Action Management has received a big update. If you would like to learn more about what has changed, visit our Migrating to the new Action Management tool page. If your account has not been migrated yet, documentation about the previous version is available here: Actions and Events explained (legacy).
What are Actions?
Actions provide an easy way for your AI Agent to interact with your CRM platform and save conversation details. You can set up rules that trigger based on specific events to:
- Share information with your CRM
- Enhance conversation data
- Create variables for use in conditional scenarios during conversation design
How to add Actions?
Actions can be applied at three levels, each serving a unique purpose in managing your AI Agent's interactions:
Bot-level Actions:
- These actions are executed in every conversation your AI Agent engages in.
- They require an event and an associated action. For example, you might set up a ‘Chat Started’ event to automatically pull visitor information from your CRM every time a conversation begins.
Intent-level Actions:
- These actions are triggered whenever a specific intent is activated.
- For intent-level actions, you simply select the action you want to execute when the intent is triggered.
- They are particularly useful if you want to apply actions to all replies within an intent.
Block-level Actions:
- Block-level actions are executed when a particular block within the conversation flow is reached.
- These actions are useful for more granular control within your dialogues. You can add labels to conversations, check for specific parameters, and store detailed information relevant to the ongoing conversation.
By strategically applying actions at these different levels, you can enhance your AI Agent’s ability to manage conversations, personalize responses, and efficiently interact with your CRM system. For more detailed instructions on how to create and trigger these actions, please refer to our guides on Action Creation and Maintenance and Events Explained.
CRM Actions
CRM Actions are functions that enable communication between the AI Agent and your CRM platform. As these actions are platform-specific, different actions are available for each CRM platform.
| Zendesk Chat | Zendesk Support |
| Actions Overview - Zendesk Support |
| Sunshine Conversations | |
| Actions Overview - Sunshine Conversations |
| Salesforce | Intercom |
| Actions Overview - Salesforce | Actions Overview - Intercom |
| Freshdesk | Freshchat |
| Actions Overview - Freshdesk | Actions Overview - Freshchat |
Conversation Actions
Conversation actions allow you to create or modify parameters, forming the basis for your business logic. These actions are versatile and can be used for various purposes, including:
- Labeling Conversations: Actions can tag conversations, making them easier to track and analyze within Conversation Logs and Analytics.
- Creating Parameters: Save parameters that can be used in conditional logic within the Dialogue Builder, enabling more dynamic and responsive conversation flows.
- Updating Parameters: Update existing parameters, such as changing the language of the conversation based on user preferences or other criteria.
To explore Conversation Actions in greater detail, visit the Conversation Session Actions page.
Reviewing Actions in Conversation Logs
In Conversation Logs, you can find detailed information about which actions were applied to a conversation. By selecting an action within the log, you can view a snapshot of the executed action. This snapshot preserves the exact configuration of the action as it was applied at that time, even if you have since changed the action's configuration.
Additionally, from the Conversation Logs, you can navigate directly to where the action is set up. This includes jumping to the relevant block in the Dialogue Builder and going to the specific action on the Actions page.
Actions that were applied to a conversation before the introduction of reusable Actions don’t have a snapshot view, clicking on them will take you directly to where they were applied.