Creating Actions
The actions you create are reusable across the platform. Once created, you can easily access them, bot-, intent-, or block-level actions.
Actions can be created from the Content > Actions menu, or from any place where Actions can be applied.
When clicking on Create Action, you will see the following modal:
- Name: All Actions have to be named. In this field, you can briefly describe what the Action does to make it easier to find later.
- Target: By selecting a target, you will have access to different sets of actions: Conversation actions, or you selected CRM-platform-specific actions.
- Action: Actions are selectable after target selection and control which fields will be rendered for further configuration.
- Action-specific fields: The rest of the fields are rendered based on the Action selected, like Tags in the case of the Add Tags Action.
When creating Action configurations, creating duplicates is automatically prevented. When checking for duplicated configurations, the Name field of the Action is ignored.
Using Actions
As you can reuse actions, the created configurations can be applied with a few clicks on all levels.
Adding Actions to blocks in the Dialogue Builder
In the Dialogue Builder, you can add actions to most blocks by clicking on a block and navigating to the Actions section in the drawer.
In the Actions section, you can see all the actions already applied to the block. By hovering over an action, you can view its configuration. If you click on an action, you can access its details page.
To add new actions, click on "Add Action" and select the actions you want from the dropdown menu. If the action you need is not available, you can create a new one by clicking on "Create Action."
These actions will be triggered when the block is reached during the conversation, enabling dynamic and responsive interaction management.
Adding Actions to Intents
For intents, you can access actions on the General tab of each intent. Under the description field, you will find the Actions section.
Similar to block-level actions, you can see the actions already applied here. You can add new actions by clicking the "Add Action" button, or create new ones if needed by selecting "Create Action."
Adding Actions to the Bot
To add bot actions, navigate to Settings > Bot Settings > Events & Actions. On this page, you can find all your events and their related actions. To add new actions, click on the "Add Action" button in the top right corner.
First, select an event that will trigger the action. For more information about each event, refer to the Events Explained page. After selecting an event, you can choose the desired action from the dropdown menu or create a new one, similar to block- and intent-level actions.
If you want to use these events to trigger replies, click on the overflow button next to the "Add Action" button. In the modal that appears, you can set up replies triggered by the Chat Started or Chat Inactive events. It is not recommended to trigger more than one reply per event.
Maintaining your Actions
Updating Actions
With actions being used in multiple places across the Ultimate platform, easy management is crucial for keeping all your assets up to date effortlessly. Each action can be updated with a few clicks, and the changes will be directly applied to every location where the action is used.
Deleting Actions
Deleting an action will affect all the places where it is used. Ensure that you no longer need the action anywhere before deleting it. If the action is still needed in some areas, it might be better to remove it only from specific locations where it should no longer be triggered.
