Smart Actions
Actions are a set of commands which can seamlessly work with Smart Replies , on receiving a message you can instruct the picky assist smart replies to take multiple actions based on your business requirements. Like Make A Call Back , Add Customer to a Category , Remove A Tag , Add Customer into a sequence, Create a Support Ticket and more..
Adding An Action
An action can be added against each question by clicking the + icon as shown below;
Selecting Action
On clicking the + icon a popup will open where you can select multiple actions as shown below
List of Available Actions
Trigger Webhook
Give dynamic replies from your application like updated balance, updated score etc
Webhook Set in the Smart Replies will get triggered
Send Email
Send an email informing your agents about user interactions. Include message history also.
You can click attributes to include any data in the email like customer name, mobile , message history etc
Send Message
Send SMS or WhatsApp message to agents about the conversations till now
You can specify while channel to be used to send message like whatsapp personal , business , sms , enter mobile number along with country code without + or 0 , add more number by separated by comma.
Click 2 Call
Offer an install call back to the user immediately.
You can specify from which project the call should be triggered and the agent number must be mentioned along with country code without + or 0 , an option agent name can also specify for your internal references;
Pause Replies
This will temporary pause smart replies for the time set by you, useful for human takeover and live chat
Select the pause duration from the drop down starting from 30 minutes to 120 minutes
Add Tag
This will add a tag to the subscriber
Select the available tag from the list , can add multiple tags
Remove Tag
This will remove tag from the subscriber
Select the tag which need to be removed against the subscribers, if no tags are found no action will be taken
Map to Category
This will map subscriber to a category
Remove From Category
This will remove subscriber from a category
Create Ticket
Create a support ticket against the subscriber
You can specify the subject of the ticket and assign the priority
Subscribe to Sequence
Auto subscribe customer into a sequence for drip campaigns
Unsubscribe from Sequence
Unsubscribe customer from a sequence
Update Note
Add a note / update against the subscriber. Can view and update notes from Social CRM -> Subscribers -> Notes
Blacklist
This will add the incoming number to blacklist.
Can view and remove the blacklisted subscribers from Settings -> Black Lists
Send to Zapier
When this action is configured it will send the incoming detail to Zapier to perform actions as configured in the Zap. Read More
Send WhatsMail
This action will help you to Send a WhatsMail only when an incoming WhatsApp message matches the smart reply question
Please make sure in your WhatsMail settings you configured the Push Action as Smart Replies
Send to Zendesk
This will help you to create a Zendesk Ticket only if any of the smart reply question is matching, for example keywords like "help" "human agent" etc then you can create a ticket in the Zendesk
Please make sure in your Zendesk App you have configured the Push Action as Smart Replies
Teambox
This action helps you to route a customer to the Teambox for human assistance whenever the question is matched like "help" "human agent" etc then you can route the customer to the Teambox for human assistance. Read More
Route to Connector
This will route the incoming message, mobile number to the Picky Assist connector to take advanced filters, delay and actions which are configured in the Connector
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