Actions in Studio

Actions can be performed: Transfer to Bot Update Segment Mark as Resolved Create Contact.

Actions are the operations that you can perform in chatbot studio. You can use actions to perform various operations like transferring the chat to a bot, updating a segment, marking a chat as resolved, and creating a contact.

How to use Actions

To use Actions, follow these steps:

1. Go to the Flow Section in the Chatbot Studio. Hover over the Advanced Section and drag the Actions Component on to the canvas.

2. Select the Action you want to perform from the dropdown. You can choose from a variety of options, including:

• Create Contact
• Transfer to Agent
• Transfer to Bot
• Update Segment
• Mark as Resolved
• Create Contact

Create Contact

Create Contact action allows you to create a new contact in the chatbot studio. You can create a new contact by providing the contact details like name, email, phone, company, country, city, region, and tags.

use case:

• You can use the Create Contact action to create a new contact in the chatbot studio when a user provides their contact details.

Transfer to Agent

Transfer to Agent action allows you to transfer the chat to an Human agent (human handoff) using the chatbot studio.

use case:

• You can use the Transfer to Agent action to transfer the chat to a human agent when the user requests to talk to a human agent.
• You can add custom conditions to transfer the chat to a human agent based on the user's request.
• You can transfer the chat to a human agent based on the user's sentiment or intent.

Transfer to Bot

Transfer to Bot action allows you to transfer the chat to a bot in the chatbot studio.

use case:

• The 'Transfer to Bot' action allows you to shift the conversation to a bot if the user has been waiting for an operator for more than specific period. This action also enables you to revert the chat back to the bot.

Update Segment

Update Segment action allows you to update the segment of the chat in the chatbot studio. You can update the segment of the chat based on the user's interaction.

use case:

Mark as Resolved

Mark as Resolved action allows you to mark the chat as resolved in the chatbot studio. You can mark the chat as resolved when the user's query has been resolved.

use case:

• You can use the Mark as Resolved action to mark the chat as resolved when the user's query has been resolved.

Create Contact

Create Contact action allows you to create a new contact in the chatbot studio. You can create a new contact by providing the contact details like name, email, phone, company, country, city, region, and tags.

use case:

• You can use the Create Contact action to create a new contact in the chatbot studio when a user provides their contact details.