ARTICLE: Emplifi Bot — Getting Started
Source: https://docs.emplifi.io/platform/latest/home/welcome-to-emplifi-bot
Last modified: 2023-06-07
PURPOSE
This section introduces the Emplifi Bot interface, core terminology, and the key concepts you need to understand before building or managing bots. It covers the Bot window layout, the glossary of platform-specific terms, and where to go for setup guidance — giving new users the foundational context required to navigate Bot confidently.
WHAT THIS SECTION COVERS
Getting Started with Emplifi Bot includes two reference resources:
Emplifi Bot Window
A walkthrough of the Bot interface — the Application Bar, navigation panels, and workspace areas. Refer to this when orienting yourself to the platform for the first time.
See: https://docs.emplifi.io/platform/latest/home/emplifi-bot-window
Glossary
Definitions of key terms used throughout Emplifi Bot documentation — including intents, utterances, conversation flows, fulfillment handlers, containment, and escalation.
See: https://docs.emplifi.io/platform/latest/home/glossary
KEY CONCEPTS TO UNDERSTAND BEFORE BUILDING
Intents
An intent is a recognized category of customer request or question — for example, "track my order" or "request a refund." Bots match incoming customer messages against a library of intents to determine the appropriate response.
Utterances
An utterance is a training example of how a customer might express a particular intent. For example, "Where is my order?" and "Can I check my delivery status?" are both utterances for the same intent. The more utterances per intent, the more accurately Bot can recognize it.
Conversation flows
A conversation flow is a structured, branching script that guides the customer through a specific interaction — collecting information, providing answers, and escalating to an agent when needed.
Containment
A conversation is "contained" when the bot successfully resolves the customer's issue without escalating to a human agent. Containment rate is a key performance indicator for bot effectiveness.
Escalation
Escalation occurs when the bot cannot handle a request and transfers the conversation to a live agent in Community or Care. The full conversation history is transferred so the agent has context.
NEXT STEPS
- Create and Manage Bots — build your first bot
- AI Utterances — Train Bot Intents with AI — improve intent accuracy
- Bot Analytics — monitor performance
RELATED ARTICLES
- Emplifi Bot — Module Overview
- Emplifi Bot — Create and Manage Bots
- Emplifi Bot — AI Utterances: Train Bot Intents with AI