Products & Orders V3 template: Agent Setup and Workflow Guide

Welcome to your template guide! 

Here you will find a detailed description of the capabilities of your agent. If you need further information regarding the installation of Streamline Connector, Connection to Voiceflow, Sending your product data, and more, please be sure to check the following article: "Streamline Connector & Template Installation Guide".

The agent consists of 6 main workflows: 

• Home
• Order Status
• Policies
• Product Recommendation
• Submit a ticket

Home

This is where your bot initializes. It will display a message greeting the user and offer a menu with different button options to guide the conversation. The first modification to be made is in the greeting—customize it to suit your needs.

Keep in mind that if the user does not click a button but types a response instead, the bot will still be capable of understanding the input and guiding the user correctly, thanks to intents.

Order Status

This workflow utilizes both Voiceflow functions and Streamline Connector (SC) to retrieve order information for the user. This is made possible by the knowledge base of your agent, which SC keeps updated. If no order is retrieved or an issue occurs during the process, the user can submit a ticket or contact a live agent. 

Policies

This is an essential option to include in your agent. The agent will ask the user to provide a question and capture the response. This response will be optimized and compared to your Knowledge Base, so it is important to have your policies included there. If the model considers its answer accurate, it will be displayed. If not, the agent will ask the user to try again or offer the option to return to the main menu. 

Product Recommendation

In this workflow, we leverage the power of Streamline Connector once again. Based on the user's inquiry, the agent will make a product recommendation by displaying a carousel in the chat with all the products that match the user’s needs. Each card in the carousel will have a "Shop Now" button linking to the product's page. 

Unfortunately, there isn't an automated way to do this yet, so the cards must be uploaded manually. This is a quick and simple process:

• Click on the carousel (the white box containing the different products inside the light blue container called "Best Sellers"). A tab on the right will open, showing the different cards in the carousel. 

• Delete the default cards by right-clicking on them and selecting the delete button. 
• Add your desired products. To add a new card, click on the blue "Add Card" button. You will need to provide a title, description, and image for each card. Additionally, you can add a button to each card. 

Submit a Ticket

This workflow has been added mainly to provide a starting point for categorizing different scenarios. Voiceflow supports various ticketing systems. If you would like to set one up, please don't hesitate to reach out to us, and we can connect you with an expert. 

Knowledge Base System and Prompting

The Knowledge Base (KB) system can be modified to meet your needs! In this template, we prefer a more deterministic bot rather than a random one, ensuring it responds according to the available information. We kept the prompt simple but clear. We instruct the bot on its role, reinforce the low-temperature setting by stating that it must not deviate from the provided information, and emphasize keeping responses concise. To minimize token usage, AI is utilized in only two more instances: first, to filter the list of products received from the Streamline Connector function so that only available products are shown, and second, to format that list of products into a carousel for an organized and clear display.

By leveraging AI in this way, our bot uses different variables to ensure it has all the information it needs to function: the question asked by the user, the list of items sent by our app, our instructions, and representative examples of the expected output.