# 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.. {% embed url="" %} ## Adding An Action An action can be added against each question by clicking the **+** icon as shown below; ![Action Button](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT2YQBT0WljffdEB9l%2Fsmart-reply-actions.png?alt=media\&token=196135e9-1c3e-42e9-9758-391d5faaf2cf) ### Selecting Action On clicking the **+** icon a popup will open where you can select multiple actions as shown below ![smart-reply-action-popup](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT39T93vgaJ0Prijsz%2Fsmart-reply-action-popup.png?alt=media\&token=8aa0e37f-d547-4033-8d19-ff915a0bb90e) ## List of Available Actions 1. [Trigger Webhook](#trigger-webhook) 2. [Send Email](#send-email) 3. [Send Message](#send-message) 4. [Click 2 Call](#click-2-call) 5. [Pause Replies](#pause-replies) 6. [Add Tag](#add-tag) 7. [Remove Tag](#remove-tag) 8. [Map to Category](#map-to-category) 9. [Remove From Category](#remove-from-category) 10. [Create Ticket](#create-ticket) 11. [Subscribe to Sequence](#subscribe-to-sequence) 12. [Unsubscribe from Sequence](#unsubscribe-from-sequence) 13. [Update Note](#update-note) 14. [Blacklist](#blacklist) 15. [Send to Zapier](#undefined-1) 16. [Send WhatsMail](#send-whatsmail) 17. [Send to Zendesk](#send-to-zendesk) 18. [Teambox](#teambox) 19. [Route to Connector](#route-to-connector) ## ## **Trigger Webhook** Give dynamic replies from your application like updated balance, updated score etc ![action-webhook](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlSzp1jwuBpzGnlWhkB%2Faction-webhook.png?alt=media\&token=67f60a6a-cf5a-49cd-98e4-60bab5d742be) {% hint style="warning" %} Webhook Set in the Smart Replies will get triggered {% endhint %} ## **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 ![action-send-email](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlSzsxJhqjqza7S9RwS%2Faction-send-email.png?alt=media\&token=dfb96fb2-f70d-41c6-a7e4-afa19259368c) ## **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. ![action-send-message](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT--JCGQLG3cF67_lV%2Faction-send-message.png?alt=media\&token=7dd6b870-5c7d-4db1-911a-8e71f07a9446) ## **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; ![action-call](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-5o60yRAjddV29WX%2Faction-call.png?alt=media\&token=0d42ae5f-b3fd-4a9f-82a7-28f828a3dcee) ## **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 ![Pause Reply](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-EP2e1rb9IUqOMLV%2Faction-pause-reply.png?alt=media\&token=3a5c15f8-09f0-424b-9d29-a1e72d9a1a54) ## **Add Tag** This will add a tag to the subscriber Select the available tag from the list , can add multiple tags ![action-add-tag](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-Kiy5x18lzbm7wH2%2Faction-add-tag.png?alt=media\&token=b6b2f204-37e2-4e13-b2dc-aa08a2e245b3) ## **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 ![action-remove-tag](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-QBzVuC_jWhCdhH9%2Faction-remove-tag.png?alt=media\&token=5555b1ac-bf02-4c50-8e35-20e8948f4747) ## **Map to Category** This will map subscriber to a category ![action-add-category](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-WDlEiCn16O4pQck%2Faction-add-category.png?alt=media\&token=b205d5d2-a964-411a-a286-90e110f6f798) ## **Remove From Category** This will remove subscriber from a category ![action-remove-category](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-afFkTvO1uSNspVo%2Faction-remove-category.png?alt=media\&token=a4ef5a95-2343-4aa6-9603-62c355116760) ## **Create Ticket** Create a support ticket against the subscriber You can specify the subject of the ticket and assign the priority ![action-create-ticket](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-fdlTKGHFk_tNQ_P%2Faction-create-ticket.png?alt=media\&token=9df134e6-1b62-44a4-a8c5-f48df6b4c96e) ## **Subscribe to Sequence** Auto subscribe customer into a sequence for drip campaigns ![action-add-sequence](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-klAp9TOd_3xd0qi%2Faction-add-sequence.png?alt=media\&token=b5ca1e99-b6fc-45a1-82f5-b592e74032f6) ## **Unsubscribe from Sequence** Unsubscribe customer from a sequence ![action-unsubscribe sequence](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-qbfVC8LLXEBrjuv%2Faction-unsubscribe%20sequence.png?alt=media\&token=0ea20478-8e7a-4caf-a0c7-422bddeadbd2) ## **Update Note** Add a note / update against the subscriber. Can view and update notes from Social CRM -> Subscribers -> Notes ![action-adding-note](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT-zAp3-8EyN8Hr-nc%2Faction-adding-note.png?alt=media\&token=972c547a-e7a4-4693-80a0-c2713948722c) ## **Blacklist** This will add the incoming number to blacklist. Can view and remove the blacklisted subscribers from Settings -> Black Lists ![](https://3382165395-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-LlJChpzcxtwOYGcBd1q%2F-LlSzLKrT-udmHsuLQAi%2F-LlT04V-UuTy7WdhPnOh%2Faction-blacklist.png?alt=media\&token=4bf60464-915e-43fe-8147-86d197bbfb5f) ### 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 ](https://help.pickyassist.com/setting-up-guide/setting-up-teambox/routing-rules#contextual-based-routing) ### 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