Actions are the hidden superpower of your virtual agents. They enable your virtual agents to perform actions to personalize messages using user info, as well as add tags, and update user or ticket info just like a human agent would!
The term metadata is used a lot in these actions, and it can be any information you would like Sunshine Conversations to collect, store, and send to Ultimate or your system.
There are a couple of things to bear in mind with this:
- You will need to customize the Sunshine Conversations widget snippet to capture that.
- Ultimate can only advise in this regard, this widget customization must be done by your engineering team or a technical partner which we are happy to recommend.
Learn more in Using metadata.
Get User
This action is a combination of two actions, Get User Info and Get User Metadata, and is used to retrieve information such as first name, last name, email, or metadata by selecting from the drop-down list.
You can add more fields to update by clicking on the button: Get Another Field
For more technical information check out the Sunshine Conversation doc here.
Update User
This action is a combination of two actions, Update User Info and Update User Metadata, and is used to update user fields. You can update as many ticket fields as needed.
You can add more fields to update by clicking on the button: Update Another Field
An example use case for this would be setting the action Update User > Email for anonymous chats, this ensures that when escalated to an agent, the ticket is linked to the contact in Zendesk
Get Conversation
This action is a combination of two actions, Get Conversation Data and Get Sunshine Converstaion Metadata, and is used to retrieve conversation data from the fields available in the drop-down menu or defined with the <Metadata> option.
You can add more fields to update by clicking on the button: Get Another Field
This is great to use in the case that you use a form to collect data from the user, such as name and email data. By using the action this data is saved and can be sanitized in Ultimate to be made available to the agent or ticket upon escalation.
Update Conversation
This action is a combination of two actions, Update sunshine conversation and updateSushineConversationMetadata, and supports updating conversation fields and metadata.
Multiple fields can be updated by clicking the button: Update Another Field
You can use Update Conversation > Display Name to change the name of a conversation shown in the multiple conversations view for the web messenger or mobile SDKs
Overwrite User Tags
The action was known as Update Sunshine Tag. Previously the tags would be overwritten on both, the user and conversation level, now we offer the option of choosing which tags you want to update. The tags added/created when a conversation is created are not affected.
Overwrite Conversation Tags
The action was known as Update Sunshine Tag. Previously the tags would be overwritten on both, the user and conversation level, now we offer the option of choosing which tags you want to update. The tags added/created when a conversation is created are not affected.
Add User Tags
This action was known as Append Sunshine Tag. Adding a tag adds the tag to the Zendesk ticket when a conversation, for example when escalated to an agent — and you can use tags to select the related value in a Zendesk drop-down field. All tags will be added to the list of existing tags. This is a free text field, so you can type the name of the tag you would like to be applied. Multiple tags can be added using the plus button.
Previously, any tags added would apply to both, the user and conversation. We now allow the ability to select which of these you want to update.
Note: These do not work dynamically.
Add Conversation Tags
This action was known as Append Sunshine Tag. Adding a tag adds the tag to the Zendesk ticket when a conversation, for example when escalated to an agent — and you can use tags to select the related value in a Zendesk drop-down field. All tags will be added to the list of existing tags. This is a free text field, so you can type the name of the tag you would like to be applied. Multiple tags can be added using the plus button.
Previously, any tags added would apply to both, the user and conversation. We now allow the ability to select which of these you want to update.
Note: These do not work dynamically.
Clear Cached User
This action was known as invalidateUserCach. It clears the user data saved in the session. Why would you do this? We retrieve all user fields at the beginning of the conversation and cache them within Ultimate to reduce the number of individual API calls to SunCo. So if we need to retrieve fields that have been updated since the conversation began, we have to first clear the cached user
Add Priority
This action will assign a priority level to the ticket.
Add Case Tag
This action was known as Clarabridge: Add Tags. This allows you to add tags to Clarabridge. From here, you can add multiple tags by entering the text of the tag and pressing enter. You could use this, for example, adding priority, language, or escalation.
Create Ticket
This action creates a Zendesk Support ticket for deflected chats when the chat ends. You will be asked to add the Virtual Agent Group ID which you will find within Zendesk Support. So when the control is passed via the switchboard they can map it to the correct department.
Add a Webview
This action is only available from block-level, and allows you to create a webview directly within the dialogue builder. You would use this to create a dynamic webview based on custom parameters collected during the chat.
This would be different than sending a standard webview of store locations like with Sunshine Templates. An example would be using the customers' location to send them directions rather than just showing them a map with stores pinned.
