Action Nodes

Actions nodes are individual nodes created for specific tasks, like assigning a bot or ending a conversation. Each node focuses on one action, simplifying workflows.

Configuration

All the available action nodes along with their configuration are given below

Assign Bot Node

This action node adds a bot in the conversation and updates the message with the bot and role details.

Inputs	Input Details	Options	Option Details
Role	The role of the bot being added	Primary	With primary role, bot replies directly to the customer
Role	The role of the bot being added	Assistant	With Assistant role, bot works in suggestion mode and aids the agent

End Conversation Node

As the name suggests, this action node ends the conversation by adding an END_CONVERSATION action to the message and then sends it to close the session.

Change Bot Participant Role Node

This action node can be used to change the role of the bot present int the conversation.

Inputs	Input Details	Options	Option Details
Role	New role of the bot	Primary	With primary role, bot replies directly to the customer
Role	New role of the bot	Assistant	With Assistant role, bot works in suggestion mode and aids the agent

Find Agent Node

This action node finds an agent for the current conversation based on various settings like queue, priority, and mode, then sends the details in the message.

Inputs	Input Details	Options	Option Details
Queue	The queue that the agent is working in.	None	No queue is specified
		msg	Queue can bi dynamically set via message payload
		str	Queue is set as a static string
Type	The type of queue identification.	None	No queue identification type
		Id	Identify queue by unique id
		Name	Identify queue by name
Offer To Agent	Whether to offer the task to the agent.	None	No offer is made
		true	The task will be offered to an agent.
		false	The task will not be offered to an agent.
Priority	The priority of the agent’s task.	None	No priority assigned.
Priority	The priority of the agent’s task.	1 to 9	Priority values from 1 (highest) to 9 (lowest).
Is Reinitiated	Whether the task is a re-initiation.	None	No re-initiation flag
		true	The task is a re-initiation.
		false	The task is not a re-initiation.
Direction	The direction of the task.	None	No direction specified.
		Inbound	Task is inbound(incoming).
		Outbound	Task is Outbound(outgoing).
Mode	The mode of the agent.	None	No mode specified.
		mode 1	Mode 1 configuration
		mode 2	Mode 2 configuration
Metadata	Metadata for the task	NULL	No metadata specified.
Metadata	Metadata for the task	json	Metadata is provided as JSON data.

Remove All Agents Node

This action node removes all agents from the current conversation. The reason for removal can be configured, such as SLA expiration or MRD interrruption.

Inputs	Input Details	Options	Option Details
Reason	The reason to remove all agents.	SLA_EXPIRED	Removes agents due to SLA (Service level agreement) expiration
Reason	The reason to remove all agents.	MRD_INTERRUPTION	Removes agents due to MRD interrruption

Remove Channel Session Node

This action node can be used to remove current, last used or all channel sessions.

Inputs	Input Details	Options	Option Details
Channel Session	The Channel Session to remove	Current	Remove the current channel session
		Last Used	Remove the channel session last used by the customer
		All	This option removes all the channel sessions of the customer
Reason Code	The reason to remove the channel session	None	Remove the channel session without specifying the reason
Reason Code	The reason to remove the channel session	Force Closed	Specifies that the session is forcefully closed

Revoke Bot Node

Revoke Bot action can be used to remove the bot from the conversation.

Revoke Resource Node

Revoke Resource action removes a specific resource, such as an agent, from the conversation.

Inputs	Input Details	Options	Option Details
Reason Code	The reason for revoking the resource.	None	No reason specified
Reason Code	The reason for revoking the resource.	Force Closed	Forcefully revoke the resource

Assign Agent Node

This action assigns an agent to a conversation based on the provided configuration, including agent details and channel session. It also specifies the direction.

Update Conversation Data Node

This action node triggers an update to the conversation data without changing any specific details.

Check And Dispatch Open Gadget Node