Variables in guides

Conditions préalables 
  • Virtual Agent enabled in your organization. For more information, contact your designated Customer Success Manager.
  • AI Studio permissions for Guides. For more information about all the required permissions, see AI Studio permissions. 

A guide variable enables your AI agent to send data to or receive data from Architect flows during the conversation, making customer’s interaction more dynamic. Use variables in your guides to provide a smooth transition between the Architect flow that is enabled with Virtual Agent and the guide, and continue the conversation without asking the user to repeat their query.

Create guide variables

  • Create a variable only when there is a need to exchange information with the Architect flows. To use references between steps within a guide, consider using plain text instead of variables.
  • Avoid creating variables for data action parameters unless you want to send that data to or receive that data from Architect. To use a data action parameter in your guide, specify the exact name of the parameter, for example, new_delivery_date. For more information about connecting guides to external services with data actions, see Connect guides to external services with data actions.

  1. Cliquez sur Admin. 
  2. Under AI Studio, click Guides. 
  3. Open an existing guide or create a new one.
  4. Open the Variables tab and click Create. The Create variable panel opens.
  5. Under Create variable, do the following:
    1. In the Name field, enter a variable name.
      Note: The maximum length of a variable name is 80 characters.
    2. From the Data type drop-down list, select one of the following data types:
      • String: This is a standard text string.
      • Boolean: A Boolean can have only one of two values: true or false.
      • Number: A number includes any numeric values, including decimals.
      • Integer: An integer is a whole number such as 987 or 5.
        Note: Ensure that the data type matches correctly with the intended values. This improves the LLM’s accuracy when identifying and gathering information.
         
    3. (Optional) In the Description text box, enter a description along with a short example. For example, Policy number is a unique identifier in the format “XXX-####-YY##”. 
    4. From the Availability drop-down list, select the appropriate direction of data transfer. 
      • Input: Use this to send data to the Architect flow. 
      • Output: Use this to receive data from the Architect flow. 
      • Input & Output: Use this to send data to or receive data from the Architect flow.
  6. Click Create. You can now use this variable in your guides.

    Use variables

    1. Open an existing guide or create a new one.
    2. In the Instructions tab, place your cursor where you want to insert a variable and type /. 
      A pop-up dialog box appears showing options to insert a data action or variable.
    3. Select Variables. The dialog box now lists the available variables. 
    4. Select the required variable. The editor highlights variables present in your guide by a green underline.
    5. Click Save to save the guide or click Publish to publish the guide.
      Remarques:
      • While your guide is in draft mode, you can make changes to the guide variables, if needed. After you publish a guide, you cannot make changes to an existing variable’s name, type, or availability, but you can add new variables.
      • The maximum number of variables that you can have in a single guide is five.