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.
What are Events?
Events refer to something that happens or takes place within a conversation or in the CRM platform.
Chat automation events
when a visitor sends a message to start a chat
when a conversation was ended by the user or the session was ended after 2 hours
Chat Escalation Attempt
when the bot attempts to hand over the conversation to a human agent
Chat Escalated to Human
When a chat is successfully handed over to a human agent
Chat Escalation Failed
when a chat is escalated to human by the bot but was picked up
when human agent has used a suggested answer
when a chat has been inactive for 15 minutes (no visitor messages)
Ticket automation events
when the automation part of the bot has ended. Either through bot escalation, session ended or chat ended by chat visitor