1. Outside a Bot
Partner -> 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 Partners.
Smallest unit is bot. Bots are clusters of chatflows that accomplish limited goals.
Second unit is business which takes care of all configurations of the bot ranging from color, chat icon, language, channel, etc.
Largest unit is partner. Usually, its your organisation's name or project's name.
There is a one-to-one relationship between partner, business, and a bot i.e. one partner is mapped to one business and one business is mapped to only one bot.
You can open the Business page of a bot as shown in the image below -
2. Inside a Bot
Once you have successfully created a bot, you would be able to see the skeleton structure of the bot, as described below -
As you can see, there are three major sections -
This section is the place where we design user journeys and flows with interconnected Nodes. It follows the below hierarchy.
Bot -> Story -> Sub-story -> Node
A Story is like a folder on your computer.
How you use a folder to arrange a category of files, we use a story to arrange a category of sub-stories.
Now, in a sub-story, you can add multiple nodes. In subsequent chapters, you can further read in detail about stories and nodes.
Each node is created to answer specific user intent(s).
There's no one right way of deciding on the hierarchy for Story and Sub-Story.
Each node within a one sub-story can be connected to a node from another sub-story provided they lie within the same Story.
Story -> Sub-story Example
Travel -> Cabs, Trains, Flights
Sub-story -> Nodes Example
Flights -> Flight Booking, Flight Cancellation, Flight Status, Flight Web Check-in
In the above case, the sub-story is a group of nodes which constitute a respective flow i.e. 1. Flight Booking, 2. Flight Cancellation etc.
Now, post the Flight Booking flow a user can trigger a Flights Web Check-in flow which makes sense as it is considered to be a part of Flight's User Journey but it would not make sense if the flows for Trains are triggered within the Flight's User Journey. Thus, one cannot connect to the nodes from two different stories.
To conclude, it's just a matter of deciding on most divisible use-case for your bot's hierarchy and there are 'n' number of ways to configure a good and contextually adaptive bots.
All Nodes in Stories section are called Graph Nodes.
FAQ or General Nodes are ideal for use cases like FAQs to answer general queries that a bot is usually asked in the category of the bot. Ex: ‘What are the return policies’ or ‘Tell me more about the company’ which help in giving static replies on the bot.
Because General (FAQ) Nodes are very simple in terms of features (no entities/api calls etc.) and the ability to maintain the context of the bot, they are ideal for quick Question/Answer type contents i.e. FAQs.
You can read more about it here.
It is the chit-chat module present on the Haptik Platform. It has been developed by Haptik after careful curation of 99 intents, from Haptik’s deep experience in conversational design and observed trends from over 3 billion interactions. The 99 intents are partly customizable, such that every IVA can choose to send its own custom reply to the User Utterance.
You can read more about it here.