On this page, you can find detailed information about our new Action Management tool and the upcoming migration to the new functionality.
In case you experience any issues, please contact your Customer Success Manager or our Support team. We will closely monitor the process and help you right away.
What is changing with the new Action Management tool?
Identical actions are now grouped into reusable action components, allowing you to more easily manage your actions in one central location. When making a change to the action configuration, the changes are reflected on all actions in the group, allowing you to easily make bulk updates.
The function of actions and how you use them is not changing, but you will find some elements in different places than what you are used to.
A new central hub for actions
You will find a new menu item under Content, called Actions. All your Actions are listed here, displaying their current usage and last update date. Here you can make edits to existing components and push out changes to everywhere that component is used. You can also create new Actions from here, which you can reuse later anywhere.
Add actions effortlessly
In the Dialogue Builder, the action component that you wish you use can now be selected from a list and applied with a single click or you can create a new component from here too. This eliminates any need to recreate actions every time that you want to use them, eliminating risks of typos and reducing repetitive tasks.
You will find some changes on the menu structure too. Let’s start with intent- and reply-level actions.
- Reply-level actions are completely gone, but you can achieve the same results by applying an action to the first block of the dialogue.
- Intent-level actions remain available. Now you can set actions from the general tab of the intent, instead of the Actions tab.
Bot-level actions have moved to Bot Settings
Bot-level actions have also moved to a new location. Instead of Settings > Actions, you will see bot-level actions in Settings > Bot Settings > Events & Actions.
Adding a bot-level action is simple: first click on Add Action, then select an event that should trigger the action, like Chat Started. Once the event is selected, you will be able to choose from one of your existing actions in the dropdown, or add a new action
Access the Action details in Conversation Logs
As you build and maintain your bot, you will need to update your Action configurations too, meaning you will have many past setups for your action components. In the Conversation Logs, when you navigate to a conversation, you will find a snapshot of the executed action for that given session.
This means, that even if you have updated the action component since the conversation has happened, you will see what action configuration was applied for the session.
For conversations that happened before the migration, you will continue to see which actions were applied to those conversations, but won’t have access to the snapshots.
What happens during migration?
To make using the new system as effortless as possible, we are grouping your actions programmatically for you. This means:
- Deduplication: each action with an identical configuration is grouped in a single reusable component
- Naming components: each component has to be named, which we will generate based on the configuration. For example, a component with a configuration Target: Conversation Document (Session), Action: Set, Field to update: userType, Value: B2C will be named Set userType to B2C in the session