Configuring Support Agent Actions

Support Agent Actions are predefined actions that Support Agents can perform on behalf of the end-users. During an Ongoing conversation, the Support agent can execute these actions in the end-user’s context such as Logging a ticket on behalf of the user, Updating the worklog, Updating priority, Booking a conference room, etc. This enables the Support Agents to assist the End-users efficiently.

Follow the below steps to configure Support Agent Actions:

1. Navigate to Tenants → Settings → Agent Chat Console.

2. Click on the Support Agent Actions section.

3. Click on Create Action.

4. In the Details section, Name and Status. Click Next.

5. On Form Fields section define the form fields to hold the information required to execute the required operation in the target system.

   1. Click on the Add button to add a new form field.

   2. Add the field Display Name.

   3. Select the input Field Type and select Mandatory as required

   4. Add the Default value for the field.

   5. Define the Validation for the field,

   6. You may define more than one Form Fields. At least one input field is required to configure an action.

6. Click Next. On the Form Submit section, define the steps that should be performed once the Support Agent submits the form in Agent Chat Console. Add Integration to connect to the target system to perform actions and Set Attribute to transform and store information.

7. Click Next to configure the Success Message. This could be a success message or a response value received from the integration that Support Agents can share with the end-user. For example, display the Reference number of the ticket logged for the end-user request.

8. Click Create button.

The Support Agent Action is now created and can be executed on Agent Chat Console.

You may refer to the below example to set up a Support Agent Action:

• Analyst creating the ticket in ISM from Agent Chat Console