Actions are the hidden super power of your virtual agents. They enable yours virtual agents to perform actions in Zendesk just like a human agent would!
Zendesk Chat actions are triggered by different chat events in the Ultimate Dashboard, for example, Chat Started or Chat Escalated. You can learn more about chat events here. 

This article covers the actions we support in Zendesk:

  1. Trigger reply
  2. Add tag
  3. Get tag
  4. Leave channel
  5. Get visitor info
  6. Update visitor info

Related articles:

  • Actions Explained
  • Best Recipes of Actions - Zendesk Chat

Trigger Reply

This is most commonly used to trigger a specific reply/intent, e.g. welcome reply, when a selected event happens.  

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Add Tag

This action adds custom tags to a chat which helps you and your agents manage to get gain insights into your tickets in Zendesk Support. Understand more about Reporting with tags in this Zendesk article. 

This action can be used with the events below at bot level:

  • Chat started
  • Chat escalation attempt
  • Chat escalation failed
  • Chat inactive

For example:mceclip2.png

It is also often used at intent and dialogue message levels to help your agent categorize tickets.

For example:

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Get Tag

The Get Tag action allows you to pull existing tags from Zendesk Chat into the Ultimate Dashboard. By doing so we can trigger reply variation to give a more personalized dialogue flow.

In addition, by setting Add Label to be "true", you can view the same tags you have in Zendesk in our Conversation Logs as well for easier conversation data management. 

The Get Tag action can be configured at the following chat events at the bot level:

  • chat started
  • chat escalation attempt
  • chat escalation failed
  • chat inactive

For example:

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Leave Channel

If you have high volumes and longer queues, it can be better to show the user their queue position when escalating. In the example below, the bot leaves the chat immediately and the user will see the queue and be able to rate the chat until a human agent picks up the conversation. 

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Get Visitor Info

This action allows you to retrieve visitor information on Zendesk. This information can then be saved to personalize your messages or create reply variations.

You can retrieve the information below:

  • email
  • current country 
  • current_device_type
  • external_id
  • display_name
  • phone
  • notes
  • current_tags
  • current_region
  • current_city

For example:

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Update Visitor Info

This action allows the bot to fetch the information visitors offer during a conversation and update it on the visitor's Zendesk ticket. 

You can update the information below:

  • email
  • notes

Updating email ensures the agent has the latest information to contact a visitor and notes act as a way for the bot to communicate to the agent.

Learn how to set it up in Update Visitor Information - Zendesk Chat


The notes field follows the visitor and not the chat. When using this please add another Update visitor info action to update the notes field with "-". Otherwise, the information in notes could cause confusion the next time the visitor chats again.

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