Action Step - Miscellaneous Actions

BASIC ACTIONS

Tags:

Tags would help you to identify and segregate your chat information for an informed decision.

Let’s Assume you have a flow of asking users whether they are interested in a trip to Europe or Asia. Then we will tag the users accordingly.

We will cover the following action in the Tags options.

• How to Create a Tag.

• Use Tags in flow.

• Watch Tags on Live Chat

How to Create a Tag?

Click on Contents and here select the Tags option, In order to create or delete any tag we will use this window. Now choose the new Tag button.

Now create an asia_lead tag for those users who select Asia for the tour option. The same goes for the Europ lead as well.

These Tags can be deleted from the rightmost option of the Grid.

Use Tags in flow:

Go to the Flow choose Basic Action and select Add Tag option.

Here select the appropriate tag for all the users who select Europ as a holiday destination and the same goes for Asia destinations.

Watch Tags on Live Chat:

Now Run this flow and check its impact on the Live Chat section.
Here Chat agent can see the user Tags, as well as manually add or delete the tags according to the situation.

Remove Tags:

Remove Tags can be utilized via the Basic Action option. Let’s assume a scenario where the user is not interested in contacting a chat representative.

What we did we add a primary action and by selecting a Button we will trigger this action which will remove the tags that we previously selected in our chat.

Add Multiple Tags:

This option allows the chat builder to add multiple tags in one go, So Whenever a user adds a destination of Europe/Asia we will add more than one tag. Just go to the basic option and select the “Add Multiple Tags” option.

Here you can select the already created Tags from the Contents section.

Remove Multiple Tags:

This option allows the chat builder to remove multiple tags in one go, So Whenever the user adds a destination of Europe/Asia, but at the end of the chat if he presses the button not interested in the chat. We will remove the tags from the Remove Multiple Tags option.

Set Variable Value

This action allows you to store a value inside a variable or a custom field. This is very useful when you want to collect data from your users.

The Different Types of Value

Once you click on the set custom field action, you’ll be able to choose which custom field needs some to update in terms of value.

You can either put in some data or even another custom field as a value as well.

Should you need to create a new custom field, just type in the name and choose the type of custom field you’d like to create.

Clear Variable Value

This function allows the user to literally clear a value of a single custom field.

You just have to choose a specific custom field you want to clear out.

Clear Multiple Variable Value

This action allows the user to clear multiple custom field values.

Make sure to choose all custom fields whose values you want to clear out.

Clear All Custom User Fields

If you are looking for a way to clear all custom field values of a user, use this action.

Subscribe to Sequence

Sequence automatically sends a list of messages to users. This is a good way to provide more value through scheduled messages.

First you will have to set up your sequence by going to Automation, click Sequence, then + New Sequence.

Label your sequence and choose a flow and a time interval as to when it would be delivered. Don’t forget to click SAVE.

Unsubscribe from Sequence

This literally unsubscribes a user from a sequence.

Subscribe and Unsubscribe to Bot

Should you want to subscribe and unsubscribe users from your bot, this function allows you to inside your flows.

Setting Email Opt-ins

This feature allows you to send emails to users. Action must be placed before an email node.

Setting Email Opt-outs

This feature is useful when you want to prevent a user from receiving an email. This is very good when you do email blasts.

Set SMS Opt-in

If you need to send an SMS to a user using the chatbot, be sure to set up this action before the Send SMS node.

Set SMS Opt-out

To make sure a user doesn’t receive any SMS from the bot, use this action.

Mark Conversation Open:

This option can be utilized when you open the conversation in any situation, Please note that by default all the conversations would be Open unless we don’t set up any function inside it.

Mark Conversation Pending:

This option will automatically set the status of the chat as Pending, A use case might be like if a Shop has three categories.

• Shipping

• Payment

• Refund

So if the user selects Refund, the bot will mark this chat status as Pending for emphasizing this chat information to the chat agent.

Watch on the Live chat Screen:
Here you can see that the chat status is set to Pending status when the user selects the Refund option in the chat section.

Mark Conversation Spam:

Chat can be marked spam, We need to ensure that the chatbot provides accurate and reliable information, while building bot we can mark users' chat to Spam to avoid distraction.

Mark Conversation Done:

Chat can be marked done on certain cases, What if your flow has success and the user got what he desired? You can set this in a particular action set Done. So in that way, your Chat Agent will not opt for the Done status chat.

So Let’s say Whenever the user selects the Rating option we will mark the conversation status Done.

Mark Conversation Invalid:

A conversation can be marked invalid based on certain criteria, a lead that is not fulfilling the business case of an agent/bot may marked invalid.

Add Note to teammates:

A note to teammates can be used as a reminder, Just in case in the below case whenever the User selects the Refund option the agent will receive the notes from the bot about the instruction/caution. Note these notes will not be visible to bot users.

Live Chat Screen:

The note can be seen on the Live Chat screen plus an agent also make some notes by clicking on the bottom of the screen on Note.

Delete Bot User:

A new feature that allows you to set a user limit for your chatbot and automatically delete excessive users. This update streamlines the process of managing and maintaining your chatbot's user base.

Method 1: Action Step

The first method involves using an action step within your chatbot flow. Simply locate the "Delete Bot User" action step under the Basic Actions category. When the flow reaches this step, it will automatically delete the user, ensuring that subsequent messages or conditions are not processed.

Method 2: Set Bot User Limits

Another way to automatically delete users is by setting bot user limits in the UChat settings. Under the General section, you'll find the "Bot User Limit" option. By specifying a value greater than zero, the system will periodically check the total number of users and delete the oldest users if the limit is exceeded.

Monitoring User Count:

To keep track of the number of users, head over to the Analytics section. Here, you'll find insights into the total number of bot users. This information will help you determine the appropriate user limit for your chatbot.

Additional Options:

If you prefer a more customized approach, you can create triggers based on specific conditions. For example, you can set a trigger to delete a user if there has been no interaction for a specified period. By using time-based triggers, you have greater control over the deletion process.

Calendar File Generator:

In this tutorial, we will learn how you can generate ICS files to enable users to add meetings directly to their calendars, whether on desktop, mobile, iOS, or Android devices.

Generating Calendar Files in Live Chat:

One powerful use case for calendar integration is enabling live chat agents to generate appointments within chat conversations. By utilizing the calendar file generator, agents can seamlessly create a meeting event that users can add to their calendars. Here's how it works:

Within the live chat conversation, locate the "Calendar File Generator" option at the bottom.

Click on it to open a new window where you can customize the meeting details.

• Provide a name for the meeting, such as "Follow-up meeting"

• Set the start and end dates and times for the meeting.

• Specify the location, whether it's a physical address or a virtual meeting platform like Zoom.

• Add a description, such as "Weekly Follow-up meeting."

• Optionally, include a URL related to the meeting, like your website.

• Save the generated ICS file, which will appear in the lower-left corner of the live chat conversation.

When you're ready, send the file to the user, who can download and add it to their calendar.

Adding the Meeting to Calendars:

Once the user receives the ICS file, they can seamlessly add the meeting to their calendars. Here's a step-by-step guide:

When the user opens the file, it will open a browser tab displaying an overview of the meeting details.

• They will see the meeting information, including the meeting name, date, time, and description.

• To add it to their calendar, they can click the "Add to Calendar" option.

• They will be prompted to choose a calendar application or service (e.g., Google Calendar).

• Once selected, the event will be added to their calendar, allowing them to access all the details and even set reminders.

Calendar Integration in Flows:

Calendar integration is not limited to live chat conversations. You can also incorporate it into flows for further automation. Here's how to use it within a flow:

• In the flow, add an action block and select "Advanced Actions."

• Choose the "Calendar File Generator" option and edit the action.

• Customize the meeting details as required, including dynamic variables for start and end times.

• Save the meeting link to a custom field for future use.

• Display the meeting link within a text block or use a button to provide easy access.

Send the link to users via SMS, email, or any preferred communication channel.

When users click the link, they can add the meeting to their calendars, just like in the live chat scenario.

Goto Node Ns:

Goto Node Ns is used to jump to the particular node, for this select “Go To Node NS” via Advance Action. And Copy the NS number of a particular Node.

On each node top, there are some options, among them a copy Node option is there.

Past the Node NS number into the particular action, so whenever this action is called it will redirect to the copied NS node.

Update User Profile:

This option is utilised to update user data from the source organization, in many cases where we need to update a user profile, along with other information can be updated in the 24-hour time frame.

Send SMS

This option allows you to send an SMS to any user who has provided their contact number. With the SMS feature, you are able to reach out to those users whose last interaction was more than 24hrs ago.

How To Use This Feature:

Make sure that you have added your number in the section below by having it activated on either of the four SMS number providers (Twilio, SignalWire, Telnyx, Message Media)

Set Language

Sample Setup

This action allows us to change the language of our flows based on our desired one.

Step 1

Go to TOOLS > Multiple Languages > New Language

Step 2

You may choose the language you desire or add a custom language if you don’t find one in the list available.

Step 3

Do some translations.

Step 4

Here’s a sample set up.

Result:

Set Persona

Setting a persona is basically allowing your chatbot to have different characters. Imagine having talking to a different person for your billing flow, another for the sales, then another for support. This allows a lot more personalization in your chatbot.

Step 1

Go to Contents > Personas > Click “+New Persona” then enter a name and an avatar (optional).

Step 2

Set it up on your flow builder

Result

If you noticed, the avatar has changed and your conversation is handled by the persona “Sarah”.

Set User Menu

Set User Menu is a good way to provide shortcuts to your chatbot. So instead of having the user go through each flow, we can use this function to have the user go straight to whatever flow they want to go.

How do you set this up?

Go to Contents >> Menus >> + New Menu

Create your Menu name and click “+Add Menu Item”

Add your menu title and make sure to choose a subflow then click Save. This is where your user will be sent once the menu is pressed.

Back at your flow, choose the menu you want to appear.

Enabling and Disabling WebChat User Input

These are two functions that basically let you control the user's input.

A disabled user input looks like this. The user will not be able to send any written message.

Should you want to enable the user input again, just add the Enable User Input Action.

Get Products

This action allows you to get all products and store them into JSON fields. This action makes it more flexible for builders to show products to their users compared to the “Product” option under the message step.

Ecommerce API

This action gives you a list of endpoints that enables you to do a ton of actions you desire while building your ecommerce chatbot.

Add to Cart

This action allows you to add an item to your cart by providing the quantity and variant ID.

Make sure to select variant ID under the SKU section of the JSON.

Remove from Cart

This action simply removes a specific item or product from the cart via variant ID and its quantity.

Remove Product From Cart

This action straight out empties your cart.

Apply Discount Code

This action allows you to apply a discount code to your cart.

How to create the coupon codes

Go to the Ecommerce section then choose Discounts. Click Create Discount to make one.

This section allows you to set up your coupon usage based on your likings. You may choose from percentage, fixed amount, to free shipping coupons. You may also have limits to the number of times the coupon is used or even just one coupon use per customer. Don’t forget to save afterwards.

Once you’re done creating your discount code, go back to your flow and add the Apply Discount Code action upon checking out.

Once you get to your total price, this code is automatically applied to it then the user will receive a discounted price.

Mark Cart as Paid

This action will simply mark the cart as a paid order. When doing this action, you will have to fill up a couple of pieces of information.

To find the information needed, you will need to use the system field “Order”. Save them into a custom field and map them in the spaces inside the “Mark Cart as Paid” action.

Update Order Status

This action allows you to update the status of an order. Here are the different updates you can do.

To do this, you will need to add the Order ID then set the status of the order.

You may get the order ID by typing looking at the system field “Order”. Save the order ID into a Custom Field and map it into this action.

Stripe Checkout URL

If you plan to use Stripe as a payment gateway, this action suits the best. This will provide the user with a checkout link that contains the invoice for the payment.

First, you will need to make sure our stripe is properly connected to your workspace. You can do this by going to INTEGRATIONS then choose STRIPE.

You will need to provide information to get this Checkout URL. You will be able to find those in the “Order” system field. Once getting the info, make sure to put it a custom field that will hold the URL.

Once you have done it, attach the URL custom field to a button so it opens when the button is pressed.

PayPal Checkout URL

If you plan to use PayPal as a payment gateway, this action suits the best. This will provide the user with a checkout link that contains the invoice for the payment. All you need is a few information.

First make sure you have properly connected your PayPal to your workspace.

Once you’ve successfully connected it, you may go back to the flow and add the “Paypal Check URL” action. You will need to fill up some information at this point.

To get the information you need, you will need to use the “Order” to get the information you need.

Once you have done it, attach the URL custom field to a button so it opens when the button is pressed.