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domain.yml
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session_config:
session_expiration_time: 0.0
carry_over_slots_to_new_session: true
intents:
- greet
- goodbye
- bot_challenge
- password_reset
- inform
- thank
- help
- problem_email
- open_incident:
use_entities: []
- incident_status
- out_of_scope
- restart
- affirm
- deny
- trigger_handoff
- human_handoff
- handoff:
triggers: utter_greet
entities:
- email
- priority
- handoff_to
slots:
confirm:
type: unfeaturized
previous_email:
type: unfeaturized
caller_id:
type: unfeaturized
email:
type: unfeaturized
incident_title:
type: unfeaturized
priority:
type: unfeaturized
problem_description:
type: unfeaturized
requested_slot:
type: unfeaturized
handoff_to:
type: unfeaturized
responses:
utter_out_of_scope:
- text: Sorry, I'm not sure how to respond to that. Type "help" for assistance.
utter_greet:
- text: Hallo! I'm your IT Helpdesk Assistant.
utter_goodbye:
- text: Goodbye!
utter_iamabot:
- text: I am a bot, powered by Rasa.
utter_ask_email:
- text: What is your email address?
utter_ask_incident_title:
- text: What should we use for the title of this incident?
utter_ask_problem_description:
- text: What is the problem description for the issue?
utter_ask_priority:
- text: What is the priority of this issue?
buttons:
- payload: /inform{"priority":"low"}
title: low
- payload: /inform{"priority":"medium"}
title: medium
- payload: /inform{"priority":"high"}
title: high
utter_no_priority:
- text: Sorry "{priority}" is not a valid priority. Please try again.
utter_no_email:
- text: Sorry, "{email}" isn't in our incident management system. Please try again.
utter_help:
- text: "I can help you open a service request ticket, or check the status of your open incidents.
\nYou can ask me things like:
\n- Open an incident
\n- Help me reset my password
\n- I'm having a issue with my email
\n- What's the status of the ticket I opened?"
utter_welcome:
- text: You're welcome!
utter_default:
- text: I didn't quite understand that. Could you rephrase?
utter_ask_use_previous_email:
- text: Would you like to use the last email address you used, {previous_email}?
utter_ask_confirm:
- text: "Should I open an incident with the following details?
\n email: {email}
\n problem description: {problem_description}
\n title: {incident_title}
\n priority: {priority}"
buttons:
- title: Yes
payload: /affirm
- title: No, cancel the incident
payload: /deny
utter_incident_creation_canceled:
- text: Alright, I have cancelled the incident.
utter_ask_whatelse:
- text: What else can I help you with?
utter_ask_handoff:
- text: It looks like you want to be transferred to a human agent.
utter_handoff:
- text: Alright, I'll try to transfer you.
utter_wouldve_handed_off:
- text: If you were talking to me via chatroom, I would have handed you off to {handoffhost}.
utter_no_handoff:
- text: Since you haven't configured a host to hand off to, I can't send you anywhere!
forms:
- open_incident_form
- incident_status_form
actions:
- action_handoff
- action_handoff_options