Create and Extend an ODA Skills

Within the Flow Editor you enter skills which will enable routing of a chat to a human agent, or the bot which can display articles to the user.

For the cases where your customer needs to chat with a human, you use the System.AgentTransfer component to transfer the conversation to an agent.

If you're using Oracle Fusion Service Knowledge Management, then you can use the System.KnowledgeSearch built-in component to search for and display articles from that service.

You can design these components as separate skills and bundle them together under a Service Digital Assistant or they can be part of the same skill.

When building the Skill modify the System.AgentTransfer to include the customProperties setting as shown in the following example:

doTransfer:
    component: "System.AgentTransfer"
    properties:
      maxWaitSeconds: "300"
      allowTransferIf: "agentSessionsAreAvailable"
      # Example of passing a custom property to Oracle FusionService      
      customProperties:
        # This is a checkbox custom field in the Universal Work Object.
        # Checkboxes take the value of Y (selected) or N (unselected).
        - name: ”EscalationLevel_c"
          value: ”1"
      acceptedMessage: "The conversation has been transferred to a live agent."
      waitingMessage: "I'm transferring you to a human. Hold tight"
      rejectedMessage: "Looks like no one is available. Please try later"
      errorMessage: "We're unable to transfer you due to a system error."
    transitions:
      actions:
        accepted: "reset"
        rejected: "handleRejected"
        error: "offerMoreHelp"
      next: "reset"