Setup
Develop conversational AI applications in agentic CX designer.
Applications
An application is the control center for the conversational AI application your users interact with.You might think of it as your “bot.”
From the agentic CX desigenr application page, you can:
Organize the flows the application can handle
Define default behavior for entry, unknown, fallback, or escalation scenarios
Attach guardrails to user inputs and application outputs
Create builds for testing and deployment
Create an application
To create an application:
Select Applications from the workspace menu.
Select New application.
Enter a clear application name.
Select Create.
Use a name that helps teammates quickly understand the purpose of the application.
Examples:
Hotel Concierge
Appointment Scheduler
Retail Order Support
Internet Troubleshooting Assistant
Benefits Enrollment Support
Configure application
Once you've designed the workflows and necessary resources in your workspace, you can come back to the Design tab of your application and attach the flows your application should use, the default behavior, and any guardrails.
To start, Flows define what your application can do.
To add flows:
Open the application > Select the Design tab.
Choose one or more flows from the workspace to attach.
Save your changes.
Assign default behavior
Default behavior determines which flow runs when the application needs a standard starting point, recovery path, or escalation path.
Welcome
Runs when a new conversation session starts. Use this flow to greet the user, set expectations, and begin the experience.
Unknown
Runs when the application cannot match the user’s message to a supported flow or choice AND no match pathways in your flow are not defined. Use this flow to recover, ask clarifying questions, or check a knowledge base.
Fallback
Runs when the application needs to recover from issues such as repeated incomprehension, timeout, integration failure, or state-related errors.
Escalation
Runs when the application should move the user toward human support or another controlled escalation path.
To configure default behavior:
Open the application > Select the Design tab.
Select Default behavior icon OR select the three-dot menu beside each attached flow to manage defaults.
Assign the appropriate flow for each behavior.
Save your changes.
You may choose to assign the same flow to one or more defaults, depending on the user expedience.
Add guardrails
Guardrails help control user inputs and application outputs during conversations.
Attach guardrails when the application needs safety, compliance, brand, privacy, or policy controls.
To add guardrails:
Open the application > Select the Design tab.
Select Add guardrail.
Choose one or more guardrails from the workspace.
Save your changes.
Be mindful that guardrails and the number of rules within each can add latency to your application.
Once you have attached and condifigured flow behavior and guardrails, you can move to the next phase of creating a build.
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