Actions are the hidden superpower of your virtual agents. They enable your virtual agents to perform actions in Freshchat just like a human agent would! Actions can be triggered on the bot level (event level), intent level, or reply level. For more information on ticket actions and events, check out this article - Actions and Events explained.
This article covers the actions we support in Freshchat
Add Private Note
This action adds a private note to the conversation. Freshchat has an endpoint to add private notes to a conversation that are only visible to agents logged in to the support portal, therefore the note won’t notify or be accessible by the requester. Private notes can be:
- Static Text
- Dynamic param
- Combination of both static and dynamic texts