Nodes

Get acquainted with nodes that construct your conversation flows in NLX

Add & connect nodes

All conversation flows consist of nodes that define logic, messaging, API calls, and turns that must be followed in a particular sequence. There are a variety of node types, each with their own function (e.g., routing a user, providing a message, listening for user intent, etc.).

Easily add a node to drop on to your Canvas using the toolbar or shortcut menu:

  • Choose Add option in toolbar or right-click to use New node in Canvas shortcut menu

  • Select node type to apply to the Canvas

Nodes are linked together via their node edges. Every node has one or more edge for each possible path the flow may take.

  • To connect nodes, click from a node's edge > Drag line to recipient node

  • Disconnect nodes by clicking the line linking them or dragging a node away from a stack and selecting the linked line

Connected lines are blue and show directional flow. Dashed lines indicate recipient node is arranged behind or in line with the origin node on the Canvas. Moving a recipient node in front turns lines solid.

To tighten the space used on the Canvas, you may also stack nodes together:

  • To connect nodes through stacking, click and drag a node on top or bottom of another

  • An edge turns into an arrow, indicating the flow's direction


Configuring nodes

Selecting a node on your Canvas reveals a side panel to display information about the node and provide options for adding or refining its actions. Clicking outside of the node automatically closes the panel.

Node side panel

Every node has a non-editable ID so the node may be referenced across the NLX workspace. To show the Node ID, click the info icon in the upper right of the node's side panel.

Node messaging

Not all nodes have a Messages section. You may use a Basic node before or after in these instances.

Your conversational AI relays messages to users when a node they've reached has Messages entered. Below are options to help enhance your use of this feature:

  • Select a node > Add messages to a node by clicking +Add message on a node's side panel

  • Repeat the above as often as needed on a single node

  • To delete a message, choose the three-dot menu beside the message and select Delete

NOTE: Adding more than one message to a node breaks up large messages into a series of smaller ones, making it easier for users to consume on text interfaces.

Node functionality

Several advanced actions can be applied to nodes on the Canvas. Simply expand the Add functionality section of a node's side panel and select from the following:

Assign tags to nodes for tracking and later evaluating their performance in your flow using Canvas analytics. While reviewing Canvas analytics, you can view the number of unique visits to the node from conversations with users.

Choose from three available system tags or create custom tags through the Analytics tags resource menu.

  • Select a node > Click Add functionality menu on a node's side panel > Choose Analytics tags

  • Search or select a tag from the dropdown to assign to the node

  • Repeat as often as needed

  • To delete a tag, click the delete icon beside it


Node types

Start

Start node is the home node of every flow. It's non-editable, provides information on how the flow is reached by users, and should be attached to the first node added to your Canvas.

  • Every flow or page created within a flow automatically populates a Start node as a beginning point. A node added to the Canvas can then be attached to Start through a line or by stacking


Action

Action nodes initiate an external task to occur.

  • An email or text sent to the user for a survey, confirmation, or set of instructions

  • Triggering the creation of a service ticket, work order, purchase, etc.

  • Scheduling an appointment or calendar meeting


Application handoff (beta)

Application handoff nodes allow you to route users to a different application and application communication channel that exist in the same workspace.

  • Move a user from an application handling HR questions to an application handling an IT request

  • Move a user from one communication channel to another that's only supported by another application

  • Route a percentage of users via a Split node if doing A/B testing with a new application


Basic

Basic nodes are the easiest to include in any part of the flow. They can act as a messaging node, a processing node when given added functionality, both, or end a call when left unconnected at the end of a flow.

  • Indicate via message that a process is about to occur before continuing the flow

  • Offer a greeting or confirmation before/after a question or capture step

  • Clear a variable (from a slot or Data request source) in a retry cycle for a User choice node

  • End the call or conversation by leaving the node unattached


Data request

Data request nodes allow you to trigger an API request during a conversation to execute a specific external action or send or retrieve data for use in a conversation. These nodes are strategically placed in a flow to run call(s) when needed.

Built-in mode

Built-in mode allows you to assign an API request from a managed integration service set up in the workspace that triggers when the node is traversed in the flow.

  • Create a calendar event

  • Push a post to a social media platform

  • Generate a ticket in a CRM system


Custom mode

Custom mode allows you to assign a Data request from your workspace that triggers the custom API request when the node is traversed in the flow.

  • Checking available rooms to assist with a hotel reservation

  • Pulling a list of local restaurants to match a user's criteria

  • Fetching the user's profile to authenticate and customize the conversation

  • A payload of information sent to a database for storage or updating (e.g., user profiles, passwords, etc.).


Define

Define nodes allow you to define and set ephemeral values for use in a single flow. In essence, they work similarly to Context variables but are instead localized to a single flow and do not persist beyond the flow.

  • A value captured or set in a flow that shouldn't be retained outside of the current flow

  • A value captured from the user must carry a different meaning in other flows in the same conversation session

  • Parsing date to extract its component parts (minutes, seconds, hours, days, etc.). See How-to tab for instructions


Escalate

Escalate nodes immediately initiate the escalation transfer for the flow's communication channel.

Use of this node requires an escalation channel set up in your workspace Settings.

  • Business procedure requires that a user change their registered email with an agent only

  • Your conversational AI is not yet enabled with the ability to perform a task requested by the user

  • Technical processes involving APIs/webhooks failing


Generative Journey

Generative Journey nodes allow you to employ a large language model (LLM) to either collect several parameters from a user in Slot capture mode or to execute multiple external functions via Data requests as part of a cohesive task in Agentic mode.

Slot capture mode

Slot capture mode allows generative AI to extract multiple slots from a user, providing greater flexibility for a user to give necessary information in a less rigid, more natural way.

  • Resolve several slots required for completing an intent (collect PII details, preferences for scheduling a trip, information for filing a claim, etc.) in a single node of a flow

  • Allow for users to alter choices easily and support users asking for optional parameters (slots)

  • Provide context for conversational AI to reference for more personalized conversation as well as support a broader variety of user expressions when resolving slots

Agentic mode

Agentic mode allows generative AI to extract variables from a user and also access outside systems for retrieving or sending information as tools to handle a task. These tools can be custom APIs set up through Data requests or managed APIs set up through Integrations.

  • Match a restaurant for a user from their stated preferences, create a reservation, and send a confirmation email

  • Draft a support ticket and send it to a ticketing system

  • Collect required information to execute a flight cancellation


Generative text

Generative text nodes employ a large language model (LLM) to generate virtually any output, including crafting messages, applying logic, or quickly reformatting information based on provided context of the conversation.

Use of this node requires a one-time LLM integration in your workspace Settings.

  • Generate required messaging dynamically (welcome message, apology, error, etc.)

  • Provide rules to generate logic based on given input and check in a Split node for the result

  • Reformat a date or do quick math


Knowledge base

Knowledge base nodes allow you to invoke a response from a digital library of information. They're valuable in answering questions or relaying information to users on common topics that don't require multiple flows to address.

Use of this node requires setting up a Knowledge base in your workspace.

  • Provide common FAQ responses on policies, service offerings, and helpful links (if chat) to guide users

  • Provide instructions and how-tos on topics for staff or customers


Loop

Loop nodes help to either set an allowed number of retries for a user's response or an API call (such as with a Data request or Action), or they can help survey items in a data array (set to List schema).

Range mode

  • Prevent infinite looping by allowing one retry for a user to provide their PIN before escalating to an agent

List mode

  • Loop over a list of resorts and provide matches from a user's preference of 5-star establishments in Tokyo


Note

Note nodes are for adding freeform text to the Canvas and do not impact the intent's conversation flow.

  • Provide instructions or explanations to a teammate about items on the flow

  • Document different node stacks or sections of a flow for organization or visual mapping

  • Enter descriptions or thoughts about areas or whole pages of a flow


Redirect

Redirect nodes route users to to a different page of an intent flow or to a different intent.

  • An unregistered user that needs to complete a profile before proceeding with the main flow (redirect to a page of the same flow or another flow)

  • After asking a user what they need help with (User input node) and routing them based on a matched training phrase

  • Moving a user from a flow covering booking policies at a resort to a flow that books a resort reservation


Split

Split nodes divide users in a path flow based on either a set of defined criteria (conditions) or through chance distribution.

Conditions mode

Conditions mode allows you to control the pathways of a conversation based on provided conditional logic that can be defined manually as IF statements or using an LLM with a simple logic prompt.

  • Diverting the flow to new messaging or processes based on the channel type users are communicating through (e.g., Twilio Voice vs API). Use with the system variable channelType

  • Sort users based on different variables (e.g., rewards level, credit card type, authenticated, etc.)

Chance mode

Chance mode randomly routes users to different paths based on assigned percentages.

  • Conducting A/B testing on new messaging or new process and diverting a portion of user traffic to test


Transform

Transform nodes can reshape or filter data from arrays retrieved through Data requests, context variables, or knowledge base citations. You can define rules manually using IF conditions or use a generative prompt to intelligently filter results, or modify the data by adding or removing items.

  • After retrieving a list of available seat options on a flight, filter only those matching Window or Aisle

  • Filter out discontinued or out-of-stock items before providing options to a user

  • After retrieving user data, append a new field like "isVIP": true for returning users to personalize the experience


User choice

User choice nodes prompt users to either make a selection or provide information for your conversational AI to follow-up with a relevant action, such as routing, refining, or externally passing along the info.

For User choice nodes, the NLX NLU will attempt the following (in order):

  1. Match the user's utterance to a value from the assigned source (custom slot, built-in slot, or Data request array)

  2. Match the user's utterance to training data belonging to other flows attached to the application

  3. Eject out of the No match edge (if no logic or messaging is connected, the NLU will default to Unknown or Fallback)

Requires: Attaching a slot to the flow or setting up a Data request.

  • Ask a user for the start date of their reported service outage

  • Ask a user a Yes/No question

  • Ask a user to choose from their available credit cards on file

  • Ask a user to provide a short explanation of their complaint


User input

User input is considered a listening and capture node for collecting a user's utterance to match to an flow's training data or collecting a keyword(s) that alters or routes the conversation using Split node logic.

  • Asking a user what they need help with and routing them to a flow that matches training data

  • Asking a user an open-ended question to detect keyword(s) and route them using a Split and Redirect nodes


Voice+

Voice+ nodes are for initiating Voice+ mode during a conversation session with a user. Voice+ mode allows you to provide bi-directional voice support in web/mobile experiences using Touchpoint, or for supporting use of Voice+ scripts that pair predefined unidirectional voice prompts with visual assets from web or mobile applications.

  • Bi-directional mode: A user starts a webchat session that can navigate webpages, complete forms, and answer FAQs, all through a hands-free, voice-driven experience

  • Voice+ script: A user calling to request a service during heavy call volumes is texted a link and guided through completing an online form

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