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 |
|
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 |
|
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. |
|
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. |
|
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 |
|
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 |
|
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 |
|
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