The Routing Bot is designed to have an initial conversation with the consumer and routes to a skill in the platform. This could include upfront pre-chat survey questions or a welcome message before routing. The bot serves routing cards (structured content) with buttons. Each button can be assigned with a different action for example ‘transfer conversation to skill X’ or direct consumers to self-serve assets.
Creating a Routing Bot from a template
All Conversation Builder bots are based on templates. For more common use cases like routing, Conversation Builder has a predefined, industry vertical template that provides an easy framework for the creation of a routing bot called Simple Router template.
1. Login to the Engagement Portal and go to the Conversational AI > Conversation Builder.
2. From the dashboard that lists your bots, click New Bot in the upper-right corner.
3. Select the Simple Router template from the Getting Started tab and then click Create Bot.
4. Configure the parts that need to be customized (API integration details, brand voice in dialog interactions, etc.).
For more instructions on how to create and configure a routing bot, see: Simple Router Bot Template.
Furthermore, to learn how to deploy your bot, follow the instructions in the article Deploying a Bot.