Mapping Events for an Application
You can map Events to Service Flows in the X-Console from the Events panel on the selected Application page.
Note
Event triggers are currently supported with U-Self Serve, AI Agent Assist, Agent Assistant and Customer Assistant Applications only.
From the Applications page, click the Name link of the relevant Application. The Details panel for the Application is displayed.
Click on the Events tab. The Events panel is displayed:
The image above shows an example Events panel for a Customer Assistant Application. Events panels for other application settings panels can differ.
In the left-hand column, locate the Event Name that you want to use and then select the Service Flow that it will trigger from the Mapped to dropdown list. The selected Service Flow will be mapped to the Event.
When the list is long, you can locate a specific Flow by entering a few letters from any of its details into the Search field, as shown in the example above.
Note
To remove an existing mapped Event from the dropdown, hover over the dropdown and click the X that appears on the right-hand side.
The Relevant Variables information column displays variables which contain potentially important values, based on the selected Event. For example, the Event named 'Before sending a response to the user' reads the built-in Bot Output Session Variable to supply its input value.
There may be additional relevant variables which are not listed here. Any Session or User Variable or Custom Type that is available to the calling Flow can be used to provide input or output data to the mapped Service Flow.
Application Event Triggers
The following table lists the Events that are available for triggering Service Flows:
Event | Available Application Channel Types | Description |
|---|---|---|
When call starts | AI Agent Assist | Calls the mapped Service Flow whenever a call is started. |
When call ends | AI Agent Assist | Calls the mapped Service Flow whenever a call is ended. |
When Entity is recognized | AI Agent Assist | Calls the mapped Service Flow whenever an existing AI data model Entity is identified. |
When Intent is recognized | AI Agent Assist | Calls the mapped Service Flow whenever an existing AI data model Intent is identified. |
After each input from the user | U-Self Serve Agent Assistant Customer Assistant | Calls the mapped Service Flow whenever input is received from the user. |
After each output from the NLP engine | U-Self Serve Agent Assistant Customer Assistant | Calls the mapped Service Flow whenever output is received from the NLP engine. |
Before Intent Flow is started | U-Self Serve Agent Assistant Customer Assistant | Calls the mapped Service Flow before invoking the source Intent Flow for the current Application. |
Before sending a response to the user | U-Self Serve Agent Assistant Customer Assistant | Calls the mapped Service Flow prior to sending response output to the user. |