Actions
Actions help you to take 25+ actions like Sending A WhatsApp Message, Email, Add Tag, Adding Subscribers, Adding User Into a Sequence, etc
You can add multiple actions into a single step which will execute in the order as it displayed on the screen, you can change the action execute order by dragging each actions as shown below;
Action Category | Action | Description |
Notification | Send Message | Send WhatsApp Message |
| Send Email | Send An Email |
| Broadcaster | Send WhatsApp Message to a Group of Users, option to segment as well |
| HTTP API | Trigger any 3rd party HTTP API and fetch responses for for seamless integrations |
| Route to Another Connector | This helps to route the requests to another connector for performing more complex filters and actions |
Teambox | Assign Chat | Assign Chat when an event happens in your software |
| Add Event Feed | Add event details into the Contacts in the Social CRM for contextual conversations |
| Kick Out All Users | You can kick out (remove) all users from a specific chat |
| Kick Out User from Conversation | You can kick out (remove) only a specific users from a conversation |
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Counter | Trigger Counter | Setting the Counter Value by a number specified |
| Reset Counter | Resetting the Counter existing value to its default value |
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Delay | Cancel Delay | This helps to cancel delay which is setup in any connector |
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WhatsApp Group (supports only in WhatsApp Web Automation) | Send Message to WA Groups | Post a WhatsApp message into one or more groups |
| Add User Into WA Groups | Add Members or Admin into one ore more groups |
| Remove user from a WA Group | Remove a users from a WhatsApp Group |
| Create a WA Group | This will automatically create a new WhatsApp Group |
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Attributes | Set Attribute | Set an Attribute Value of the Subscriber Field in the Social CRM |
| Clear Attribute | Clear the value saved against the field |
Data Storage | Create New Row | This will create a new row, you need to specific the field name and data value |
| Delete Row | You can delete a row including the data values in it |
| Update Row Data | This action will perform the row data update |
| Empty Row Data | This will clear the row data value |
CRM | Add Tag | A New tag will be added |
| Remove Tag | A specific tag can be removed |
| Add Category | A contact can be added into one ore more categories |
| Remove From Category | A contact can be removed from the category |
| Change Owner | You can change owner of a contact |
| Delete Contact | Delete a contact from Picky Assist Social CRM |
| Add Notes | Add a note against a contact |
| Map Contact | Allows you to add or map contacts so that you can use contact specific actions in the steps |
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Automation | Add to Sequence | Add a contact into a Sequence |
| Remove From Sequence | Remove a contact from a Sequence |
| Pause Smart Replies | Pause the smart replies for X time |
| Add to Blacklist | Blacklist the Contact |
| Remove From Blacklist | Remove the number from blacklist |
| Stop Executing Further Steps | This will stop executing all further steps. |
| Add to Optout List | Add the contact to one or many opt out list |
| Remove from Optout List | Remove the contact from one or many opt out list |
3rd Party App | Send WhatsMail | Able to send a proactive email which have a unique reply to address of the contact |
Sending Message is a popular Action used to Send a WhatsApp Message whenever an event or a filter condition is true
To
It's possible to send a single message content to multiple mobile number by clicking "Add Mobile Number" then either enter the Mobile number with Country Code or use the Attribute option to select the mobile number from a event variable.
Number
Here you need to mention the WhatsApp Number with Country Code, in case the 3rd party event variable don't contain the country code then you can manually insert the country in the begin of the number then following the variable from the 3rd party event using the attribute field, kindly note
Application
This is the Channel from which the messages needs to be send, most popular channel is "WhatsApp Web Automation" so kindly select the application from the drop down correctly.
Sending WhatsApp Approved Template Messages
Please note if you are using WhatsApp Official Application or WhatsApp Shared Number then you need to make use of the Template to ensure delivery of all messages, as in the WhatsApp Official & WhatsApp Shared if the 24 hours session is not valid the free hand message will fail to send.
When you select Application = WhatsApp Shared Number or WhatsApp Official then you will see another option called "Select Template" on clicking a popup will open with a list of all approved templates in your account, select the template and you will see a new option as shown in the below image;
Here you need to only fill the Dynamic Value, the message box can't be edited, you can either manually add the values or use the attribute to select the value from the event variable.
Sending Media Files
You can send static or dynamic media files by clicking the media icon as shown in the image
You can click on the image to insert a static media files like image, video, document from the gallery or pass the direct media url, use the attribute button to select a dynamic media files from the event variable.
Please mind the WhatsApp supported media formats and maximum allowed size while sending media files. Read More
Broadcaster is a powerful tool which helps you to send messages to a segmented audiences, for an example whenever a new blog is posted in a specific category you will able to send a message to all the subscribers in that specific category which is saved with Picky Assist. See the below image for better understanding
Using the Smart Replies Action it's possible to automatically segment the user by just sending a keyword to your WhatsApp Number
You can also use the Connector Action - Add Categories to automatically add user into a specific category like when a new contact is created in your CRM. By this way the contact and it's tag, category or attribute value is always synced with PIcky Assist so that you will able to make use of Broadcaster feature effectively.
Click on "Select the Segments" and it will open a popup where you can create the segment you would like to send the message, after creating the segment you can click "Save" button as shown below;
Now whenever the broadcaster is triggered the configured message will sent to all it's segmented users.
When you are using this feature with WhatsApp Web Automation Channel please mind your Contact count since sending large volume of messages may leads to blockage of your WhatsApp Number
When you are using this feature with WhatsApp Official then please mind your messaging tier as allowed by WhatsApp for 24 hours.
If you are using WhatsApp Official without templates then we highly recommend to use the Segment filter as "Last Interaction" 24 hours i.e the system will send the message only to contacts which having valid contactable session as per WhatsApp Official terms of service.
Another great tool to automatically take various actions related to WhatsApp Group when an event happens in the 3rd party platform, WhatsApp Group Support following automations
Kindly note WhatsApp Group Automation Action is supported and shown only if your project have WhatsApp Web Automation channel activated.
You can send a message to one or multiple WhatsApp Groups by selecting the WhatsApp Group as shown below, after selecting the group input the messages you want to send in the body.
When you are sending message to WhatsApp Groups the system attribute value will not work, so always use the attribute value from the 3rd party event variable.
This action allows you to add one or many members into one or many groups.
You need to first Select Groups then Add WhatsApp Number, you can hardcode the WhatsApp number or select it from dynamically using the attribute option, it's possible to add more numbers by clicking the "Add WhatsApp Number" button as shown in the below image;
As you know that each WhatsApp group is limited only to 256 members but when you use it with automation tool like the Connector it may not practically possible for you to monitor this limit and keep the settings changed every time a group is full
We have addressed this solution by automatically creating child groups if the selected group is full, for an example in the automation you have selected a group named "Technology" to add members automatically whenever you have new subscriber in your blog who are interested to receive technology news from you. So when the "Technology" group is full our system will automatically create a child group by giving a name as "Technology1" when the "Technology1" is full we will automatically create a new group named "Technology2" .
If you configured to send a message to "Technology" group then all the members in the "Technology" and its child groups i.e "Technology1" & "Technology2" will receive your message update.
Please note group admin's will not repeat in the child groups which are automatically created by our system.
When you automate groups through our platform we highly recommend not to have too many admin's.
We don't recommend to manually add new members into any of the child or main group created through the automation as we may not able to identify those events and as a result the child group auto creation may not work as it should be.
Child groups created by our system will not shows in our platform however you will able to see this in your phone.
This action allows you to automatically create a WhatsApp Groups and add members or admin into it, while creating a new WhatsApp Group you can give decide the group permission like who all can post message into the Group, if "Only Admin Can Post" is selected then only group admin's able to post messages into a group.
One of the many usecase is that if someone fills a lead form and you want to automatically create a WhatsApp Group and add your Sales Team members and Customer into the WhatsApp for instant team collaborations
Using this action you will able to remove one or more members from a WhatsApp Group, you need to select the WhatsApp Group & Enter the number's to be removed from the WhatsApp Group as shown below
The usecase is that if you are allowing access to a paid WhatsApp Group where you offer some tips and tricks, you can forcefully remove the user if the payment is due or not received from that group.
This is one of the powerful action which helps you to trigger an external API and fetch the response then make use of the response in other steps,
You don't need to be a developer or don't need any coding skill to use the HTTP API which are provided by other 3rd party platform, still you need to spend some time to understand how API works , then copy and paste the certain details from the API documentation to our platform.
Few usecase are as below;
- 1.Send an SMS If the number is not in WhatsApp, Simply call the HTTP API to send the messages, we supports almost all SMS Provider's API
- 2.Create a Contact in any CRM when someone fills a Google Form
- 3.Check for bill payment status in your billing software and send WhatsApp message if the bill is not paid.
Select HTTP API as Action then Click on "Configure" button and a popup will open as show below;
Name : You can give a name for the request you make like Contact Adding API
Method : We support all the request method like POST, GET, DELETE,PUT,PATCH,HEAD etc as per the API doc's you need to select the correct method
URL : This is where you need to put the API endpoint, on clicking the </> icon you can dynamically select attributes
Header : This is where you can pass the header contents, the key is the variable name and value is the value, this is applicable if the 3rd party API doc specific that certain values needs to be passed as header, can click on "Add Header" button to add more headers
Body : This is where you can pass the body of the request, this is optional and based on each API doc you can pass the body, the body can be passed in various methods like Query String, JSON, Row - if you select row you will able to pass any kind of contents or codes
Can use the attribute, body type, and row content as shown below
After you selected the Request Method, URL, Header & Body (if applicable) you need to trigger "Test" button to make a test API call to the 3rd party as show below
We support response mapping in JSON format only, i.e your API provider must give response in JSON format and the response values will be available in the attribute section and can be used in further steps.
For example if you want to lookup whether a contact is existing in your CRM or not then you may need the response mapping coming from your CRM, in the further steps you can make use of the values.
Important Notes
- 1.If the response is not in JSON format then we will show an error "Response Mapping Not Done, Only JSON can be mapped as Response "
- 2.If the response is in JSON format then the system will automatically map the JSON values and will be available to select in further steps.
- 3.The response will automatically map only for the first time, if there is a change in the JSON structure then system will prompt you with a message "JSON Structure Change Detected" and will give you an option to remap the Structure.
Logs menu will show only after triggering at-least one API request, only last 20 logs will be shown, you can click the "View" button to see the detailed request and response.
Fallback is the feature used to instruct our system what action should be taken if your API request is failed, you can choose "Continue Further Steps" or "Stop Executing Further Steps" depends on further steps settings you can choose the fall back action.
Alert Email : Alert email helps you to get email alerts whenever an API request is failed, you can sepcificy upto 10 email address separated by comma.
In order to avoid sending too many email, our system will send only 1 email in every one hour irrespective of number of API requests are getting failed. if you want to test this or reset the counter then click on "Reset Mail Timeout" this will clear the counter.
- 1.Maximum timeout for API response is configured to 1 minute i.e if we are not getting any response from the 3rd party API in 60 seconds the system will terminate the API request.
- 2.Please use the HTTP API feature keeping the Rate Limit in mind, by default all accounts have a API rate limit of 10 requests per minute, if you need to increase this limit please contact [email protected] if you are making more than 10 API requests in a minute you will get an error "Rate Limit Exceeded"
Assign chat is a feature of "Teambox" which able you to assign a chat to one or more users or departments in the Teambox when an event receives in the Connector
This feature is also called as "Out of Box" routing which is capable to start a conversation in Teambox even if the user is not initiates the conversation first.
Below are few usecases
Let's assume that you have a Google Sheet in which you have a list of clients whose bills are maintained, every day you want to send a WhatsApp message to the customer whose bills are due for more than 15 days at the same time you want this to be assigned to a User or Departments for manual followup's. This can be done through Assign Chat, using the Live Event feeds its also possible to provide a contextual information to your Teambox users like the bill details, last payment made, payable amount, payment gateway link etc
The same logic can be integrated with any billing softwares like Zoho Invoices, Quickbook, Hubspot etc
Instantly assign a customer to a user or department when they fill a new call back form or request a quote in your website, can create filter to assign the chat into the right user or departments, use the live event feeds to provide more details.
This can be integrated with many popular CRM's like Zoho CRM, Hubspot and Popular Form builders like Google Forms, Jot Forms etc
Go to Steps -> Actions then find "Assign Chat" as shown below;
You will see a configuration as shown below;
Select Channel
You need to select the channel to which the chat should be allocated, only WhatsApp Channels are available to allocate the chat at this moment
Select Assignment Logic
There are 2 options you can define here to assign the chat as explained below
Default Routing Rules
If you enabled the default routing rules then the system will use the global routing rules you have configured under Organisation -> Routing Rules
You will also see an additional option "Send No Response/Offline Message if no user attended the chat, by default the system don't send any offline/no response messages for chats allocated through Connector as the end user not initiated the conversation, so they may get confused if you send a WhatsApp message saying that "No Users are offline" however if you wish to enable this you can check the tickbox and the system will send the "No Response/Offline" message as configured by you in the Organisation -> Routing Rules.
Assign Chat
If the assign chat is selected as the Chat Assignment Logic then system will ignore the global routing rules you configured and forcefully assign the chat to the user you selected or department you selected
You can select the users or departments as shown below;
Please note if you are selected to assign chat to one or many departments then all the users in the department will be assigned to the specific chat.
Message
Message is the internal message for the user in the teambox to identify from the chat is coming, this won't be visible to the end users.
Maximum 160 characters can be used as an internal messages and can be configured as shown below;
Event feed is a great feature helps your users to get more informations about the event which happens as a result the chat allocation is happened, this is useful for users to get more contextual informations while assisting the customers, this also avoids navigating to multiple system to check the context of the event.
For an example if the chat is allocated when an "Unhappy" customer submits a feedback form in your website, using the event feeds you can easily extract the informations in the feedback form and show to your user whom the chat is allocated, this helps your users to solve the issue quickly and avoid login into multiple platforms.
See the below image how the Live Event Feeds appears in the Teambox against each contact
To Add event feeds simply enabled the "Add Event Feed" and enter the Event Feed Subject & Event Body, you can use the attribute to select the data coming from the events as shown below;
You can also add media files like images, video using the "Image" button as show in the below image
Event button is a feature which allows to present your user with multiple buttons to take actions, for an example when a negative feedback event is received and the user solves the issues then can click on the button to mark it as solved.
You can configure the buttons by giving the following information as shown below;
Button Name
Give a button name
URL
When the user clicks on this button the URL configured here will be triggered, use the attribute to pass the dynamic values
Opens In
You can select how the new URL content should be loaded, have following 2 option s
Inline : The destination URL will be loaded inside the Picky Assist Teambox in an iframe
New Window : The destination URL will be loaded in a new browser window
You can add more buttons using the "Add Button" menu as shown in the above image.
You can customise how the event body title and buttons should appear in the teambox click on the "Customise Event Body" button and a new popup will open as shown below where you can customise the color
When you have more buttons you have the flexibility to give different color background, border color and button text color for each buttons
Add event feeds works same as explained in the above section, kindly read the same to understand how it works, this separate action is integrated to give the flexibility to silently add the events to a contacts without assigning chat to a user, for an example if you want to add event feeds whenever a payment is received in the Stripe, this can be simply done by through "Add Event Feed"
This helps you to cancel a delay which is configured in the steps, let's take an example how it works, if you have setup 5 delay's to send a periodic reminders and actions when a new subscriber enters into one of your webinar and later for some reason you have to cancel the webinar, in this case the Cancel Delay actions comes into action which helps you to automatically cancel all those delay's which are specified for the webinar whenever you cancel the webinar.
From the action find the Cancel Delay and you need to select the Connector after that specific identifier name that needs to be canceled, it's possible to select multiple Connectors & Identifiers to perform multiple cancellations at a time.
Execution Type
This is the settings after canceling the delay action whether any further steps in the connector should be executed or not not, depends on your further step configuration and actions you can decide the same accordingly.
Kindly note the delay cancellation works purely based on the identifier name you have configured, i.e if the system will cancel all the delays which match the identifier name in the selected connector, so you must map the identifier name with a unique values like meeting id, reference id etc so that only the specific delay will get cancelled
This action allows you to route the event details to another Connector which helps you to perform complex filters and actions, for an example if your existing platform gives only option to configure one webhook which sends the JSON data structure in different format for each events like when a contact is created it gives data in certain JSON structure while when a contact is deleted it gives the data in another JSON structure, using the Route to Another Connector features helps you to create a filter then route different data to another Connector for performing further filter and actions
- 1.Make sure you are not routing to a connector which has an action which route back to the same connector again as which create an infinite loop between both connectors, for an example in Connector A you have an action which route to Connector B then Connector B have an action which routes again to Connector A, in order to avoid the infinite loop execution if the system detects such loop then it stop executing the steps after it reaches the rotation 10 times.
- 2.Create Filter for routing to another Connector if the data structure for each event is different.
- 3.Don't route to a Connector which the data structure is different than the source connector, always route to a new Connector in which the Connector URL is not configured in a 3rd party platforms.
Last modified 5mo ago