Dialogue Cloud

Plugin Flow Settings examples for Generic Dialogue Provider

Note

An additional Anywhere365 WebAgent for Omnichannel license is required.

Note

An Enterprise license or higher is required to access these features.

Introduction

The Generic Dialogue Provider can make use of the Plugin Flow Setting. This can be used to route the conversation to a skill based on attributes.

Attributes

The following attributes can be used

Attribute Description

Reference Id

Reference Id of the dialogue

For example: A365-5555555555

Channel

Channel of the dialogue.

For example: Email, WhatsApp, SMS, Generic

SenderUri

URI of the send.

For example: user@domain.com

SenderName

If available display name of the sender.

For example: Keith Sander

ReceiverUri

URI of the receiver.

For example: user@domain.com

ReceiverName

If available display name of the receiver.

For example: Keith Sander

Subject

Subject of the message.

For example: I need help

Content

Body of the message.

For example: My car won’t start.

Tags

A list of tags applied to the message.

For example: support, sales

Statements

AND Statement

The AND statement can be used if the item needs to match on two or more values:

Attribute Operator Value Order Condition Action Skill

Content

Contains

Core

1.00

AND

Channel

Equals

Generic

1.10

 

Skill

Skill 1

None of the above

Matches regular expression

.*

2,147,483,647.00

 

Skill

Skill 2

Examples:

  • Content "I want to know my Core version" and Channel is WhatsApp = Goes to Skill 1

  • Else = Goes to Skill 2

OR Statement

The OR statement can be used if the item needs to match on one of more values:

Attribute Operator Value Order Condition Action Skill

Content

Contains

Core

1.00

OR

Content

Contains

Attendant

1.10

 

Skill

Skill 1

None of the above

Matches regular expression

.*

2,147,483,647.00

 

Skill

Skill 2

Examples:

  • Content"I want to know my Core version" = Goes to Skill 1

  • Content"I want to know my Attendant version" = Goes to Skill 1

  • Else = Goes to Skill 2

ELSE Statement

The else statement can be used if all else doesn't match. For example:

Attribute Operator Value Order Action Skill

Subject

Contains

Core

1.00

Skill

Skill 1

Subject

Contains

Attendant

2.00

Skill

Skill 2

None of the above

Matches regular expression

.*

2,147,483,647.00

Skill

Skill 3

Examples:

  • Content"I want to know my Core version" = Goes to Skill 1

  • Content"I want to know my Attendant version" = Goes to Skill 2

  • Else = Goes to Skill 3