Actions

There are several actions that are performed by the bot during the response. Actions accept only text as their value and the values can be one of the following:

 

Use Case 1: Bot can handle the visitor on its own by providing the replies to the visitor queries.

Copied{
  "platform": "ZOHOSALESIQ",
  "action": "reply",
  "replies": [
    "Thanks for contacting us today, How may I help you today?",
    {
      "text": "What would you like to know about today ?",
      "image": "https://zylker.com/home.png"
    }
  ],
  "suggestions": [
    "Book an appointment",
    "Talk to the operator",
    "Show Reference Guides"
  ]
}

Use Case 2a: The bot is not trained to handle this visitor, so it would forward the chat to humans.

Copied​{ 
"platform": "ZOHOSALESIQ", 
"action": "forward", 
"replies" : ["Thanks for contacting us today, You will be connected to our operator shortly"] 
}

Use Case 2b: Bot doesn't know to handle the visitor and forwards the chat to a specific operator who is an expert in the topic.

Copied{ 
"platform": "ZOHOSALESIQ", 
"action": "forward", 
"operators" : {"scott.fisher@zylker.com"}, 
"replies" : ["Sorry, Im not sure i can help you with this question. Connecting with an operator now.."]
}

Use Case 2c: Bot doesn't know to handle the visitor and forwards the chat to a specific department.

Copied{ 
"platform": "ZOHOSALESIQ", 
"action": "forward", "
replies" : ["I am forwarding this chat to the sales department"], 
"department" : "3465000000005" 
}

Use Case 3: Bot doesn't know how to handle the visitor and it also doesn't want to forward the chat to a human

Copied​{ 
"platform": "ZOHOSALESIQ", 
"action": "operator_busy", 
"replies": [ "Thanks for contacting us today, please leave a message and our operator will contact you shortly." ] 
}

Use Case 4: Bot finds a vulnerability in the chat and it blocks the IP of the visitor immediately.

Copied{ 
"platform": "ZOHOSALESIQ", 
"action": "block", 
"replies": ["Sorry, you are blocked from accessing the chat window"] 
}

Use Case 5: To end the chat conversation.

Copied{ 
"platform": "ZOHOSALESIQ", 
"action": "end", 
"replies": ["The chat has ended."] 
}