Call Guide action

PrerequisitesClick to expand

Use the Call Guide action in a bot flow or digital bot flow that is enabled with Virtual Agent to execute a guide. You can solely use a guide or mix and match the guide with conventional flow-based elements as necessary to implement a hybrid workflow. For more information about AI Guides, see About AI Guides.

Notes:

The AI Studio category and the Call Guide action are available only when you enable Virtual Agent.
When you add a Call Guide action to a flow in Architect, the flow type changes to Agentic Virtual Agent and it is indicated by the following badge at the top-right corner:

Add a Call Guide action to a bot flow or digital bot flowClick to expand

To access the Call Guide action, follow these steps:

From the Architect home page, click or hover over the Flows menu and select a bot flow or digital bot flow.
Create a new flow or select an existing one. The flow's configuration page opens. Note: The flow must have Virtual Agent enabled.
From the Toolbox, expand the AI Studio category and drag a Call Guide action to the desired location in the flow.
In the Name box, type a meaningful name for the action. This name becomes the name of the Call Guide action in the flow.
From the Guide list, choose a published guide.
Continue building your flow based on your business needs, including the Call Guide's Success, Failure, and Timeout paths.

Configure the Call Guide actionClick to expand

Field	Description
Name	Type a distinctive name for the Call Guide data action. The label you enter here becomes the action's name displayed in the flow structure.
Guide	Select the name of the AI guide that the flow must invoke. Click Open Guides in New Tab to open the guide in AI Studio. Notes: Only published guides are available for selection. If the selected AI guide contains one or more variables in the instructions, you must define those variables in the flow before calling the guide.
Version	The flow always executes the latest published version of the guide.

Field

Description

Name

Type a distinctive name for the Call Guide data action. The label you enter here becomes the action's name displayed in the flow structure.

Guide

Select the name of the AI guide that the flow must invoke.

Click Open Guides in New Tab to open the guide in AI Studio.

Notes:

Only published guides are available for selection.
If the selected AI guide contains one or more variables in the instructions, you must define those variables in the flow before calling the guide.

Version

The flow always executes the latest published version of the guide.

Define success, failure, and timeout pathsClick to expand

Name	Description
Success	This path indicates that the action successfully executed the AI guide. Drag the appropriate action below the Success path to follow the route you want the interaction to take.
Failure	This path indicates that there was an error executing the action. Drag the appropriate action below the Failure path to follow the route you want the interaction to take.
Timeout	This path indicates that the action has exceeded the specified amount of time to execute the action. Drag the appropriate action below the Timeout path to follow the route you want the interaction to take. Note: Actions use either the default timeout or the flow author's specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the end user does not wait too long for the path to continue. It is recommended that you set the timeout duration to less than 30 seconds.

Name

Description

Success

This path indicates that the action successfully executed the AI guide.

Drag the appropriate action below the Success path to follow the route you want the interaction to take.

Failure

This path indicates that there was an error executing the action.

Drag the appropriate action below the Failure path to follow the route you want the interaction to take.

Timeout

This path indicates that the action has exceeded the specified amount of time to execute the action.

Drag the appropriate action below the Timeout path to follow the route you want the interaction to take.

Note: Actions use either the default timeout or the flow author's specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the end user does not wait too long for the path to continue. It is recommended that you set the timeout duration to less than 30 seconds.

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