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The Assist bot’s builder, powered by Freddy, allows you to set up dialogs and connect them to another, anywhere in the workflow. For every dialog you create, you can configure an action to be executed before that dialog in a conversation. For example, if you are triggering an API as part of a dialog to create a ticket in Freshdesk and store the ticket ID as part of API parameters, you can use the 'Trigger API' action to fetch the ticket ID from the API parameters and show it to the agent in the bot conversation.
'Actions' can be any of the following:
Make bot inactive
Start a new conversation
Trigger Remote Request:
This action will allow you to fetch, update, or post data remotely. You can use it to talk to your third-party applications or internal systems through APIs. When you click on this option, you will be asked to choose an API call from a list. You can create these API calls under the ‘API Library’ of that bot in the bot builder. Once created, you will be able to find them on the list for you to choose to trigger this remote request.
Example: Let’s say an agent wants to pull in the list of all the details related to a customer's order like order items, order delivery, and payment status, etc., then they can do so using this action.
This action will enable you to add or update attributes of conversations or user profiles.
Example: In case the agent is asking the customer for their contact details, you can use this action to store the value (say, phone number) in the conversation page as part of the ticket’s details and their user profile.
Make bot inactive:
This action will deactivate the bot for a specific period of time.
Example: When your agents are finishing up with a bot flow, this action can be used as the last dialog. So, upon resolution, this action can be used to put the bot to sleep until it is reactivated.
Start New Conversation:
This action will enable you to end the current conversation and invoke a new one.
Example: When the agents switching to a new and different issue, this action can be used to terminate the existing one so a new conversation can be invoked for the next issue.