Smart Actions
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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.
An action can be added against each question by clicking the + icon as shown below;
Give dynamic replies from your application like updated balance, updated score etc.
Webhook Set in the Smart Replies will get triggered
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 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.
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
When this action is configured it will send the incoming detail to Zapier to perform actions as configured in the Zap.
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
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
This will add a tag to the subscriber
Select the available tag from the list , can add multiple tags
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.
This will map subscriber to a category
This will remove subscriber from a category
Auto subscribe customer into a sequence for drip campaigns.
Unsubscribe customer from a sequence
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
Add the contact to one or many opt out lists for unsubscribing or withdrawing from a marketing or promotional campaign, service, or mailing list.
Remove contact from the selected Opt Out list.
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.
By adding contact to chat bot we can use smart reply to trigger a flow we have created.
Select the chatbot from the list. Tick the checkbox to trigger chatbot even if contact already in flow/campaign.
External Attributes
By passing external attributes we can pass all the attributes and thus personalize the conversation.
For example if a person wants to know about the company and messages a hello the smart reply will directly trigger the chatbot and we can pass the dynamic values to the user and thus personalize the conversation.
This is a predefined message where the smart reply will send default to the contact if the key word is matched.
On clicking the “” icon a popup will open where you can select multiple actions as shown below.
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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.
Click the select new template button it will show a popup with all types of created templates and an option to create a new template. By clicking on the Remove template button customer can remove selected template from smart reply
