Our Response Tag Language
The name of the markup language (tags) we use in responses to define new chat bubbles, persistent buttons, galleries, etc...
What is BotML or Bot Markup Language?
Rule #1 suggests all responses should resolve the problem the user needs help with and should consider the user goal and its this.
What are user goal boundaries?
The first step in customer content configuration this task should be completed by someone familiar with the bank’s products/services.
What is Product Mapping?
These buttons appear only at the bottom of a response and allow users to navigate to another response within the bot. They disappear after the conversation moves on.
What are Quick Reply Buttons?
Mandatory responses are highlighted with this colour of flag.
What is a green flag?
The tag we use in responses to add response variations of a response that will be randomly shown to the user each time they trigger that response.
What is /or?
To make sure customers don’t have to start entirely from scratch Rule #4 encourages them to do this (but only where appropriate)
What is use their existing assets?
These are the words we collect to help our model recognize a customer’s specific products.
What are synonyms?
This feature is a horizontally-scrolling row of cards that allows customers to really show some pizazz in the bot using images, a title, subtitle, and buttons.
What are galleries?
Finn AI developed this feature within Airtable that allows customers to see a preview of what they’ve written
What is the Content Viewer?
The tag we use in responses to add a persistent button.
What is /pb?
Rule #2 suggests that to make sure we help users quickly and so that responses are appropriate for the small real estate in the widget that we do this.
What is keep responses short and to the point?
This part of the content process is often the most time consuming.
What is content review?
These buttons can appear anywhere within a response and can link to another response, a URL, or even can trigger a phone call. They do not disappear after the conversation moves on.
What are Persistent Buttons?
The Content Creation view customers work on is arranged by these - topics based on common themes identified by Financial Institutions as often asked about by their customers
The tag we use in responses to display a carousel or gallery.
What is /gallery?
Just like in human interactions, sometimes things don’t go well in bot interactions. This is the phrase we use in Rule #5 to describe being prepared for these negative interactions before they happen.
What is "failing gracefully"?
Before starting the content process it’s important to consider the “style”, “voice” and even this important part of the bot’s character
What is the bot's name?
This feature can be added to any individual text bubble within a response and prompts the user to leave some quick feedback as to whether or not they found that response useful.
What is Get Reaction aka Response Reactions aka Thumbs Up/Thumbs Down?
To help keep customer content secure we can provide two types of access to their Airtable base: "Editor" and this more limited type of access.
What is "Read Only"?
The tag we use to add the Get Reaction aka Thumbs Up/Thumbs Down feature to a response's bubble
What is /get_reaction?
Rule #2 suggests that to make sure we help users quickly and so that responses are appropriate for the small real estate in the widget that we do this
What is keep responses short and to the point?
This is the number of responses that are considered mandatory for bot performance at launch (and must be reviewed by the customer).
What is ~165?
This feature allows you to attach a response to the end of another response - we do this most often in the bot with menus to help move the conversation along.
What is a Content Link or Response Link?
We strongly discourage customers from doing this as part of the content writing process
What is exporting content to work on outside of Airtable?