There are five different commonly used action types: Ask Feedback, Show Buttons, Transfer Chat, End Chat and Follow Up.
We've covered Show Buttons in this separate article as it is the most commonly used action type.
The ‘Follow up’ action allows you to select a next state which the chatbot will return as a direct Follow up. You can continue the conversation with e.g. additional information or ask the user a follow up question.
Example: “Is there anything else I can help you with?”
If you activate the 'Wait for customer message' toggle, then the Follow up state will be returned only after the user’s next message, regardless of what they write.
Here's a screenshot on how you can use Follow up to see if customer can be transferred to a human agent.
The 'Transfer chat’ action transfers the discussion to a live support agent. If no agents are available or opening hours have not been added, the transfer will not be done. An optional “target” can be set, which will transfer the discussion to a specified team or queue.
For different platforms the target is a different value. If you need help on setting up the transfer chat to a certain platform, please contact email@example.com.
With this action you can ask users for numeric (score from 0-10 by default) or textual feedback.
‘Numeric’ feedback uses a platform specific way to collect numerical feedback from customers. The user will see buttons from 0-10. The number clicked is then saved as feedback and the visitor is taken to the state defined as the next state.
‘Textual’ feedback collects the visitor’s next message as feedback, then takes the visitor to the state defined as the next state.
This action will end the chat and the user will have to start a new conversation if they have additional questions.