You can increase automation and streamline processes for your agents by creating rules that trigger actions based on specified chat events.
The article contains the following sections:
What are Actions?
Actions are fully customizable rules that are triggered based on a defined event in a conversation. They can be used to create and update data on your integrated platform or trigger internal actions to update a session.
There are two types of actions we currently support:
- Bot level actions are rules defined at the bot level, meaning they can be executed in every single conversation. For example, when a session starts (event) → on your platform (target) → trigger reply (action) → welcome reply (value).
- Actions created at this level affect every incoming message when requirements are met.
- Content level actions are rules defined at the intent, reply, or message level. They are triggered with the intent, reply, or message. These actions are defined and live within an intent, reply, or message.
To learn more about how to use actions, see:
- Actions overview - Zendesk Chat
- Best practices of actions - Zendesk Chat
- Actions overview - Ticket automation with Zendesk Support
What are Events?
Events refer to something that happens or takes place within a conversation or in the CRM platform.
Chat automation events
| Event Name | Description |
|
Chat Started |
A new chat conversation has started |
|
Chat Ended |
The conversation was ended by the user or the session ended after 2 hours |
|
Chat Escalation Attempt |
The bot is going to attempt to hand over the conversation to a human agent |
|
Chat Escalated to Human |
Conversation was successfully handed over from the bot to a human agent |
|
Chat Escalation Failed |
Attempted to hand over the conversation to a human agent but failed |
| Suggestion Used | A human agent has used a suggested answer |
| Chat Inactive |
The chat has been inactive (no visitor messages) for 15 minutes |
| Session Ended |
The automation part of the bot has finished (this could either be a bot escalation, session end or chat end) |
Ticket automation events
| Event Name | Description |
| Ticket Received by Ultimate |
When a message is received and ticket is created in your CRM platform This is the equivalent to Chat started and used for actions that affect the rest of the process. e.g. Get user info. It is triggered BEFORE ticket content is processed by Ultimate |
| Ticket Processed by Ultimate |
When a ticket is created in your CRM platform This is the event we want to use when we want to update platform with dynamic data from the session. e.g. entities like phone number, email. It is triggered AFTER ticket content is processed by Ultimate |
Here's an overview of the sequence of these events:
Ticket Received by Ultimate > Bot level actions > Content level actions > Ticket Processed by Ultimate