Best Practices while working with Entities Best Practices while working with Entities

Best Practices while working with Entities

Paul Bird

Objective

When you create entities there are some practices you should follow

Applies To

  • Vonage AI Studio

Procedure

#1 Synonyms for numbers entity
If you create a numbers entity, make sure you enter in the values the numbers themselves like 1, 2, etc, and to make synonyms with the words like one, two, etc. 
This can be specifically relevant if you are using voice as well as DTMF in your 
conversation flow. "Are you looking for the sales or marketing department? 
You can either say the department or press 1 for sales and 2 for marketing." 
In the entity, you would add sales as the entity value and 1 as the synonym.
#2 Be specific in your synonyms
Make sure not to add synonyms that are only one letter like just “a” or “b”, unless you ask the caller to choose a letter in the prompt question.
#3 The agent reads out the value
When your agent needs to read out a value from the entity, it will read out the “Value” and not any “Synonyms”. Make sure to keep the values clean and user-friendly.
#4 Value shows in reports
If you include parameters in reports, the value will also be represented as the “Value” and not the “Synonym”.

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