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;
Action Button

Selecting Action

On clicking the + icon a popup will open where you can select multiple actions as shown below
smart-reply-action-popup

List of Available Actions

    1.
    ​Trigger Webhook​
    2.
    ​Send Email​
    3.
    ​Send Message​
    4.
    ​Click 2 Call​
    5.
    ​Pause Replies​
    6.
    ​Add Tag​
    7.
    ​Remove Tag​
    8.
    ​Map to Category​
    9.
    10.
    ​Create Ticket​
    11.
    13.
    ​Update Note​
    14.
    ​Blacklist​
​

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Trigger Webhook

Give dynamic replies from your application like updated balance, updated score etc
action-webhook
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
action-send-email

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

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

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

Add Tag

This will add a tag to the subscriber
Select the available tag from the list , can add multiple tags
action-add-tag

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

Map to Category

This will map subscriber to a category
action-add-category

Remove From Category

This will remove subscriber from a category
action-remove-category

Create Ticket

Create a support ticket against the subscriber
You can specify the subject of the ticket and assign the priority
action-create-ticket

Subscribe to Sequence

Auto subscribe customer into a sequence for drip campaigns
action-add-sequence

Unsubscribe from Sequence

Unsubscribe customer from a sequence
action-unsubscribe sequence

Update Note

Add a note / update against the subscriber. Can view and update notes from Social CRM -> Subscribers -> Notes
action-adding-note

Blacklist

This will add the incoming number to blacklist.
Can view and remove the blacklisted subscribers from Settings -> Black Lists
Last modified 1yr ago