How to use the Autopilot Studio Widget

The Autopilot Studio Widget lets you send calls or messages from Studio to an Autopilot bot and back to Studio after the session with the bot ends.

In this guide you will learn how to:

• Add Autopilot variables into Studio Flows
• Use a Studio flow to hand off conversations from Autopilot bots to human agents
• Use Autopilot with Flex

You can also check out the Autopilot Widget reference documentation

Add Autopilot variables into Studio Flows

Using the Autopilot Widget lets you leverage data from a conversation with an Autopilot bot, like data from Memory or Field Types in the Studio Flow. This is especially useful when you use a bot to collect data from the user and need to make decisions in Studio based on that.

You can access the following Autopilot variables in Studio Flows:

Handoff from Autopilot to human agents

With Autopilot and Studio you can handoff a conversation from an Autopilot bot to a human agent on any channel following the steps below:

1. Create a talk-to-agent Task for your Autopilot bot
2. Train the talk-to-agent Task
3. Program the talk-to-agent Task
4. Insert a Split Widget after the Autopilot Widget on the end_session transition
5. Evaluate the Autopilot Current Task variable in the Split widget
6. Connect to an agent

1. Create a talk-to-agent Task on Autopilot

Go to the Tasks section of Autopilot and create a talk-to-agent Task.

2. Train the talk-to-agent Task on Autopilot

Once the task is created, click on Train and add the samples below:

• Talk to agent please
• representative
• agent
• I want to talk to someone
• talk to a person
• talk to representative
• agent please

3. Program the talk-to-agent Task on Autopilot

Then click on Program, to define what happens when the task is invoked. Enter the following JSON:

{
	"actions": [
		{
			"say": "Hold on, we are connecting you with an agent"
		}
	]
}

Note that the task does not have a listen: true, meaning that the Autopilot session will end and it will send control back to Studio.

4. Insert a Split widget after the Autopilot widget on end_session trasition

You only want to send to agents Autopilot sessions that end on the talk-to-agent Task. To check for this, you'll need to create a Split Widget after the Autopilot end_session transition.

5. Evaluate the Autopilot CurrentTask variable in the Split widget

Here you need to create a condition in the Split Widget to check if the task is talk-to-agent. You will end up with two transitions from the widget — one for if the CurrentTask matches talk-to-agent and another when the it does not match.

6. Connect to Agent

Lastly, you need to connect the talk-to-agent transition to the appropriate widget.

• For Voice use the Connect Call To Widget
• For SMS, Chat and Messaging Channels like WhatsApp use the Send and Wait for Reply Widget

Use Autopilot with Flex

You can also use Autopilot and Flex by adding the Send to Flex Widget to do human agent handoff.

Using Inbound Context with Studio

Inbound Context lets you add data to the Autopilot Memory before starting a dialogue with the bot. In a Studio flow, it allows you to pass Flow variables created by other widgets in your flow seamlessly into Autopilot to be used in bot conversations. You can then parse these variables directly from the Memory JSON included in Autopilot's request to your application:

• Memory.CarMake
• Memory.CarModel