Contextual actions for custom chat integrations

Commands with a pre-defined behavior can be mapped to certain user-friendly keywords and passed as user input. This input is mapped to supported contextual actions for the most appropriate response in the chat.

Getting started with contextual actions

User inputs can be mapped to a contextual action in two ways.

• UI-based mapping of comma-separated keywords to available contextual actions. For example: Hi, Hola - Start Conversation
• Script-based mapping of user actions to available contextual actions. For example: User clicks "Start" menu - Start Conversation

Available contextual actions

表 : 1. Pre-built contextual actions

Name	Description
Agent	Command to request transfer to a live agent
Bye	Command to end a conversation with a live agent or a virtual agent whenever you are outside of a topic-selection prompt
Help	Command to request help using the bot
Hi	Command to start or end a conversation
Logout	Command to unlink the user messaging account from ServiceNow
Notifications	Command to subscribe or unsubscribe from receiving notifications
Restart	Command to end a bot conversation that is either in progress or runs into an error, and then begin a new conversation

Contextual action mapping

Map user inputs to base system contextual actions.

始める前に

Role required: admin

このタスクについて

Use the Contextual Actions [sys_cs_contextual_action] table to review the commands used in the chat integrations. You can add more keywords for a command. Each record for a pre-built command has this information:

表 : 2. Contextual Actions fields

Field	Description
Name	Name of the command.
Commands	Keyword for the command. You can add multiple keywords, separated by commas.
Description	Explanation of the command
Applicability	Application in which the command is used: Virtual Agent only Agent Chat only Virtual Agent and Agent Chat

手順

1. Navigate to All, and then enter sys_cs_contextual_action.list in the filter.
2. Select a contextual action from the list.
3. Add comma-separated keywords to the command field.
   For example: Agent, Live Agent, Transfer to agent.
4. オプション: Exclude specific messaging channels from contextual actions.
   1. Select the Insert a new row... text.
   2. Select the magnifying glass.
   3. Select the messaging channel you would like to exclude from the contextual action.
   4. Select the green checkmark to save.
5. Select Update.

次のタスク

Create bot messages specific to each channel.