There are many occasions you will want your chatbot to do more than just reply to a customer query. With actions, you can control what happens next. These include:
- Show buttons to offer the user a choice of where to go next. If you are using a platform which does not support buttons, Validate input can do a similar task, using keywords.
- Follow up to direct the conversation to a particular intent.
- Transfer chat to direct the customer to a live agent.
- Ask feedback to gather the customer's opinion.
- End chat to conclude the conversation.
In addition, Custom actions can be created if there is something else that needs to happen. For example, the custom action to send an email described in Saving information from a conversation and forwarding as an email.