This Smart Skill can be used by Electricity, Internet, and other utility providers.

Name of the Skill on Conversation Studio: PayU Utility

Purpose of the Skill: This Smart Skill is designed to generate a payment link that can then be used by the users to pay their utility bills.

What’s the design template going to look like?

This Skill is designed to provide quick resolution & a seamless payment experience to the user. Please reach out to your Haptik SPOC who will connect you with the Conversation Designer to get access to the design - Lucidchart or PDF.

Requirements

• PayU Merchant Account. You can read more about it, here.
• A bot on Haptik. You can read this article to build your own bot.
• Businesses should be ready with APIs for fetching necessary information from their CRM system or other business systems.

Limitations

Currently, notifications are not configured for sending out payment acknowledgment messages to the users on the bot.

How to use the Skill

For testing purposes, you can type an intent related to utility bill payment.

For example, you can type ‘I want to pay my internet bill’ to start the flow. Any phone number value can be entered to proceed with the flow.

How to make changes to the Skill

Step 1: The Start Step collects information that you would require to fetch the user's invoice records, from your system. For example, it could be a single identifier like the user’s phone number or any other identifier/s specific to the client’s CRM. You can do this via entities. The flow will start with the user receiving a prompt to enter their mobile number on WebSDK. On WhatsApp, this prompt gets skipped as the completion_phone_number entity has already been used for capturing the phone number.

Step 2: Once the phone number is captured, the flow moves to the ‘API call for fetching policies’ Code Step. The API is used for fetching the transactions pending for payment by a particular user, and the same is displayed on the bot in the form of a response.

The following are the functions being used in this Code Step:

Step 3: Next, change the URL, headers, and payload under the ‘def fetch_invoice_api()’ function on the ‘API call for fetching invoices’ Code Step.

For demo purposes, we have configured a dummy mock API that you will have to replace:

Step 4: Now you can save the user details retrieved inside the conversation_details object and use them in the later stages of the flow.

Step 5: For manipulating the content shown to the user, the copy changes can be made to:

• no_invoice_message() - if no invoice is generated
• single_invoice_message(i_data) - for single invoice
• multiple_invoice_message(i_data) - for multiple invoices

Step 6: Finally, for generating the payment link go to the ‘Payments API Integration’ Code Step and pass the user details inside the payload of the PayU create_invoice API. The user_details can be fetched from inside the conversation_details object that we stored earlier in Step 4.

The API that is used for generating the payment link (create_invoice) requires a few business-specific fields, that can be obtained from the PayU Merchant dashboard. They are:

• Merchant key (Login Alias)
• Salt values 

In order to obtain these, navigate to your PayU Merchant dashboard. Under My Account > System Settings, you will find these values, as shown below. 

The Salt and Merchant key (Login Alias) that you receive need to be configured under the Environment Variables in a Code Step. Click on any Code Step and open the Code Editor. Now, select the More option on the top right corner of the screen and select Variables, as shown below.

In the variables, you need to configure the Salt and Merchant key (Login Alias), as shown below - 

Step 7: On the Smart Skill a dictionary type entity called ‘method’ has been used. It captures the mode of payment that the user wants to make use of i.e UPI or Others. On the basis of this entity value we have set the enforce_paymethod parameter in the payload of the create_invoice API call on the Payments API integration Code Step. We have set the enforce_paymethod to creditcard|debitcard|netbanking.

In this way, you can redirect the user to a page containing the payment mode of their choice. You can read more about it, here.

Apart from the above steps, you can explore a few more capabilities. Check the following Step 8 and Step 9. 

Step 8: In order to send WhatsApp notifications on payment completion to the users, you will have to create a server URL (webhook) and share it with PayU for payment status events, and trigger WhatsApp notifications accordingly. You can read more about it, here.

Step 9: You can also make use of a WhatsApp notification trigger solution provider like Interakt for triggering the WhatsApp notifications to users on receiving the webhook events. You can read more about it, here.

A sample payment link generation API response is shown below,

You can check the Sample PayU API collection, here.

How to analyze your Skill post go-live

To track the usage of this Skill on your virtual assistant, you can create Smart Funnels on the Intelligent Analytics tool. You can learn more about Smart Funnels, here.

Smart Funnel suggestion: 

• Start point: Utility Bill Start Step.
• Endpoints:
  • Display single invoice.
  • Display an invoice.
  • Display output.