Build customized output with the Communication Sequence Builder

You can build customized output for voice bot flows with the Communication Sequence Builder, or for digital bot flows with the Rich Text Builder. In a Switch action, direct the path to take based on the response it gets during the interaction. This example demonstrates how a flow author can build functionality for both audio and text, and then return the appropriate response depending on the interaction type.

How to use the builder

The following common operations are available in Architect builders that support multiple data types:

  • To build an expression value using a sequence of items of specific data types, click and configure the desired data types. Architect displays the added items as card elements within the sequence.
  • To rearrange the sequence of cards, click and hold the card that you want to move up or down in the list.  Alternatively, use the Tab key to move through the list of cards and select the card that you want to move. To move the card to the desired position within the list, select Alt or Option and use the up and down arrow keys.
  • To delete a card, click the trash icon for the card that you want to delete. Alternatively, use the Tab key to move through the list of cards and select the card that you want to delete. Then, use the Delete key to delete the card.

Bot flows

For bot flows, you can add text or use the Communication Sequence Builder or use the Rich Text Builder. These steps illustrate how to use the Communication Sequence Builder.

Note: To use the multi-language support feature, you must use the native Natural Language Understanding (NLU) engine.
  1. In a bot flow action element that needs an output, for example an Ask for Intent action, click the button at the end of the element and select Communication Sequence Builder.

    Click the image to enlarge.
    Note: Currently, the behavior uses the Main Sequence, which means that the bot uses this sequence under all conditions, which includes the language currently set for the bot flow and the output mode.
  2. Create an alternate sequence for a voice interaction:
    1. In the Communication Sequence Builder dialog box, click Alternate sequence .
    2. Click the Language list and select the alternate language; for example, French Canada.
    3. Under Output Mode, select Voice.
    4. Click Add Alternate Sequence.
    5. In the Text field, enter the localized output you want the bot to say to the caller for a voice interaction. For example, “Que souhaitez-vous faire? “
  3. Create an alternate sequence for a text:
    1. In the Communication Sequence Builder dialog box, click Alternate sequence .
    2. Click the Language list and select the alternate language.
    3. Under Output Mode, select Text.
    4. Click Add Alternate Sequence.
    5. In the Text field, enter the output you want the bot to say to the recipient for a chat interaction. For example, “Que souhaitez-vous faire? “
  4. Click Save.
  5. Alternatively, you can manually enter an expression for the output modes.
  1. In the Communication Sequence Builder dialog box, click the Expression tab.
  2. Click the Large Expression Editor button.
  3. Click Continue.
  4. In the Edit expression dialog box, enter the custom expression.
    Click the image to enlarge. Communication Sequence Builder French

Note: In this example, the first parameter in the ToMultimodalCommunication expression applies to voice, and the second parameter applies to text.

Digital bot flows

For digital bot flows, you can add text, use the Communication Sequence Builder, or use the Rich Text Builder. These steps illustrate how to use the Rich Text Builder.

  1. In a digital bot flow action element that needs an output, for example a Communicate action, click the button at the end of the element and select Rich Text Builder.
    Click the image to enlarge. Rich Text Builder
  2. Use the toolbar in the Rich Text Builder to create communication to the user:Rich Text Builder toolbar
    1. Add a text string and format the text using bold, italic, or strikethrough text.
    2. To add customizable text and a link to an external URL, click the Add Link icon.
    3. To add a variable value for a preconfigured slot, click the Add Variable icon.
    4. To enter a manual expression and inert the result into the rich text, click the Add Expression icon.
    5. To add an image from a URL, click the Insert Image icon.
  3. Create an alternate sequence for a chat:
    1. In the Communication Sequence Builder dialog box, click Alternate sequence .
    2. Click the Language list and select the alternate language.
    3. Under Output Mode, select Text.
    4. Click Add Alternate Sequence.
    5. In the Text field, enter the output you want the bot to say to the recipient for a chat interaction. For example, “What would you like to do?”
  4. Click Save.
  5. Alternatively, you can manually enter an expression for the output modes.
    1. In the Communication Sequence Builder dialog box, click the Expression tab.
    2. Click the Large Expression Editor button.
    3. Click Continue.
    4. In the Edit expression dialog box, enter the custom expression.