All plans have 30% OFF For this week
Claim Discount
Actions
AnswerPal: Actions
Actions are the core of AnswerPal’s automation engine. This page explains what actions are, how they are configured, and how they drive automation for every incoming message—across email, chat, phone, and WhatsApp. Learn how to leverage standard and advanced action fields, prioritize actions, and adapt them for each channel.
What are Actions?
Actions are predefined operations triggered at specific events in the AnswerPal workflow. When an event occurs (such as after topic detection, or when a ticket is escalated), the system executes the configured actions in priority order. Actions can include replying, forwarding, making API calls, closing tickets, marking as spam, and more. They enable full automation and customization of your customer service processes.
Standard Action Fields
- Name and Description: Identifiers for the action.
- Priority: Numeric value; higher values override lower ones.
- IsActive: Boolean flag to activate or deactivate the action.
Advanced Action Configuration
Advanced configuration options let you fine-tune how actions behave:
- OverrideApiBaseUrl, OverrideApiUsername, OverrideApiPassword, OverrideApiToken, OverrideApiAuthenticationType: Optional overrides for API calls.
- FieldMapping: JSON mapping of action fields to external system fields.
- ApiEndpoint, ApiMethod, ApiHeaders, ApiBodyTemplate: Define HTTP call details for API actions.
- ResponseFieldMapping: Handle responses from external systems.
- ActionType: Identifies the type of action (e.g., Forward, Reply, Close).
- ConditionalRules: Conditions (in JSON or text) to determine when the action applies.
- ForwardRecipients: Forwards messages to one or more addresses.
- WaitSeconds: Delay before executing the action (for automated flows).
- ForwardPhoneNumber: Forwards a phone call to a specific number.
Available Action Types
o What it does: Permanently removes the ticket/message from the system.
o When used: For auto-generated notifications you never want to store.
o Benefit: Keeps the environment clutter-free.
o What it does: Marks the message for removal during scheduled cleanup (default 30 days).
o When used: For messages needing a short retention period.
o Benefit: Prevents data bloat.
o What it does: Marks a ticket as resolved/closed.
o When used: When no further follow-up is required.
o Benefit: Clear overview of active vs. closed tickets.
o What it does: Flags the ticket as spam and closes it.
o When used: For phishing or clearly unwanted messages.
o Benefit: Saves time—CSR doesn’t need to review spam items.
o What it does: Reclassifies an item as not spam if previously flagged.
o When used: For legitimate emails incorrectly marked.
o Benefit: Improves AI accuracy over time.
o What it does: Invokes an external API to fetch or push data.
o When used: Checking invoice status, retrieving user data, creating records.
o Benefit: Seamless back-office integration.
o What it does: Forwards the message to a specified address or phone number.
o When used: Redirecting topics to specialized teams.
o Benefit: Automatic handoff to the correct department.
o What it does: Drafts a reply using AI, but does not send automatically.
o When used: When a CSR should check or edit the message first.
o Benefit: Less manual typing, human quality control.
o What it does: Sends a prepared message (from AI or CSR) to the end-user.
o When used: For real-time channels or final email replies.
o Benefit: Instant communication—no extra steps.
Action Priorities
Each action has a numeric priority. Actions with higher priorities are executed first. This allows urgent actions (like escalation or immediate replies) to override less critical ones (like cleanup or automated notifications).
Channel-Specific Action Interpretations
Some actions—especially replies—must be tailored to the communication channel to ensure a natural, professional experience. For example, a “Reply” action for email should use a formal structure and closing (“Sincerely, …”), while a chat or WhatsApp reply should be short, direct, and conversational—without formalities. For phone, the AI’s voice and personality should be warm and engaging, with a lively and playful tone that puts customers at ease.
Typical Channel-Specific Differences:
- Email: Replies are formal, may include a signature, and use full sentences. Example closing: “Sincerely, The Support Team.”
- Chat/WhatsApp: Replies are brief, conversational, and avoid formal closings. Example: “No problem, your order is on the way! 🚚”
- Phone: The AI’s voice and personality should be warm and engaging, with a lively and playful tone. Example: “Hi there! I’m happy to help you today. What can I do for you?”
Channel-specific interpretations are not for general use, but for fine-tuning the details of each action to fit the expectations and etiquette of each channel. This ensures that automated responses feel human and appropriate everywhere.
Action Examples
Instantly delete automated system notifications before spam detection (PreSpam event).
Close and archive messages flagged as spam (PostSpam event).
After detecting an "Order Status" topic, trigger an API call to an ERP and draft a reply (PostTopicDetection event).
Attach an escalation policy document and notify a supervisor (OnEscalate event).
Display caller’s account info and greet with a personalized message (OnPhonePickup event).
Table of Contents
AnswerPal: AI-powered customer service solutions to elevate your support and communication effortlessly.
Quick Links
Contact
For all support, sales, and partnership inquiries, email us at info@answerpal.eu