This article will help you to create a simple routing bot. This routing bot is designed to have an initial conversation with the consumer and then route to an appropriate Skill.
The simple routing bot can ask questions or provide a welcome message before routing. It serves routing cards (structured content) with buttons. Each button can be assigned to a different action. For example, a button could "transfer conversation to skill X" or direct consumers to self-serve assets.
Step 1: Create a Routing Bot using the "Simple Router" Template
To begin, you need to create a bot in the Conversation Builder using the built-in "Simple Router" template.
- Login to the Engagement Portal. (How to login to the Engagement Portal)
- Open the menu on the left side of the page and select Automate > Conversation Builder.
- Click the New Bot button in the upper-right corner.
- Select the Simple Router template from the Getting Started tab and then click Create Bot.
Step 2: Configure the Bot
Now you need to configure the bot for use with your organization. You can do this in the bot details page that opened when you clicked on Create Bot. Review and edit the following:
- Dialogs
- Integrations
- Global Functions
To learn how to configure these dialogs, see the Simple Router article from our partner LivePerson.
Next Step: Deploy the Bot
While you have created a bot, it will not work yet. It has not yet been connected to Live Assist for Dynamics 365, and it still needs some configuration.
Go to the Deploying a Bot article to continue the process. Only after you finish the steps in that article will your bot be functional.