Guidelines for using chatbots
You can apply the suggestions and guidelines from this section to your chatbot scripts.
Encrypt custom parameters
Encrypt customized parameters whenever you need to send sensitive information to your chatbot. If you prefer, you can always encrypt the parameters.
Refer to these topics to review the syntax to send custom parameters to your chatbot via API:
Limit access to chatbot
Limit access to chatbot when it depends on specific parameters, such as the user ID logged into the system. This limitation prevents attempts at unauthorized access to the chatbot and the exposure of confidential data.
Put the user on hold
Use the command Bot Start On Hold (botStartOnHold) to put the user on hold. You should put the user on hold whenever your chatbot needs to automate other
processes while still interacting with the user.
Redirect the user only at the end of the interaction flow
Use the Redirect web chat (chatRedirect) command only when there are no more interactions from the chatbot to the user.
Adapt scripts that does both chat and IVR interactions
Adapt scripts acting both as a chatbot and IVR bot whenever a chat command is not compatible with an IVR command and vice versa.
Set timeouts
Set timeouts in the commands to prevent the chatbot from consuming a license while idle.
You can use Markdown or HTML in text messages sent by the chatbot
You can customize the chatbot's messages by using Markdown or HTML.
You can customize the Web Chat appearance with CSS
You can customize the Web Chat appearance with CSS in your IBM RPA Control Center environment when creating or by editing the chatbot mapping.