw
Required Permissions for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Make sure you have all of the following permission attributes in your Info.plist file: Haptik only supports Portrait orientation. <key>UISupportedInterfaceOrientations</key> <array> <string>UIInterfaceOrientationPortrait</string> </array> Privacy - Photo Library Usage Description to enable a user to upload photos
Authentication for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Basic Sign Up During the signup process (which involves a network request), you have to collect the user's information and pass it in the signup function. The public class HPSignUpObject is to be used for collecting the metadata of the user as illustrated below: Objective-C // Build Sign Up Object HPSignUpObject *signupObj = [HPSignUpObject buildWit
What is a Business?
Published July 28th, 2021 by Medha Anand
What is a Business? Every time you create a bot, a new Business gets created. A bot always has a Business tagged to it. User always talks to a Business. All configurations related to a bot are done under the business ranging from the look and feel of the bot to the deployment channels of the bot. Business creation A business gets created automatical
Additional Features for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
1. Launching Channel with Custom Message You can launch the channel and send a custom message to the bot automatically by calling the following method. Ask Haptik for mapping of business to their unique name which you may then utilize in SDK. Router.launchChannelWithCustomMessage(Context, String businessViaName, String message, String source, boolea
What does the Dialogue Manager do?
Published July 28th, 2021 by Medha Anand
Dialogue Manager is the decision-making engine of the conversational pipeline. Since the conversational engine consists of multiple modules, the Dialogue Manager makes a choice on what’s the best module to respond to the user's query. Some of the modules present in Haptik’s conversation pipeline are - Graph Steps, FAQ Steps, Small Talk, etc. Dialogu
What are Text+Quick Replies HSL?
Published July 27th, 2021 by Medha Anand
Text Responses The first type of Chat Element we will look at is Text Responses. These are simple chat elements where you can use simple text messages as responses. You can use this chat element by opening Bot Responses and going to the Bot Responses section within it. Here you can click on the T ap to Add button to create a text response. After you
How to monitor chats on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
As a TL, you can monitor the ongoing chats taking place between the bot or the agent and the user. This will help you see if the chats are being handled properly by the agents or the bot. If you find a user who needs human assistance, you can directly reassign the chat to an agent using the Chats section. There are two ways you can monitor the ongoi
What are the security protocols to follow for using APIs?
Published August 2nd, 2021 by Medha Anand
Due to the critical and confidential nature of the data being exchanged, all clients must adhere to the stated rules for implementing a webhook to eliminate potential risks. Webhook Requirements Your webhook should meet the following minimum performance requirements Must be an HTTPS endpoint Respond to all webhook events with a 200 OK Respond to all
How to add external tools on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
Stages Once you log in, you will see the below page. Open Admin Tools, as shown below. Select External Tools. On clicking on External Tools, the below page will open Ex: We added an external url (https://material.io/design/) which should appear for Flight Hindi Voice Business as "Test External Link". Now, click "Add External Tool", to land on the s
What are Carousel HSLs?
Published July 27th, 2021 by Medha Anand
This type of chat element helps you build a carousel of elements. Each of these elements can have a thumbnail image, title, subtitle, description and buttons. You can use this type of chat element by clicking on add a chat element and then selecting carousel. Inside the carousel menu we can edit the size of the carousel and also set the aspect ratio
Using user_details variable
Published July 28th, 2021 by Medha Anand
User Details Data stored in this context variable will be saved at a user level and will be available for all the conversations that the user has. Data inside user_details will be available across bots and businesses as long as the underlying user is the same in the database. This context variable should be used for storing permanent details about t
How to analyze Closing Categories on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
At the end of every conversation, agents have to mark a closing category along with reason. This is mandatory if the closing categories have been set up initially. While analyzing the chats, Closing Categories help you provide an insight into how many queries you are receiving for a particular category. You can set the duration to analyze the catego
Conversation on iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Overview This document focuses on different techniques with which you can take the user to the conversation after the user is signed up. Every conversation is tied to a unique string called the businessvianame which is provided to you when you set up an account with Haptik. Using this unique businessvianame identifier you can take the user to the co
What is Permission Management?
Published August 1st, 2021 by Medha Anand
The Permission management tool allows Account Admins to manage the accounts they have access to and provides the following functionality: Create New Account Add Existing Users to an Account Create New User inside an Account Change Roles for the user Make Bulk Addition/Updates to the users All of the above functionality is only available to an Accoun
Permissions for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Permissions Core module of the Haptik SDK add the following permissions to your app, this is to support all the features in the Haptik SDK. Launch Permissions “INTERNET” (For making the NETWORK CALLS) “ACCESS_NETWORK_STATE” (Check if the device is connected to the INTERNET) “WAKE_LOCK” (MQTT) Staggered Permissions “ACCESS_FINE_LOCATION” (USED TO SHA
Authentication for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Basic Sign Up Use the following code to configure the SignUpData which is required for signing up the user on the Haptik platform SignUpData signUpData = new SignUpData.Builder(SignUpData.AUTH_TYPE_BASIC) .userFullName(username) .build(); The AUTH_TYPE parameter can be different from AUTH_TYPE_BASIC to your product need. This can be discussed while
What is Raw JSON/Text HSL?
Published July 27th, 2021 by Medha Anand
You can use this HSL for sending only text responses or if you want to use a custom chat element you can use this option. A custom chat element is something that is not part of the standard elements mentioned above. In such cases, you can enter the raw HSL code directly and that element will be rendered by the bots.
Creating a Output Step to Static Step Connection
Published July 27th, 2021 by Medha Anand
You can transition from an output step to a static step based on User Messages or Entities. This functions the same way as Static to Static Connection. You might want to transition from one static step to another based on the user's input to branch into a different information collection flow. The connections you create can prompt a user to trans
How to use Message Composer area on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
The center of the screen comprises the message composer. An agent can - Exchange messages with the user Send canned responses to users Use Smart Actions Report a user as inappropriate Takedown notes during a conversation Share a chat link with others Mark chat as Complete and Waiting for user Reassign chat to a person or a team When a new chat is as
Smart Actions for Bot Responses
Published July 27th, 2021 by Medha Anand
Smart Actions There are 3 smart actions available {} - This can be used when you want to skip any message. This is vastly used in Final Response when you want to skip this message. {taskbox} - When the user reaches a Step where bot responses are {taskbox}, the bot opens up the Menu. {feedback} - When the user reaches a Step where bot responses are {
Intelligent Analytics FAQs
Published August 1st, 2021 by Medha Anand
1. Is 8 minutes inactivity window for calculating one conversation configurable? No, 8 minutes inactivity window is not configurable. After 8 minutes of inactivity, the conversation is marked completed. However, the IVA remembers the context for 2 hours. So if the user comes back within 2 hours, the IVA will be able to help him with the saved contex
What are Chat Elements?
Published July 27th, 2021 by Medha Anand
In the Bot Responses documentation, we saw how we can respond to the users based on different inputs. In this document, we will look at the different ways in which the bot can respond to the user. In the Haptik Platform, these elements can also be called HSL elements. HSL stands for Haptik Specific Langauge. Different channels support different UI e
Executing the code step
Published July 28th, 2021 by Medha Anand
When you click on the Run button, the code will be executed using the sample input data and the output and logs will be shown at the bottom of the code executor window. When we test the code on the bot, logs are created every time a code step is executed. The View Logs option is present on the Code step, under Open Code Editor button. When we click
UI elements supported on Telegram
Published August 2nd, 2021 by Medha Anand
Conversation Studio tool has various rich chat elements to show different types of messages to the users. The following table depicts how these chat elements are rendered on the Telegram bot. Element On Conversation Studio On Telegram bot Buttons text and link buttons Carousels Carousels are not supported on Telegram Sending Audio Files to the user
How to publish the Business Manager?
Published July 28th, 2021 by Medha Anand
Publishing your Business from Staging to Production The Business Manager is responsible for the configuration of multiple key characteristics of the bot such as the appearance of the bot, bot break messages, deployment settings, bot prompts, and task boxes. Hence, the business needs to be published in the production environment. You can click on the
Theming for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Overview You can refer the Design Guidelines Document for HaptikLib to know what all theming it supports. To set the specific style guide HaptikLib gives another Public Class HPThemeService which also follows the builder pattern just like you did with HPSignUpObject. You have to set the instance of HPThemeService to the themeConfig property of Hapti
Thread control (TC)
Published August 2nd, 2021 by Medha Anand
Note Please refer to actors for the values of the abbreviations used. What is thread control? Thread control is a way of assigning ownership of a chat conversation (a.k.a. "thread") to a chat tool capable of responding to a CEU. The thread control protocol allows for multiple ECTs to be able to respond to a given chat form a CEU, in conjunction with
Formatting options for Bot Responses
Published July 27th, 2021 by Medha Anand
Using Entity Values inside bot responses You can use the value collected in the entity inside your bot responses to personalize the messages. For example: if you collect the user's name using the person_name entity and you want to use it in the Final Response, you can use the name as shown below - Using Simple Entities in bot responses To use the en
How to do Content Formatting for IVA?
Published July 26th, 2021 by Medha Anand
Content formatting Text formatting: Bold, Italic, Underline Your user should be able to skim through your answer and understand the response. Considerations: For long FAQs, always make sure that the most important aspect of the answer is bold. Always make sure that any direct questions to the user are made bold. Example: Thank you for providing your
How to take WhatsApp bot live?
Published August 2nd, 2021 by Medha Anand
You can use the Platform Settings section of the Conversation Studio tool to deploy your bot on Whatsapp. You can read more about the section here. Connecting through Platform Deployments After the bot is built you can connect it to the Whatsapp number through the Platform Deployments section of the Conversation Studio tool. Navigate to Platform Dep
Using external packages in code step
Published July 28th, 2021 by Medha Anand
Supported Packages Default - List of Packages here Extra packages - chardet-3.0.4 gspread-3.1.0 httplib2-0.13.1 idna-2.8 mysqlclient-1.4.2 oauth2client-4.1.3 pyasn1-0.4.6 pyasn1-modules-0.2.6 pytz-2019.2 redis-3.2.1 requests-2.22.0 rsa-4.0 six-1.12.0 unicodecsv-0.14.1 urllib3-1.25.3
Using Environment variables
Published July 28th, 2021 by Medha Anand
You can set environment variables for the code executor to store values like database username and passwords that you don't want to expose inside the code. The environment variables are stored at a bot level. This means that variables stored in one step are automatically available to all steps inside the bot. You can set these variables by opening t
How to send payment links using SETU APIs?
Published August 2nd, 2021 by Medha Anand
When you want to send payment links to the users between a conversation on a bot, you can use SETU APIs. The Fetch Bill and Send API is used to fetch a bill from Setu Collect Integration and send it across to the users. API endpoint - https://prod.setu.co/v1/message/bill/fetch Create an OAuth token to use the APIs. Read here to know more about gener
How can the agents access user details and use the external tools?
Published August 2nd, 2021 by Medha Anand
On the right-hand screen of the screen, agents can - View User Details Use External tools View Previous Conversations View Notes User Details Understanding the basic details of the user like Name, Phone Number, Email, etc, helps agents understand the background of the user and help users better. This section gives us all those details about the user
How to copy a step?
Published July 28th, 2021 by Medha Anand
Copying a step is similar to that of Skill. The only difference is that this functionality will copy only the selected step rather than the entire Skill. Copying on step be done as follows: Paste a Step: Select the Skill where the step needs to be pasted Upon clicking the, select the option to Paste Step Upon successful completion, you will be able
How to create/update a Haptik User using API?
Published August 2nd, 2021 by Medha Anand
Create or Update Haptik User API Eventually, when you will be sending messages via Haptik, you will provide Haptik with a unique id for every user (auth_id). This is supposed to be the unique identifier for the user in your system. Before sending any message to Haptik, you need to register the user, during this phase you could also provide additiona
Push Notifications for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
1. Checklist Make sure you have the FCM device token. Make sure notifications for your app are successfully received and displayed. 2. InitData Changes Enable Haptik push notifications in the InitData configuration for Haptik SDK. The InitData for Haptik will now look as follows: new InitData.Builder(application) .baseUrl(BASE_URL) .debugEnabled(Bui
Understanding different UI elements
Published July 26th, 2021 by Medha Anand
This section is a collection of general good practices to follow while designing the core utility of your bot. This includes everything from our content cheat sheet to UI elements to handling bot errors. We recommend that you read this entire section before you start designing your user journey. Pick your goal Now that you know how your bot will be
How to manage team capacity on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
How to understand Team capacity? In real-time, Manage Agents allows TLs to analyze the team capacity. This section helps you to gauge the incoming traffic and if the available agents would be able to handle all the incoming chats. You will also be able to check if the team needs more agents to be online to handle the incoming chats. Chat handling Ca
What is Small Talk?
Published July 26th, 2021 by Medha Anand
Small Talk Smalltalk is a plugin that enables your IVA to have informal conversations like "What is the weather like", "Tell me a joke". This plugin provides 99+ such conversational intents with their predefined responses. You can go ahead and tweak these responses suiting your brand and IVA. To learn more about Small Talk, click here . Delete You
Introduction to WhatsApp Bots
Published August 2nd, 2021 by Medha Anand
WhatsApp helps more than 1.5 billion people connect and share with the people they care about. WhatsApp is a simple, secure, and reliable way for businesses to reach their customers all over the world. The WhatsApp Business API Client supports a subset of the features provided by the WhatsApp applications you already know from Android, iOS, Web, and
How to integrate webviews on the bot?
Published July 28th, 2021 by Medha Anand
Overview Haptik platform allows you to open a standard review, where you can load a webpage right inside the chat window. This lets you offer new and better experiences that might not be possible using current HSLs. Using a webview is a quicker way to build custom UI elements compared to building a new HSL. Webviews can be used to render custom cont
How to use the debug logs?
Published July 28th, 2021 by Medha Anand
When you are building the user journeys on an IVA, you can test the flows simultaneously using the Test bot section. Every user message has a log icon, as shown below The Debug section aids in understanding how the users are proceeding ahead in the flow. You can also check what details the bot is capturing and whether these users are going in the ri
How to deploy Haptik's bot on Facebook?
Published August 2nd, 2021 by Medha Anand
Currently, there are more than 1.3 billion Facebook users and this provides a bigger opportunity for businesses to reach their consumers. Facebook allows businesses to converse with their consumers using Facebook Messenger. There are several advantages for using Facebook Messenger - Customer service is readily available for the consumers. Easily ide
How to change the default language on my website bot?
Published August 2nd, 2021 by Medha Anand
SDK also supports multi-language bots where the user can seamlessly switch between multiple languages. The default language first loaded can be changed by adding the initialize-language parameter 'initialize-language': 'hi' Full Example: <!DOCTYPE html> <html> <head> <title>Haptik JS SDK Multi Language Demo</title> <
How to share Chat Link?
Published August 2nd, 2021 by Medha Anand
What are chat links? Chat links are the conversation is between the user and the bot or between the user and a live agent, chat links can be shared across with anyone. There are scenarios where we need to analyze the conversation, chat links are extremely useful in this case. What all information do chat links contain? Chat links have - All conversa
What are the different integration parameters?
Published July 28th, 2021 by Medha Anand
Introduction In this section, we will take a look at the request and response parameters that are passed to the integration functions. These parameters are passed as request data to the API integrations and are passed as function parameters to the main function in custom code integration. Request Parameters { "step": "system name of the step", "even
Troubleshooting for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
1. How do I go from Staging Environment to Production Environment? Change details in your info.plist file Set runEnvironment to 0 Change the base url to your production url <key>HaptikLib</key> <dict> <key>clientID</key> <string>Insert_ClientId_Here</string> <key>baseUrl</key> <string>Pro
How to set up Sunshine Conversation integration?
Published August 2nd, 2021 by Medha Anand
Zendesk is a service-first CRM company that builds software designed to improve customer relationships. The software is powerful and flexible and scales to meet the needs of any business. The Zendesk Messaging Bot Partner Program is a new initiative at Zendesk to help businesses deliver bot integrations into Zendesk Suite. Any business opting for th
How to get user Opt-Ins?
Published August 2nd, 2021 by Medha Anand
What is it? A user must first consent to receive messages in WhatsApp by opting into them via a third-party channel. It must meet the following guidelines: Active Opt-in: Opt-in must be triggerred by the user. Must Opt-in with a visual element shown next to WhatsApp name and logo. User should have control over what number is used through explicit ac
Integrating Jio Communications(Legacy)
Published August 2nd, 2021 by Medha Anand
1: Adding Gradle Dependencies To enable the Jio Module you need to add the following dependency in the implementation 'ai.haptik.android.sdk:haptiklib-jio-communications:7.2.0-72183' 2: Implementing JioCommunicationService Implement the interface in the Jio Communications module and implement the methods in the interface. 3: Changes to InitData Pass
How to use Skill Analysis on Intelligent Analytics?
Published August 1st, 2021 by Medha Anand
You must already know that Stories are sub-components within a created bot. In our Intelligent Analytics tool, you can click on "Skill Analysis" to analyze any bot's performance on a Skill level. Start by selecting a specific business and the custom date range. And then you can see a data table and donut chart(s). Data table You get a list of all s
How to complete chats manually?
Published August 2nd, 2021 by Medha Anand
The Complete Chats section is a tool to complete/close all your open chats (chats can be in different states such as pending, waiting, queued). Step 1: Navigate to the Complete Chats section Step 2: Select the Business From the Business dropdown, you can select your business name. All your teams are a part of the same business. Step 3: Select the Ch
What is the difference between Mandatory and Non-mandatory entities?
Published July 28th, 2021 by Medha Anand
Mandatory and Optional Entities The intent is the desired outcome of the whole user utterance, while entities are data extracted from the user utterance. Intents are mandatory as they are important pieces of the puzzle to identify the user action or goal. Entities are optional. You do not need to create entities for every step in your bot, but only
How to send payment notifications using SETU?
Published August 2nd, 2021 by Medha Anand
SETU uses Interakt APIs to send payment notifications to the users; one for acknowledgment and one for sharing payment links. These are the default and approved HSM templates - Template for Payment Acknowledgment Template for Share payment link The Pay Now button will open the UPI app. In case you want to change the templates, please contact your Ha
Event APIs
Published August 2nd, 2021 by Medha Anand
[HOOK] Receive event from TRACT Endpoint type POST required true provider ECT (via register webhook) caller TRACT url registered_webhooks['category']['subcategory'] encoding application/json Request parameter type required description conversation_number str true Current conversation number user_id str true Associated user ID category str true Event
Additional Features for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Sync Custom Data In some cases you might need additional data before initiating the chat with user. For example, you might need the order details before resolving the user's query. Here's how you can do that: Objective-C // Objective-C /** @method Let's you sync some custom data with the backend for the signed in user to give the bot/agent some co
How to implement Ticketing on Salesforce?
Published August 2nd, 2021 by Medha Anand
1: Create a New Bot We will start by creating a new bot on the platform. Once you have logged in to the Haptik platform, you will land on the Getting started page. Select the "Create new IVA" button, as shown 2: Create a Skillset and Sub Skills After creating a new bot, create a new Skillset within the bot. Within the skillset, add a skill or creat
How to deploy Haptik's bot on Telegram?
Published August 2nd, 2021 by Medha Anand
Telegram is a fast and secure messaging platform, used by millions of people around the globe. Telegram Bots are special accounts that do not require an additional phone number to set up. There are multiple perks of using the Telegram bot. Telegram provides multiple types of UI elements for users to communicate with the bot such as different types o
How to set up SETU integration?
Published August 2nd, 2021 by Medha Anand
SETU provides APIs for businesses that help their users to complete payment transactions securely i.e. it helps businesses to collect payments on 400+ UPI and banking apps like PhonePe or GPay; and other offline channels. There are 2 approaches to consume SETU APIs - You can proactively send notifications to your users to complete their payments.OR
What are the SDK customization methods available?
Published August 2nd, 2021 by Medha Anand
Client Accessible SDK When the SDK loads, it exposes a Javascript SDK. This Javascript SDK can then be used to programmatically control some of the behavior of the SDK. Event Listener In order for these methods to be accessible, the SDK needs to load first. The SDK emits a custom event to notify any/all subscribers that it has loaded. document.addEv
How to analyze chats on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
As the Team Lead, you can - Analyze closing categories Analyze time and chat statistics Analyze agent performance Closing Categories Closing categories will help you analyze the volume of types of queries the bot is receiving from the users. Click here to know more about analyzing Closing Categories. Team Analytics In the Team Analytics section, you
How to set up a flowchart tool?
Published July 26th, 2021 by Medha Anand
This is the most important tool in the Conversation Designer’s arsenal to design conversational flows and user journeys. Why do you need a flowchart tool? A flowchart helps you craft your conversational journey before you invest in building the bot. It provides a fully flexible canvas to modify and play around with ideas at an early stage. A flowcha
How to delete an entity?
Published July 28th, 2021 by Medha Anand
Delete an entity You can delete an entity from the particular step by clicking on the delete icon present beside the entity name. Delete Once you delete an entity from the Bot Response section, the entity will be removed from the bot too.
Rate & Share for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
1. Rate Functionality Users have an option to rate the app on playstore. To enable this you need to add your app playstore URL as string resource exactly named as, <string name="haptik_playstore_link">[Your app Link]</string> 2. Share Functionality SDK provides inbuilt share functionality where users share the app with others via social
What is a Step on Haptik?
Published July 26th, 2021 by Medha Anand
What is a Step? Steps are the interlinked building blocks of an IVA. Each step acts like a gatekeeper that detects user inputs, sends out appropriate responses and directs users to the next step . They are the points where conversation converges or diverges basis the information users input to the IVA. Steps are comprised of several important sub-c
How to deploy Haptik's bot on Google Business Messages?
Published August 4th, 2021 by Medha Anand
Table of Contents Setting up Google Business Messages 1. Create Brand 2. Create an Agent 3. Manage Location 4. Verify agents and location 5. Launch locations and agents 6. Entry Point 1. NON_LOCAL Entry Point 2. Location-Based Entry Point 7. Live Agent Requirements The way we communicate has changed, 75% of consumers now prefer to engage with a bran
How to ensure API security?
Published August 2nd, 2021 by Medha Anand
To access any of Haptik's APIs, you require a Haptik provided authentication token. The Authorization header of each HTTP request should be "Bearer" followed by the token. Note If the Authorization header is missing or invalid, then the 401 status code is returned. Example Header Authorization: Bearer <TOKEN> client-id: <CLIENT_ID> Conte
FAQs on Whatsapp
Published August 2nd, 2021 by Medha Anand
1. Image not loading intermittently on WhatsApp WhatsApp sometimes caches the images on its servers because of which you may not see the images getting loaded each time. Please follow the steps below to mitigate the issue Add a random GET parameter in the request URL for each image. Example below Old Image Link: https://www.haptik.ai/abcde.jpg New I
Quickstart for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Prerequisites To Integrate Haptik iOS SDK, you must obtain the following credentials to get started Client ID: Unique Haptik identification number associated to your account Business via name (Channel name): Unique identification topic name of the conversation Auth Type: authentication type to be used for user registration Base URL: Link pointing to
Creating a Static to Code Step Connection
Published July 27th, 2021 by Medha Anand
The transition from a static step to a code step happens automatically once all the required entities are collected. However, if the static step is connected to another static step and has a user message or entity based transition and the condition for these transitions get satisfied then the transition will happen to the connected static step
How to use entity values on code step?
Published July 28th, 2021 by Medha Anand
Using Entities on Code Editor The information which is collected from users on the Static Step, in the form of entities, can be used on Code Step to fetch user-related information. The connection is automatic from Static Step to Code Step i.e. whenever the user provides all the mandatory entity values, the following Code Step gets triggered. In orde
How to copy an entity?
Published July 28th, 2021 by Medha Anand
When to copy an entity? Since the entity is created locally ie. specific to a bot, it cannot be reused, except for system entities. If one needs a similar or the same entity, they can copy and paste that entity on their bot. Copy an entity Click on Add an entity and then search for the entity Give a unique entity name, according to the convention,
Sample App for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
We maintain our sample app along with the new release updates to accelerate your app development. Browse sample code here to build your app.
How to setup a WhatsApp account?
Published August 2nd, 2021 by Medha Anand
Before we start WhatsApp integration we need to get the business and phone number approved. The steps involved are: Step 1: Apply for access: Whatsapp Business APIs are only available to approved businesses. Businesses can apply for approval by filling a questionnaire and submit to us and we will get the business approval as a WhatsApp partner. Step
How to re-enable Webhook if it gets disabled?
Published August 2nd, 2021 by Medha Anand
Enable Webhook via REST API If the webhook is automatically disabled by Haptik due to mentioned reasons. You will have to use this API to enable the webhook again via a POST request to the Haptik Platform. The URL to enable webhook will be generated on the Haptik Platform Dashboard. URL https://**************/v1.0/webhook/ Headers Authorization: Bea
Push Notifications for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Push notifications can considerably enhance your customer experience. Haptik can also be configured to receive and handle Push Notifications for the conversation. Checklist Make sure you have valid APNS (.p8) certificate shared with Haptik Make sure your app supports push notifications under Signing & capablities For detailed instructions on how
What are SDK Configurations?
Published July 28th, 2021 by Medha Anand
SDK Configurations SDK Configurations is where you can make changes to your bot, as explained below, You can navigate to SDK Configurations, by selecting Business Manager, and further selecting Channels, as shown below - Upload Business Icon: When there are multiple Businesses clustered together in an account in a home screen, you can assign each B
How to create HSLs in Code Editor?
Published July 28th, 2021 by Medha Anand
1. Display a static HSL element - You can use HSL's (Chat Elements) to display different elements on the bot, such as carousels and buttons. To display HSLs using code step, we first have to copy the HSL from any static step, with the required elements such as a button. The procedure to copy an HSL is mentioned here . Change the True and False flags
Migration for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Moving from 2.1.0 → 2.2.0 HaptikLib.init() has been changed to take an Application reference in the argument HaptikLib.setDeviceToken(String) now required a Context in the argument as well HaptikLib.setActivityLifecycleCallback(Application) has been removed ErrorType ERROR_LIFECYCLE_CALLBACKS_NOT_SET has been removed from HaptikException Moving from
Introduction to ECT
Published August 2nd, 2021 by Medha Anand
Third-party agent chat tool (TRACT) Integration TRACT extends our system to allow interfacing with third-party agent chat tools. This document defines the interfaces used to integrate with the third-party tools to - Allow third party agent chat tools to interoperate with Haptik IVAs Allow Haptik to act as a proxy and handle thread control for third
How to make use of Oracle Feedback Module?
Published July 28th, 2021 by Medha Anand
The ORACLE Module helps Bot Builders discover methods by which an IVA can be improved and brought to a state where it is utilizing capabilities of the ML Model to its maximum potential. It aims to give feedback to Bot Builders on how well the IVA has been trained from the "User Messages" and "Steps" created by the Bot Builder. However, before we del
Launching Chat Activity for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
You can launch the messaging activity by using the following method. Ask Haptik for mapping of business to their unique name which you may then utilize in SDK // Opens messaging/chat view of specified channel Router.launchChannel(Context context, String businessViaName); You can launch the channel and send a custom message to the bot automatically b
Message APIs
Published August 2nd, 2021 by Medha Anand
[HOOK] Receive messages from TRACT Haptik will use the endpoint provided by the tool to send messages synchronously as they come. This includes messages generated by the IVA and those sent by the CEU. Endpoint type POST required true provider ECT (via register_webhook) caller TRACT url registered_webhooks['message']['receive'] encoding application/j
How does Smart Assist help the users?
Published July 28th, 2021 by Medha Anand
Intelligent Virtual Assistants are always trained to cater to user queries that fall within a fixed scope. However, at times, customers might ask queries that don’t fall within the scope of the IVA. This tends to prevent the IVA from answering the User’s queries. A key component in Haptik’s conversational experience is SMART ASSIST. The objective of
Guidelines for User Messages
Published July 27th, 2021 by Medha Anand
User Messages Guidelines Now that you know what User Messages are , you can create better variations that are added in the User Messages section using the following best practices which aid the Machine Learning algorithm to improve the step detection. Steps vs Intents vs User Messages Steps are the interlinked building blocks of a bot. Each step
How to add a Menu?
Published July 28th, 2021 by Medha Anand
Menu Under Menu, you can enable - First Message on the bot Menu You can navigate to Menu, by selecting Business Manager, and further selecting Content Management, as shown below - This can be made language-specific for each language chosen on the top. The menu is nothing but the main menu item which can be accessed anytime on the bot using the menu
What is Static step Integration?
Published July 28th, 2021 by Medha Anand
Introduction Once a particular step has been detected and the mandatory entities have been collected, these entities can be used to execute your own business logic by passing them to the APIs using Static step Integrations tab. Using Integrations under Static step A step can be configured to call an API once the required entities have been collected
What is bot disambiguation?
Published July 28th, 2021 by Medha Anand
Introduction As the word disambiguation suggests, it aims to remove ambiguity. The feature triggers when the IVA is not fully confident on its intent detection amongst the intents that it has shortlisted based on User Utterances and the Training Data. (Read Intent = step) Hence, there will be multiple steps from which the response can be provided to
Which elements should be used for WhatsApp Bot?
Published July 26th, 2021 by Medha Anand
Given that WhatsApp today occupies a large portion of an individual’s time with their mobile device, it is critical that companies acknowledge this behavior and design initiatives to fully leverage the firm yet simplistic platform that Whatsapp is. Once you implement a WhatsApp Business Solution, your customers need not go through a long IVR process
How to copy HSLs?
Published July 28th, 2021 by Medha Anand
Copy an HSL: The HSL elements such as carousels, buttons, and images can be copied as it is via the Copy JSON button present on the HSL screen. Paste an HSL: On the step, select Raw Text/JSON as the element The JSON format of an element gets pasted, then click on Done The HSL becomes this:
What are Negative Responses under User Messages?
Published July 27th, 2021 by Medha Anand
Negative Responses The above section explained how you can select a step depending on what the user said. This section will explain how to filter out steps depending on the user messages. For example, if you have the following steps: Good Service Bad Service Your service was very good Your service was not good. Your service was excellent Your servi
What is Words and Phrases Entity?
Published July 27th, 2021 by Medha Anand
Words & Phrases entity is meant to extract "specific" text values e.g. name of a person, name of a city, etc. from user utterances. There are two ways in which this entity can be used. Dictionary Entity Patterns Dictionary Dictionary allows bot builders to do a full-text search on user queries to extract matching strings and phrases. Dictionary
Using logger support for debugging
Published July 28th, 2021 by Medha Anand
Logger support in Code Executor You can use the standard python logging library inside the code editor. See the below snippet for reference import json import logging logger = logging.getLogger() logger.setLevel(logging.INFO) def main(event, context): final_response = {'status': True} logger.info(final_response) response = {'statusCode': 200, 'body'
Voice Support for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Overview The Haptik iOS SDK also supports voice as a medium to interact/chat with the bot/agent. If the appropriate permissions are given by the user, the user can interact with the bot using natural speech. Integration Add the speech spec along with HaptikLib in your podfile to make use of voice capabilities. use_frameworks! target YourTargetName d
How to publish the bot?
Published July 28th, 2021 by Medha Anand
Staging is the environment, where you can build your bot, test your bot. Once you have completed the testing of your bot, and you want to take it live to your end-users. You can take it live through our Production environment. Once the bot is built and has passed the functional testing, you can publish the bot to production as shown above. Whenever
Introduction to Haptik's Smart Agent Chat
Published August 4th, 2021 by Medha Anand
What if the bot is not able to answer your users' questions? We would need a human to intervene and provide resolution to those queries. You can easily connect your bot with an agent chat solution on the Haptik platform by using Haptik's Smart Agent Chat tool. Chat Solutions at Haptik can be powered entirely by Artificial Intelligence (AI) or by a
What are Independent Responses under User Messages?
Published July 27th, 2021 by Medha Anand
Independent Responses When you create a Start Step to get detected at the beginning of a conversation, then you need to add the corresponding user responses for the step under this category. For example, in a lead gen bot as below, you would add the following User Responses on the “Show Services” step and “About Demat Account”. Show Services Abou
What does the Agent Daily Statistics mail about?
Published August 2nd, 2021 by Medha Anand
Agents receive their daily statistics over email at the end of the day. This mail talks about all important metrics pertaining to the conversations held throughout the day. This is the sample mailer which goes - Hi <Agent-name>, Please check your statistics for the day <Date> below - Chats received: Total number of conversations that the
What are the different metrics related to a bot?
Published August 1st, 2021 by Medha Anand
Introduction The first section in the Intelligent Analytics tool is the Overview section. As the name suggests, this section helps you get a quick overview of the important metrics to measure the IVA's performance. The Overview section provides information about: Unique Users CSAT Query Completion Conversations Top Funnels Bot Automation Language U
Management APIs
Published August 2nd, 2021 by Medha Anand
[API] Register webhooks Haptik will call provided webhooks with events as they occur. You can register multiple webhooks, one for each type. Endpoint type POST required true provider TRACT caller ECT url /tract/hooks/register/ encoding application/json Request parameter type required description category str true Webhook event category subcategory s
Extension Module Integration Guide for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Permissions Haptik SDK adds the following permissions to your app, this is to support all the features in the Haptik SDK. Launch Permissions “INSTALL_SHORTCUT” (FOR CREATING SHORTCUTS IN WAKE UP REMINDERS) “RECEIVE_BOOT_COMPLETED” Important. Required for the proper functioning of reminders. “VIBRATE” Optional. You may remove it using tools: step if
How to use entity flusher?
Published July 28th, 2021 by Medha Anand
Using Entity Flusher When the user switches context by typing something in free form in between some conversational flow that has not ended, the old entities are not cleared. In such scenarios, you can use entity flusher function. How to use Entity Flusher? Step 1: Add integration.utils.lead_campaigns.generic_entity_flusher function under the In
How to access user details on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
On the MyChats page, agents can check the User Details tab on the right-hand side of the screen. These details are collected from the user in the user journey on the bot. The following user details are visible to the agents - Name Email Phone Country Timezone Platform There is a small Show More option that expands the User Details section. You can u
What is a Raw Chat Link?
Published August 2nd, 2021 by Medha Anand
Raw Chat Links are types of Chat links that contain all the details about a chat that was transferred from the bot to an agent. These Raw Chat Links will help you analyze the events that occurred from the time when the user response was I want to chat with an agent till the time when the agent closes the chat and marks it as Complete. Where to find
How to customise my website bot?
Published August 2nd, 2021 by Medha Anand
Customizing the SDK The SDK can be configured in a variety of ways to fit in seamlessly with the overall experience of the parent application. These settings can be configured in the Business Manager section of the Bot Builder. Bot Builder → Your Business → Account Specific Settings → SDK Configuration Warning Custom CSS does give you the capability
How to use the search functionality?
Published July 28th, 2021 by Medha Anand
Search your IVA To find something on the bot, you can click the Search area within your bot view. You can select the Apply Filter option, to apply a filter to your search. There are the following filters for better search results - Bot Elements You can narrow down your search for the types of elements you want to search from. Active/Inactive This f
Providing sample input in the code step
Published July 28th, 2021 by Medha Anand
The code will be executed using the sample input data and the output and logs will be shown at the bottom of the code executor window.
Rate & Share for iOS SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Haptik provides inbuilt share functionality where you can configure the SDK to share your app specific share text and share URL with others via the default iOS share extension from the conversation screen. Users have an option to Rate your application on app store and share your application from the conversation screen. You need to add your applicat
How to integrate an external bot with Haptik's Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
Why? There might be times when there is an existing bot with a flow already built on another platform or through custom code. It is possible to connect this external bot flow to the Haptik tools through the bot builder tool. Stages to integrate Using Webhooks This is a straightforward method where the client can integrate with Haptik's tool using si
How to create, add, remove and change a user account?
Published August 1st, 2021 by Medha Anand
Creating New User If a user doesn't currently exist in the system, you can create a new user by clicking on the Create New User button and then entering the required details in the modal. If you try to add a user that already exists in the system, you will receive the following error - In this scenario, you can ask the user to check his/her email f
What is Teams on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
What is a team? A team is a group of agents who are trained to handle user queries related to a specific topic. The team can be divided based on the subject matter/location of a user/expertise of agents. The logic for team routing can be defined as per the business requirement. How to create a team? Navigate to Teams section of Smart Agent Chat tool
How to search for users on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
This feature can be used to search for users who have had conversations with your business. You can look for them by their name or email address, to search for their previous conversations or detailed information. Select your Account name from the dropdown as shown below - In the Search Bar, you can type the relevant information about the user, eit
How to analyze Agent Data on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
The Smart Agent Chat report gives you a list of all the agent conversations in a selected time period. You can now analyze your agents based on various metrics like response times and more on a granular level. Please go through each of the metrics mentioned below. We have described each column metric added in the report so that you could find out th
How to setup WhatsApp HSM?
Published August 2nd, 2021 by Medha Anand
You can have the bot initiate a conversation with the user. This is done by sending them a pre-approved message template called HSMs. Highly Structured Message (HSM) Templates The templates that can be sent to WhatsApp users are called Highly Structured Messages. In short they are often referred to as HSMs. A HSM is a template message with placehold
Quick Start for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
Introduction Here we will walk you through the stages to quickly set up the Haptik SDK. Delete You can read here to know about the comparison between Haptik's Native SDK and Web SDK. Get your gear Few details are required to ensure notifications can be sent to the user while chatting with the bot. Please fill in the required pre-requisite informatio
How to have a custom icon for my website bot?
Published August 1st, 2021 by Medha Anand
You can use a custom chat button instead of the default one that comes with the SDK. Within haptikInitnitSettings we need to add the following setting. This will initialize the SDK with the custom button. window.haptikInitSettings = { . . . 'custom-button': true, . . }; Since we are using a custom button we would need to programmatically expand or c
Where can the agents check their chat statistics?
Published August 2nd, 2021 by Medha Anand
All the live statistics for an agent are present on the left-hand side of the screen. This section displays - Agent's display name Agent's status - Online or Take a Break Agent's live chats stats (Completed, Waiting for user, My Queue, Team Queue) View their active chats Agent Details The agent will be able to view his name and also his current stat
How to analyze Team Data on Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
How to analyze Team metrics? View Team level statistics View Agent level statistics Set duration You can filter the summary and agent metrics by Custom time or Custom date. Refer to the image below for how to check hourly/daily Team analytics. Tip: You can choose hourly slots on a date in the Time picker to get the metric values for the chosen Date
How to use Help section?
Published July 14th, 2021 by Medha Anand
Haptik Platform has multiple tools like Conversation Studio, Smart Agent Chat, Intelligent Analytics, and Admin Tools. All of these tools have numerous features that help us create complex and sophisticated Conversational AI solutions like IVA. But what if you get stuck somewhere or you want to know about a particular feature in more depth. To handl
What are the different APIs that can be used on Conversation Studio?
Published July 28th, 2021 by Medha Anand
Move a chat to pending This API allows you to move chats for a Bot to an Agent via a POST request to the Haptik Platform. Example URL: https://<base-url>/integration/external/v1.0/send_chat_to_agent/ Note: The base-url will be provided by Haptik at the time of integration. Headers Authorization: Bearer <TOKEN> client-id: <CLIENT_ID>
Appendix
Published August 2nd, 2021 by Medha Anand
Device platforms ID Name 2 "Android" 3 "Facebook" 5 "WebSDK" 6 "iOS" 13 "Webhook" 14 "WhatsApp" Event types Category Subcategory Trigger via Description collection_state bot tract hook The chat conversation has been put into the bot state. This can either be a new conversation or a previously completed conversation. This conversation can either go t
How to deploy a bot on my website?
Published August 1st, 2021 by Medha Anand
Introduction The Haptik Javascript SDK is a completely modular conversational interface. It renders a complete chat experience that can be easily integrated across different web environments. The footprint is tiny, it supports SSL, and works asynchronously – so it won’t block your website. Prerequisites Before Integrating the SDK make sure you have
What are the types of API integrations available on a bot?
Published July 28th, 2021 by Medha Anand
What are Integrations? Integrations allow you to connect your IVA to external services to perform dynamic operations like fetching data, posting data, or performing some business logic over the collected entities from the IVA. Types of Integrations Haptik's Conversation Studio tool supports two types of integrations. They are Integrations via Code S
How to design WhatsApp HSMs?
Published July 26th, 2021 by Medha Anand
WhatsApp HSMs or WhatsApp Notifications - Another powerful way to leverage the WhatsApp Business API. You can send outbound notifications to keep users updated at all times. Highly Structured Message (HSM) Templates Highly Structured Message (HSM) Templates/Notifications are business initiated, templated messages that can be sent to an existing user
What is a Static Step?
Published July 26th, 2021 by Medha Anand
Purpose and Subcomponents of Static Steps The purpose of a static step is to present static information to the user like greeting messages, menu options, etc, and to then collect information from the user that is required to perform business logic. Subcomponents 1. User Messages User messages are the inputs from the user that the IVA needs to inter
How to create dynamic bot prompts?
Published July 28th, 2021 by Medha Anand
Dynamic Bot Prompt Triggers Dynamic Bot Prompt Triggers change based on the user's activity on the webpage. How to create Dynamic Bot Prompt Triggers? 1: Add it to your HTML code To set up the Bot Prompt when the user hovers on a specific field or area of the webpage, you will have to set which Bot Prompt needs to get triggered. When the user hove
How to set up Smart Agent Chat?
Published August 2nd, 2021 by Medha Anand
A chat reaches an agent on any one of the two occasions; when there is a bot break or when the user is redirected to an agent. On Smart Agent Chat, the user's chat is first allocated to a team and then a random agent from the team is assigned the chat. There are 4 stages you will need to configure to complete the setup of Smart Agent Chat. 1: Set up
What is Attachment Entity?
Published July 28th, 2021 by Medha Anand
Attachment Entity Attachment entity is meant for collecting attachments from the user message. There are these three types of attachments allowed - Image Document (pdf, Docx, Xls, CSV) Video (Only for Whatsapp) Delete The document should be less than 5 MB in size. You would need to create a Button HSL for letting the user upload the image and docum
FAQs on Zendesk
Published August 2nd, 2021 by Medha Anand
1. How are the users intimated when a conversation begins and ends with an agent? When an agent completes a chat, Agent left the message gets displayed to the user. 2. What happens when the agent is not accepting the chat and the user responds "Hi" again? The bot will respond as per the user journey designed, and whenever Agent accepts the chat and
How to transfer chats to agents?
Published August 2nd, 2021 by Medha Anand
When the user's come to the bot and start conversing, they go through the automated user journeys created using the Conversation Studio tool. When the bot is trained to understand the user's messages, the bot gives correct responses to the user. But when the bot does not understand the user's messages, the bot gives a bot break message. When the bot
How to configure FAQ section?
Published July 28th, 2021 by Medha Anand
What are FAQs? FAQs are like graph steps and follow the same principle of User Messages, Bot Responses, and Context Clear steps to detect steps, reply back to the user and update the chat status. Basically, it is a collection of all frequently asked questions to enable your bot to handle all common user queries that don't need a complex conversatio
How to set up bot prompt trigger?
Published July 28th, 2021 by Medha Anand
Bot Prompt Triggers Bot prompts are pop-ups with content and click action. It’s used to grab a user’s attention in a non-intrusive way. You can navigate to Bot Prompt Triggers page, as shown below - Now, let’s go through the process to set bot prompt messages and their trigger rules. For adding a trigger, you click on Create a New Trigger button o
What are unsupported types of connections?
Published July 27th, 2021 by Medha Anand
Unsupported Connections Following are unsupported types of connection: Static Step to Output Step Connection Transition Code Step to Code Step Connection Transition Output Step to Output Step Connection Transition Output Step to Code Step Connection Transition
Thread control APIs
Published August 2nd, 2021 by Medha Anand
[API] Fetch listeners Endpoint type POST required true provider TRACT caller ECT url /tract/thread_control/listeners/ encoding application/json Request parameter type required description user_id str true Associated user ID Response parameter type required description listeners List[dict] true List of listeners on the given thread [API] Thread mana
TRACT Security
Published August 2nd, 2021 by Medha Anand
Signing management requests Few management APIs require requests signed by the ECT for authentication and authorization. Note: This is required only for issuing JWTs and listing ECT clients. All other APIs do not require this. These APIs include: JWT issuing APIs Client enumeration APIs Verifying that the request was sent by ECT To verify that a req
What is Regex Entity?
Published July 28th, 2021 by Medha Anand
Regex entity is meant for detecting patterns like email ID, phone number, etc., and collect relevant information from user messages. Delete To check if the regex is accepting the pattern, you can test the pattern using the Regex Pattern tab. If the value entered is according to the regex pattern, it will be highlighted, as shown below - In the abov
How to test the bot?
Published July 28th, 2021 by Medha Anand
Testing is a method to check whether the actual product matches the expected requirement. Testing also ensures if the product is error-free. It is the most important stage in the process of development as testing helps to identify errors or defects early in the development lifecycle. In IVA lingo, testing helps businesses ensure the flows are fully
How to use Message Analysis on Intelligent Analytics?
Published August 1st, 2021 by Medha Anand
In the Intelligent Analytics tool, you can go to the "Message Analysis" section to analyze the bot performance at a message level. You can start by selecting a specific channel or bot and setting the time period. And then you should see a page with options to filter and analyze the messages sent and received by your bot. The top half of the page con
What are the allowed Notification Types on Whatsapp?
Published August 2nd, 2021 by Medha Anand
There is a limited number of use cases for which sending notifcation templates is allowed. At a high level, notifications are allowed for only transactional events and they can't be promotional in nature. Allowed Use Cases Template Allowed Use Case Examples ACCOUNT_UPDATE Notify the message recipient of a change of account settings. * Profile has ch
What is Word Analysis on Intelligent Analytics?
Published August 1st, 2021 by Medha Anand
This section will show which words caused the IVA to break the maximum, top IVA break topics, thereby enabling businesses to optimize chat flows for a better user experience. Word Analysis helps you know the keywords/phrases which the bot was not able to understand in the user's messages, resulting in a bot break. What is a Bot Break? Bot breaks are
What is User Message?
Published July 27th, 2021 by Medha Anand
What is User Message? User Messages are the inputs from the user that the bot needs to understand. It is important to add and train the bot with a variety of different sample User Messages for each step , so that the bot can identify the correct intents and extract entities from the user utterance. Whenever a user sends a message, the bot tries to u
What is AI Recommendations on Intelligent Analytics?
Published August 1st, 2021 by Medha Anand
Introduction Intelligent Analytics is the tool that provides information about how your IVA is performing. It also provides feedback on your IVA and points out the problem areas. Using these learnings, you can improve conversations & interactions that users have with the IVA and take better decisions to build a superior user experience. AI Recom
What are Connections?
Published July 27th, 2021 by Medha Anand
Connections represent the path a conversation takes from step to step . Depending on the response a user inputs to the bot, they traverse down a different connection to the appropriate next step . Bot builders must modify every connection they create to indicate which user inputs correspond to which steps. How to create Connections? You can create
What is Bot Response?
Published July 27th, 2021 by Medha Anand
Once you've completed the User Messages component of a step , you'll need to define the step's Bot Response section. Bot Response is where a step stores the replies that are sent in response to the user's message. This section is also used to configure the Entities that this step should collect from the user. If you don't know what an Entity is,
What is Output Step?
Published July 26th, 2021 by Medha Anand
Purpose and Subcomponents of Output Steps The purpose of the output step is to take the JSON output from the code step and build a dynamic bot response that uses parameters from this output in the HSL. Bot Builders can take advantage of an easy-to-use JSON picker in the bot response section to build the HSL using parameters from the output JSON. T
Using conversation_details variable
Published July 28th, 2021 by Medha Anand
Conversation Details Data stored in this context variable will be saved at a conversation level for a given user. This means that the data will only be available till the conversation is active and is not marked as complete. Once the conversation is marked as complete, any data stored in this scope for the given user will be lost. This data is maint
How to implement Data Export?
Published August 1st, 2021 by Medha Anand
You might want to view and analyze the complete customer support journey of your IVA in comparison to other customer support touchpoints such as email, telephony. In order to do so, you would need the IVA data at your disposal. Here's where Data Export helps us to send this data over to you. This feature is available under Analytics Pro Plan. There
How to use Track my order Smart Skill?
Published July 26th, 2021 by Medha Anand
The Ecommerce Smart Skills are eligible to fulfill critical customer support queries. The Smart Skills are selected based on market research and user behavior of the retail vertical. Track Order Name of the skill on Conversation Studio - track_my_order Purpose of the skill: To simplify and speed up tracking orders for users with a hassle-free and
How to implement Data Export with Tableau?
Published August 1st, 2021 by Medha Anand
As Data Export is in the Beta phase, Haptik can only send the data to your S3 bucket. You can further pull this data to your preferred BI tool. Example: Tableau The following is a demonstration of how you can visualize the data using Tableau. The Haptik-Tableau integration uses AWS S3, Athena, and Tableau Athena Connector. With the Amazon Athena con
How to access Chat Links?
Published August 1st, 2021 by Medha Anand
What are chat links? Chat links are the conversation is between the user and the bot or between the user and a live agent, chat links can be shared across with anyone. There are scenarios where we need to analyze the conversation, chat links are extremely useful in this case. What all information do chat links contain? Chat links have - All conversa
What are Button HSLs?
Published July 27th, 2021 by Medha Anand
Buttons do not disappear after clicking on them. This is useful for menu-like buttons which the user can click multiple times. Also in some cases, you might want to do more than just sending a text message with the tap of the button. For example, you might want to add a button to make a phone call or send an email. In such cases, you can add persist
How to deploy a logged-in bot on my website?
Published August 1st, 2021 by Medha Anand
Introduction User authentication on the SDK is disabled by default. Whenever a user opens the SDK for the first time, a new anonymous user is created. This user's login id is stored in the application stored locally on the device. This is ideal for chatbots that are either informational in nature or where user identity is handled by a 3rd party prov
What are Haptik's Synchronous Webhooks?
Published August 2nd, 2021 by Medha Anand
Note: This feature is still in beta and the API formats might be changed. Please make sure to visit this documentation page for updates. Haptik provides a synchronous API that accepts a text query in the request and can return a reply to the query in the response. You can use Haptik's Synchronous Webhooks, mostly for Bot as an API. Even if you don't
How to design the start of conversation?
Published July 26th, 2021 by Medha Anand
Words make up a conversation. And along with words, you also have access to a set of UI elements to make your conversation more engaging. This section aims to give you a complete set of practices and tips that’ll help you craft the conversation! Bot replies should be crafted keeping all possible input ways in mind. Content should feel all-natural an
UI Elements Comparison
Published July 28th, 2021 by Medha Anand
The following table will provide an insight about different types of elements that supported on various channels. Element Haptik Web SDK WhatsApp Fb Android/iOS Twilio GBM Zendesk Telegram Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Display Document ❌ ✔️ ✔️ ❌ ❌ ✔️ ✔️ ✔️ Accept Document ✔️ ✔️ ✔️ ✔️ ❌ ❌ ❌ ✔️ Emojis ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️
What are the best practices to improve your IVA?
Published August 1st, 2021 by Medha Anand
Intelligent Virtual Assistant (IVA) helps businesses automate their support. User queries are answered by these virtual assistants powered by NLU and Machine Learning. By being always available and providing a faster resolution to the users, these virtual assistants drive value for our business. But just like an agent, virtual assistants also need t
How to use different reports from Analytics Dashboard?
Published August 1st, 2021 by Medha Anand
Intelligent Analytics tool has an option for users to download reports as per the customized time range and in real-time. The below table shows all the information you will be able to download from the tool. Report How does it help? Where on Analytics? How will you receive it? AI Recommendation Reports Understand which intents can be added to the bo
How to add a Smart Skill?
Published July 26th, 2021 by Medha Anand
How to add Smart Skills? Click on the +Add Skills button to add required skills on the IVA. As soon as the button is clicked, a modal would open showcasing all skills available on the platform. Smart Skills are highly intelligent, pre-built conversational journeys. These smart skills are available for specific industries like Ecommerce , Insurance
How to set up Closing Categories?
Published August 2nd, 2021 by Medha Anand
When an agent closes a chat with a user they have to select a closing category and reason for closing the chat. They can additionally add notes about the conversation. This data is useful to understand the types of requests users are making, the categories of questions the bot can't handle. Additionally, the conversation notes help any other assista
Why do I have to train the bot?
Published July 27th, 2021 by Medha Anand
Train Bot The User Responses added to the step above are processed using various Machine Learning algorithms to generate the models. These models are then used on the User’s every message to select the step which matches the requirements. Delete Once the user messages, the bot responses, entities, integrations are added to the steps, you can TRAIN
What is Form Builder HSL?
Published July 27th, 2021 by Medha Anand
Whenever the input is expected from a user in a structured format, it's best taken in a form. For example, an address would be best taken over form with 3-4 fields. Forms should have a minimum of two fields or else it would not make sense to use forms. For example, when you want to ask users their Name, Phone, Email, and Address to register on your
What is Bot Hierarchy?
Published July 26th, 2021 by Medha Anand
Bot Hierarchy 1. Outside a Bot Account -> Business -> Bot The Haptik Conversation Studio platform has a three-tiered organizational system to help organize bots. This three-tier hierarchy allows bot developers to easily deploy bots across multiple channels. The three tiers of this system are called Bots, Businesses, and Accounts. The smallest
How to add a Step?
Published July 26th, 2021 by Medha Anand
Creating a Step Once you have created a skillset, and have added the necessary skill, you can start adding steps in it. Select the Add Steps button as shown in the image. This will open a sidebar, as shown below, on the left-hand side of the graph. You can drag and drop the step you want from this sidebar Once you drag and drop any of the step typ
What are the types of responses?
Published July 27th, 2021 by Medha Anand
Types of Responses Depending on how the step is built, the Bot Responses section can have three types of responses - Bot Responses, Entity Response, Final Response. You can check out the video below to understand this. Bot Responses This is the first message that the bot sends out when the step is detected and it doesn't know about any entity on t
What is our SLA agreement?
Published August 2nd, 2021 by Medha Anand
We guarantee that 99.9% of the time the Covered Service will successfully receive and respond to API requests on the production environment. The following definitions apply to the SLA: "Covered Service" means Haptik's end user chat experience. Bot Builder, Analytics and other development tools are not covered under this SLA. "Downtime" means more th
How will agents take chats?
Published August 2nd, 2021 by Medha Anand
In real-time, agents receive the chats on the MyChats Page of the Smart Agent Chat. Once they receive the chats they can start responding back to the users. Along with responding back to the user, agents can check the live statistics around the chats they are handling, can raise tickets in your CRM system, etc. How to use My Chats? In this tab, an a
Advanced Functionalities for Android SDK(Legacy)
Published August 2nd, 2021 by Medha Anand
1. Offline Behaviour All offline behavior will be handled by the Haptik SDK, such as Message Delivery, QoS(Quality of Service) and MQTT Reconnection etc. 2. Analytics We provide AnalyticsCallback the class which has various methods which gets triggered on various scenarios. One important method is logEvent(String, Map<String, Object>). This me
What are entities?
Published July 27th, 2021 by Medha Anand
Entities When users type their query and ask the bot to complete a task for them, the bot would require some additional information to provide the required solution. This information could be user-specific data like personal details, etc. This information might also need to be stored in the bot or sent to the backend APIs to fetch user-specific data
What are entity settings?
Published July 27th, 2021 by Medha Anand
Entity Settings We have 4 main Advanced Settings options under entities. Previous Context Tags What is Context from an IVA perspective? Context is linguistically defined as the background in which the conversation is taking place. From the IVA perspective, it can involve retaining the memory of any piece of information that has been either derived f
How to create a Local entity?
Published July 28th, 2021 by Medha Anand
How to create a new entity? If you are creating a new entity, then that is called a local or private entity as they are specific to your bot. To create a new local entity - Click on Create Entity if an appropriate entity doesn't exist. Enter the name (must be a lower case, underscore separated text) and description of an Entity. Try to make the desc
Smart Agent Chat FAQs
Published August 2nd, 2021 by Medha Anand
1. What happens to the new chat if the user's previous conversation was auto-completed? The unread messages and time is tracked within the scope of a conversation. The count of unread messages is reset and when the users come up to the bot and chat with an agent, the chat will be marked as a new chat. 2. Why are we not able to receive chats? There a
Conversation Studio FAQs
Published July 28th, 2021 by Medha Anand
1. How to capture the user's location on the bot? There are two public entities present to capture user's location origin_lat and origin_lng. When the user's select a location on the map, the bot captures the longitude and latitude of the user's location. Add a button HSL and select the Button Type as Open Screen. Then select the Screen to open as
Getting Support
Published July 14th, 2021 by Medha Anand
At Haptik, we are committed to delivering enterprise-class support with your success in mind. Whether you’re an experienced user, or just getting started, our global support plan is designed to help you find the quickest path to resolving any product or technical query that you may have. Keeping that in mind, you will have direct access to our Solut
What is HSL?
Published July 28th, 2021 by Medha Anand
This page will cover how to use HSL-Elements Haptik defines a superset of UI elements that are available across multiple platforms. These UI elements are then converted to their platform equivalent (js-sdk, android, ios, facebook-messenger, etc..) if they are not available on that specific platform. Eg. Forms are converted to quick replies on the Fa
How to edit user messages?
Published July 27th, 2021 by Medha Anand
Actions for User Messages You can edit, flag, or deactivate the user messages added in the User Messages section of the step . To edit the user messages, you can directly start to make changes. When you flag a user message, that particular user message appears as an autocomplete suggestion to the user. Read here to know more about auto-suggestions.
What are the disallowed Notification Types on Whatsapp?
Published August 2nd, 2021 by Medha Anand
There are some cases where you are not allowed to send notifications. Below are examples of notification types that WhatsApp does not accept at this point of time. This might change in future releases. Sales, discounts, promotions, product recommendations or offers Recurring Content Customer re-engagement Media files (videos, images, .gifs) Business
Steps to login with Azure AD credentials
Published August 1st, 2021 by Medha Anand
Azure AD integration with the Haptik platform allows a user to log in on the platform with their existing Azure AD credentials. Steps to login with Azure AD credentials Haptik platform users can go to the homepage and then log in using the Microsoft option with their Azure AD credentials. Once logged in, then the user will be shown a page to update
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