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. For example, if you are triggering an API as part of a dialog to create a ticket in Freshdesk and store the ticket ID as part of API parameters, you can use the 'Trigger API' action to fetch the ticket ID from the API parameters and show it to the customer in the bot conversation.
'Actions' can be any of the following:
Assign to an agent
Make bot inactive
Start a new conversation
Trigger Remote Request:
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 click on this option, you will be asked to choose an API call from a list. You can create these API calls under the ‘API Library’ of that bot in the bot builder. Once created, you will be able to find them on the list for you to choose to trigger this remote request.
Example: Let’s say a customer is interacting with the bot for billing related questions and is looking for their payment status. In this case, you will want to fetch the payment status from your internal billing software to give your customer an update. You can set up the necessary APIs under the API library and use these API calls here to fetch the required updates and then use this action in the conversation under the 'Message or Question' tab to display to your customer.
This action will enable you to interact with the customer’s browser and help you in performing any of the following listed:
What it does?
Open URL in same tab
This option helps you redirect the current page to a different URL, allowing you to specify both the URL and a timeframe for the redirection
Open URL in new tab
This option helps you open a new tab loading a URL, allowing you to specify both the URL and a timeframe for the page load
Force open chat widget
This option opens the chat widget even without the user clicking on it. You can specify the time within which the widget has to force open
Show message as greetings
This option allows you to display a node message as a bubble when the widget is closed. You can specify the time within which the message has to be displayed
Check if widget opened by user
This option 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
Check widget opened status
|This option gives information on when was the last time the widget was opened.|
This option hides the widget from the page after the specified duration
This option minimizes an open widget and displays the bot icon in the page after the specified duration
|Get CSS selector||This option can read an HTML tag from the webpage where the script is pasted.|
This option hits an API that is configured in the builder within the specified duration
Send message on behalf of user
This option sends a message representing the user rather than the bot
Assign to an Agent:
This action will enable you to transfer the bot conversation over to a live agent.
Example: There’s only so much a bot can assist your customers with. When and if the customer is not satisfied with the answers given by your bot, you can always give them an option to consult with a live agent for further support. This will ensure that the questions are answered, and issues are resolved without your customer satisfaction rating taking a hit.
This action will enable you to add or update attributes of conversations or user profiles.
Example: In case you’re asking the customer for their contact details, you can use this action to store the value (say, phone number) in the conversation page as part of the ticket’s details, and their user profile.
Make bot inactive:
This action will deactivate the bot for a specific period of time.
Example: When you are finishing up with a bot flow, this action can be used as the last dialog. So, upon resolution, this action can be used to put the bot to sleep until it is reactivated.
Start New Conversation:
This action will enable you to end the current conversation and invoke a new one.
Example: When the customer’s issue is resolved and the customer has a new, different issue, this action can be used to terminate the existing one so a new conversation can be invoked for the next issue.