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!
Add Tag
Adding a tag enables updating the tag field within the Intercom ticket. This could be used when a conversation is escalated to an agent. You can use tags to select the related value in an Intercom drop-down field. The dropdown fetches all the existing tags on the Intercom account.
In case you would like to create a tag, you can do this with the Create Intercom tab option. This is a free text field, so you can type the name of the tag you would like to be applied and all tags will be added to the list of existing tags.
Add/Edit Custom Attributes
This action allows the clients to add and/or update custom attributes on the Intercom conversation. This is done by defining the field to be updated and what the input (value) should be.
Note: based on the field type the input will be different, Current intercom types are date-number-text-boolean
Multiple fields can be updated by using the set another field button.
Get User Info
This action allows the client to fetch any field values on the user object within Intercom to be used within Ultimate. You can save the value under the name of your choice as seen below:
Multiple fields can be set by using the 'Add another field' button.
Update User Info
This action allows the client to update any fields on the user object from Ultimate to Intercom. These values can be set on the bot level or the dialogue level.
An example of this can be seen below:
Multiple fields can be set by using the 'Update another field' button.