You can create or modify Connect actions to provide custom functionality in Connect Chat or Connect Support conversations.

Before you begin

Important:

Core UI is required to use Connect Chat. Connect Chat is not supported in Next Experience. If you turn on Next Experience, Connect Chat will no longer work. See Next Experience UI for more information.

If you want to customize the icon for a Connect action, navigate to Collaborate > Administration > Action Icons to view the available icons and their class names. Note the class name of the icon you want to use.

Role required: admin

About this task

The Connect action menu appears by the message entry field when one or more Connect actions are available for a conversation, based on defined conditions. When a user selects a Connect action, the system runs the script defined for that action.

Procedure

  1. Navigate to Connect > Administration > Actions.
  2. Click New or open an existing record to edit a table.
  3. On the form, fill in the fields.
    Table 1. Connect Action form
    Field Description
    Condition JavaScript condition statement that must return true for the action to be available in a conversation. For example, to show the action in Connect Support conversations only, enter conversation.type === "support" or conversation.table === 'chat_queue_entry'.

    For information about the conversation object, see the GlideConversation API reference documentation.
    Hint This field is not used.
    Icon Class Name Class name of the icon to use.

    To view all available icons and their class names, navigate to Collaborate > Administration > Action Icons.
    Order Order of the action relative to other items in the Connect action menu.
    Script Script to execute when the action is run. For example, to create a new incident that is based on the conversation, enter the following code:
    response.newRecord("incident",{
    short_description: conversation.document.short_description ||"",
    caller_id: conversation.document.opened_by
});
    For information about the response object, see the ConnectActionResponse API reference documentation.
    Note: You can only create a Connect action that is based on a task table.
    Shortcut Text that triggers the action when entered after the "/" character in a conversation.
    Title Text that appears in the Connect action menu. The title for each Connect action should be unique.

Result

Figure 1. Connect Actions form
Connect Actions form with the condition conversation.table === 'chat_queue_entry'