You can increase automation and streamline processes for your agents by creating rules that trigger actions based on specified chat events.
The article contains the following sections:
What are Actions?
Actions are fully customizable rules that are triggered based on a defined event in a conversation. They can be used to create and update data on your integrated CRM platform or trigger internal actions to update a session.
There are two types of actions we currently support:
-
Bot-level actions are rules defined at the bot level, meaning they can be executed in every single conversation. For example, when a session starts (event) → on your platform (target) → trigger reply (action) → welcome reply (value).
- Actions created at this level affect every incoming message when requirements are met.
- Content-level actions are rules defined at the intent, reply, or message level. They are triggered with the intent, reply, or message. These actions are defined and live within an intent, reply, or message. At content-level you can use CRM actions or Ultimate actions.
To learn about actions specific to your CRM check out the below articles.
| Zendesk Chat | Zendesk Support | Sunshine Conversations |
| Actions Overview - Sunshine Conversations | ||
| Salesforce | Freshdesk | Freshchat |
| Actions Overview - Salesforce | Actions Overview - Freshdesk | Coming soon |
Ultimate Content Actions
Ultimate actions are a great way to capture and set values for the conversation session. You have the option to create these actions on Intent, Reply, and message-level directly within the Dialogue Builder.
Intent Actions
Define actions to be triggered when this intent is recognized. Actions could either manipulate the conversation session or update information such as adding a label for the intent's name. Learn more about labels here.
Note - Intent-level actions apply to everyone that triggers that intent, therefore they need to be a label or setting that is applicable no matter which path someone goes down.
Message Actions
These are our favorite level actions and are so powerful because they can be applied to any block type (except link to another message block), and can mean whichever path a customer goes down you can personalize the experience.
Example use cases would be that you can set/unset parameters that can then be used to set parameters that can be used later in conditional blocks for entity recognition or API calls, alternatively, labels are a common use case that adds labels based on where they are in a flow - providing a more accurate setting based on each users experience, and can be used in Analytics.
One common use case that we see is for the language setting intent to override what might be set on the CRM-level or if you opt for the experience where the user can choose the language they wish to speak in so to set it as the active_language parameter. You can learn more about this here.
What are Events?
Events refer to something that happens or takes place within a conversation or in the CRM platform.
Chat Automation Events
| Event Name | Description |
|
Chat Started |
A new chat conversation has started |
|
Chat Ended |
The conversation was ended by the user or the session ended after 2 hours |
|
Chat Escalation Attempt |
The bot is going to attempt to hand over the conversation to a human agent |
|
Chat Escalated to Human |
The conversation was successfully handed over from the bot to a human agent |
|
Chat Escalation Failed |
Attempted to hand over the conversation to a human agent but failed |
| Suggestion Used | A human agent has used a suggested answer |
| Chat Inactive |
The chat has been inactive (no visitor messages) for 15 minutes |
| Session Ended |
The automation part of the bot has finished (this could either be a bot escalation, session end or chat end) |
Ticket Automation Events
| Event Name | Description |
|
Ticket Received by Ultimate |
When a message is received and a ticket is created in your CRM platform This is the equivalent to Chat started and used for actions that affect the rest of the process. e.g. Get user info. It is triggered BEFORE ticket content is processed by Ultimate |
|
Ticket Processed by Ultimate |
When a ticket is created in your CRM platform This is the event we want to use when we want to update the platform with dynamic data from the session. e.g. entities like phone number, and email. It is triggered AFTER ticket content is processed by Ultimate |
|
Reply Delay Timer Started |
When a ticket reply is scheduled to be sent out after the delay. You can use this event to add tags and internal notes to your tickets. Scheduled messages are not visible in CRM platforms, so it is recommended to set up agent view in a way that issues with scheduled answers are hidden and not mistaken for open tickets. This event is triggered when the bot reply node has been reached |
|
Reply Sent After Delay |
When the ticket reply has been sent out after the delay. This event can be used to add post-reply updates to your tickets, ensuring your agents will be able to see issues that were previously hidden, but later were answered with delay. This event is triggered when the bot reply node has been sent. |
Here's an overview of the sequence of the Ticket Received by Ultimate and Ticket Processed by Ultimate events:
Ticket Received by Ultimate > Bot level actions > Content level actions > Ticket Processed by Ultimate