The bot builder allows you to set up dialogs and connect them to another, anywhere in the workflow. For every dialog you create, you can configure an action to be executed before or after that dialog in a conversation. The bot builder allows you to trigger actions before or after a dialog to execute certain bot flow events.
Now you can add actions in between dialogs at any given time.
For example, you can trigger an API as part of a dialog to create a ticket in Freshdesk and store the ticket ID as part of the API. In that case, you can use the Trigger API action to fetch the ticket ID from the API parameters and show it to the customer while they are interacting with the bot.
TABLE OF CONTENTS
- 1. Dynamic Actions
- 2. Agent handover
- 3. Conversation actions
- 4. Widget actions
1. Dynamic Actions:
1.1 Trigger API
This action will allow you to fetch, update, or post data remotely. You can use it to talk to your third-party applications or internal systems through APIs. When you choose this action, the bot builder will ask you to select an API call from a list. You can create these API calls under Flows > Configure > API Library of that bot. Once created, you can find them on the list to choose to trigger this remote request.
Example: Let’s say your customer is interacting with your bot for billing-related questions and is looking for the payment status. You’ll need to fetch the payment status from your internal billing software to give an update. You can set up the necessary APIs under the API library and use these API calls to fetch the required updates and then use this action in the conversation as a Message to display to your customer.
1.2 Trigger JS Function
You can use this action to invoke a JS function to trigger an external action in the bot flow.
Example: Let us say you want to give your customers an option to call support from within your app where you’ve deployed the self-service widget. You can set up the flow to have a button that will trigger a JS function. The JS function will then trigger the call action on their mobiles or web apps.
1.3 Set Property
This action will enable you to add or update properties either for the conversation or for the user. You can later use these properties in other areas of the bot flow as well.
Example: Let us say you ask the customer for the “type” of the issue they are facing. You can save the type on the conversation level. This value is displayed in the Conversations menu for each bot or used in APIs to push the value to another application, such as Freshdesk, where a ticker can be created where this "type" is stored as the ticket type.
1.4 Transfer to Answers
This action lets you transfer the control of the chatbot to the Answers module. When you trigger this action, the bot would trigger the answer engine, look for an appropriate response if available. If not, the bot will trigger the fallback response.
2. Agent handover
2.1 Make available for assignment
This action will gracefully hand over the conversation from the bot to the agent assignment queue, where it will be picked up by the next available agent, or as per any assignment rules that you've set up.
2.2 Assign to group
This action will enable you to transfer the bot conversation over to a group. The next available agent will pick it up or it will be assigned to an agent as per any assignment rules that you've set up,
Example: If your customer’s issue requires your agent’s intervention, you can transfer the conversation to an agent for human support. This will ensure that your customer’s issues get resolved to their satisfaction.
3. Conversation actions
3.1 Start New Conversation
This action allows you to close an existing conversation with the user and open a new conversation. On executing the action, the Hello flow of the bot will get triggered.
3.2 Stop Conversation
By default, when no conditions are configured, the bot dialogs are executed in a sequential flow. You can use this action to stop the sequential flow of dialogs.
3.3 Resolve Conversation
This action will convert the ongoing conversation to a resolved status. You can use this action if your customer has reached a logical ending of their bot flow.
4. Widget actions
What does it do?
4.1 Open URL
Redirects your customer to a different URL, allowing you to specify the URL and a timeframe for the redirection
4.2 Auto open chat widget
Opens the chat widget even without your customer clicking. You can specify the time frame after which the widget will automatically open.
4.3 Show Proactive Message
Displays a dialog message as a pop-up when the widget is closed. You can specify the timeframe after which the message will be displayed
4.4 Event on Widget Open
Sends a private message to you (visible as part of the conversation), letting you know if the widget was clicked on and opened by the customer
4.5 Add a delay in response
Adds a delay after a bot response. You can choose to set a timeframe after which the bot will resume. The maximum delay that you can set up is three seconds.
4.6 Hide widget
Hides the widget on the page. You can also choose to specify a time frame after which the widget will get hidden.
4.7 Minimize widget
Minimizes an open widget and displays the bot icon on the page. You can specify a time duration after which the widget will get minimized.
4.8 Send private customer message
Sends a message to the bot as if the customer sent it. rather than the bot
Which actions are supported in the different widgets?
Not all these actions are supported in both the conversation widget and the self-service widget. Here's a quick look at which actions are available in each. Click here for a more detailed understanding of the difference between the widgets.
|Actions||Conversation widget||Self-service widget|
|Trigger JS Function||Supported||Not supported|
|Transfer to Answers||Supported||Supported|
|Make available for assignment||Supported||Supported|
|Assign to group||Supported||Supported|
|Start new conversation||Supported||Supported|
|Open URL||Not supported||Supported|
|Auto open widget||Not supported||Supported|
|Show proactive message||Not supported||Supported|
|Event on widget open||Not supported||Supported|
|Add a delay in response||Not supported||Supported|
|Hide widget||Not supported||Supported|
|Minimize widget||Not supported||Supported|
|Send private customer message||Not supported||Supported|