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


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


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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