Table of Contents

Introduction

In this lab we will be creating a task bot using the bot builder in Webex Connect. We will collect information from the customer and either action it directly via API or pass the information to our chat agent so that they can assist our customer. There are two paths that you can take to accomplish our use cases; using python or using the flow bulder.

Accessing the Bot Builder

  • In the connect portal [https://labtenant.us.webexconnect.io/]
  • Click App tray
  • Select Bot Builder

    Creating a Task Bot

  • Select the Task bots option at the top of the screen
  • Click the new Task Bot button
  • Give the bot a name
  • Click done

Editing the Flow to use your bot

  • Retun to Services
  • Click on the service that you created
  • Click View My Flows
  • Click Create Flow

    Flow Name: give your task flow a name

    Type: Work Flow

    Method: Copy from existing flow

    Select flow: your inbound chat flow

    Click Create

  • Open the Recieve Node

  • Click on Transaction Actions:

    Add Action

    Time: On-Leave

    Action: Set Variable

    Variable: message

    Value: Output Varriables > InApp - Form Response > inappmessaging.message $(n38.inappmessaging.message)

  • Add Task Bot node over top of the existing Queue Task node -Find the Create Task node and click on the green line that says created, which connects to the queue Task node. Click on it and delete it.
  • Click and drag from the green node edge to the Task Bot node

  • Open the Task Bot node by double clicking

    Bot: your task bot

    Message: Custom Variables > messageForBot $(messagetext)

    Channel: In-App

    Unique ID: Custom Variables > conversationId $(conversationId)

    Click Customer Parameters

    Key: name

    Value: Recieve > inappmessaging.formFields.Name

  • Add Live Chat or In-App Messaging Node next to the Task Bot node
  • Drag the green node edge from taskbot to the Live Chat or In-App Messaging Node
    • Select onSuccess and press OK
  • Drag the green node edge from taskbot to the Queue Task Node
    • It will automatically create the connection for onAgentHandover
  • For each Red and Orange node edge on the Task Bot Node
    • Drag the node edge connector to the Close Conversation node until you can no longer grab any new node edges.
  • Open the Live Chat or In-App Messaging Node

    Destinaton Type: UserId

    Destination Type: Start > inapppessaging.userId $(n2.inappmessaging.userId)

    Message: Task Bot > taskbot.text_response $(n2303.taskbot.text_response)

    Thread ID: Start > inappmessaging.threadId $(n2.inappmessaging.threadId)

    Click Save

  • Add Append Conversation Node
    • Drag the green node edge from the Live Chat or In-App Messaging Node and connect it to the Append Conversation Node
    • For each Red node edge on the Task Bot Node
      • Drag the node edge connector to the Close Conversation node until you can no longer grab any new node edges.

  • Open the Append Conversation Node

    Method Name: Append Chat

    Node Runtime Authorization: Pick default

    Channel: Livechat

    Conversation ID: Custom Variables > conversationId $(conversationId)

    Message Type: Text With Attachments

    Direction: Outbound

    Text: Task Bot > taskbot.text_response $(n2303.taskbot.text_response)

    Timestamp: Start > inappmessaging.timestamp $(n2.inappmessaging.timestamp)

    Attachments: null

  • Add a Receive Node
  • Drag the green node edge from the Append Conversation Node and connect it to the Receive Node
    • For each Red or Orange node edge on the Append Conversation node
      • Drag the node edge connector to the Close Conversation node until you can no longer grab any new node edges.
  • Open the Receive Node

    Select Incoming Message/Event: Receive In-App Messaging

    Max timeout: 300

    From(threadID): Start > inappmessaging.threadId $(n2.inappmessaging.threadId)

    From(userId): Start > inappmessaging.userId $(n2.inappmessaging.userId)

    Event name: Incoming Message

  • Click on Transaction Actions:

    Add Action

    Time: On-Leave

    Action: Set Variable

    Variable: messagetext

    Value: Output Variables > inappmessaging.message $(n2311.inappmessaging.message)

  • Click Save
  • For each Red or Orange node edge on the Receive Node
    • Drag the node edge connector to the Close Conversation node until you can no longer grab any new node edges.
  • Add Append Conversation Node

  • Drag the green node edge from the Receive Node and connect it to the Append Conversation Node

    • Open the Append Conversation Node

    Method Name: Append Chat

    Node Runtime Authorization: Pick default

    Channel: Livechat

    Conversation ID: $(conversationId)

    Message Type: Text With Attachments

    Direction: Inbound

    Text: messagetext $(messagetext)

    Timestamp: Start > inappmessaging.timestamp $(n2.inappmessaging.timestamp)

    Attachments: null

  • Drag the green node edge from the Append Conversation Node and connect it to the Task Bot Node
    • For each Red or Orange node edge on the Append Conversation Node
      • Drag the node edge connector to the Close Conversation node until you can no longer grab any new node edges.
  • Save the Flow
  • Click Make Live
  • Select your Application and add any publish comments

Decide between Code or Flow Builder for actioning bot logic.

Or