Configuring quick actions

Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.

Activate quick actions

To enable your agents to use quick actions, you must activate the and related plugins for Advanced Work Assignment, which is required for chat in Workspace.

Default quick actions

The following quick actions are available by default with Workspace chat:

Command name	Toolbar button	Action	Default parameter
autopilot		Starts a Virtual Agent topic (Conversation Autopilot).	Available topics
help		Indicates to the chat supervisor that an agent needs help with a conversation. To use this quick action, new customers must enable Agent Chat and Agent Whisper and update customers must enable Agent Whisper on chat setup.
r		Uses Response templates to insert as text in a conversation. Note: Only response templates that have a condition of [Type][is][Chat] are available in Agent Chat.	Available response templates
search-kb		Starts a KB article search. The agent is prompted to search for the relevant KB article. Based on the search term the agent enters, the agent is able to view the KB articles that match the search term. The agent can then select the KB article.
ta		Transfers the conversation to another agent.	Available agents
tq		Transfers the conversation to another queue.	Available queues

Creating a quick action

Create a quick action so that agents can use shortcuts for performing actions in Agent Chat.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Quick Actions > Actions, and then select New.
2. On the form, fill in the fields.

   Field	Description
   Name	Name of the quick action.
   Active	Option for activating the quick action.
   Description	Description of the quick action.
   Command Name	Text that triggers the quick action when entered after the forward slash (/) in a conversation.
   Applies to	Work item that the quick action is available for. Filter the table that you select in the Table field to qualify a certain kind of work item. For example, to make the quick action available only for conversations that are assigned to Beth Anglin, you would first select the Interaction [interaction] table in the Table. Then, in the Applies to field, you would create the following filter: [Assigned to] [is] [Beth Anglin].
   Table	Work item table that the quick action is available for. Note: Quick actions are supported only in the Interaction [interaction] table.
   Apply to all groups	Option for making the quick action available to all user groups.
   Apply to groups	List of which groups can use the quick action. This field appears only if you clear the Apply to all groups option.
   Script	JavaScript code to control what the quick action does. In this script, you have access to: The record variable, which for Agent Chat is the Interaction [interaction] record The params array, if you defined quick action parameters If provided, all free-form text entered after all the other parameters are captured as the last item in the params array. Set the value of answer as follows: answer = { success: <Boolean>, message: <success_or_error_message> }; Note: If you do not script a message, the agent receives a default message instead.
   Application	Application scope of the quick action.
   Accepts string parameter	Option to indicate that the script accepts text input after any defined parameters.
   Parameter label	Parameter name that displays next to the quick action.
   Parameter hint text	Text that displays as a hint when the agent enters a quick action.

3. Select Submit.

What to do next

If your quick action requires a secondary menu, define a quick action parameter so that agents can further control the quick action. For more information, see Define a quick action parameter.

Optionally, you can make the quick action available in Agent Chat as a button. For more information, see Configuring a quick action button.

Defining a quick action parameter

Define a quick action parameter to allow agents to further control a quick action in Workspace chat.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Quick Actions > Parameters, and then click New.
2. On the form, fill in the fields.

   Field	Description
   Name	Name of the parameter.
   Action	Quick action that uses the parameter.
   No Matching Results Message	Message to agents if no records match the record query. If you do not create a No Matching Results Message, a default message is provided.
   Display value field	Field from the parameter record that appears in Workspace chat. This field appears when you select Basic in the Query mode field.
   Query mode	Type of query. You can select Scripted or Basic. To query records with a script, select Scripted. To query records by whichever table that you specify in the Table name field, select Basic.
   Table name	Table to query for parameters. This field appears when you select Basic in the Query mode field.
   No Results Message	Message to agents if there are no available records to query. If you do not create a No Results Message, a default message is provided.
   Value field	Field from the parameter record that agents can enter in Workspace chat to invoke the parameter item. For example, to transfer a conversation to Beth Anglin, an agent would enter /ta "beth.anglin". In this case, the User ID field in the User [sys_user] record is the Value field. This field appears when you select Basic in the Query mode field.
   Query Script	JavaScript code to determine which records qualify for your parameter. You are given a query variable that represents the search query that the agent provided. Set the value of the answer variable as follows: answer = { items: [ { value: <value>, displayValue: <displayValue>} ] }; The array of items should contain objects with a value and a displayValue. Note: This field shows only if you select Scripted in the Query mode field.
   Application	Application scope of the parameter.
   Order	Order that the parameter is available for the quick action.

3. Click Submit.

Configuring a quick action button

Configure a quick action button so that agents can perform actions in Agent Chat with a single click.

Before you begin

Role required: admin

About this task

The toolbar of the Workspace chat window contains three buttons. Selecting the left button () attaches a file in a conversation, selecting the center button () initiates a queue transfer, and selecting the right button () initiates an agent transfer. You can't configure the left button, but you can assign different quick actions to the center and right buttons.

Procedure

1. Navigate to All > Conversational Interfaces > Chat Settings > Agent Chat.
2. In the Agent Experience section, select View all next to Quick actions.
   • To configure the arrow button (), select Transfer to Queue.
   • To configure the add user button (), select Transfer to Agent.
   • To create a new button, select New.
3. On the form, fill in the fields.

   Field	Description
   Quick Action	Action that is performed when the button is selected.
   Name	Name of the quick action
   Use custom icon	Select this if you want to specify what image should be used for the icon
   Icon	Button icon that appears on the toolbar of the Workspace chat window.
   Active	Select if you want this quick action to be active.
   Application	Name of the application for which the icon display on the toolbar.
   Order	Position of the button on the toolbar. If the value is 100, the button appears at the center of the toolbar. If the value is 101, the button appears at the right side of the toolbar. You can't change the button order.
   Available on private chat tab	Select this to have the icon display on the Agent Chat toolbar.
   Parameter value(s)
   Auto-submit
   Apply to all groups

4. Save your changes.
   • To update an existing record, select Update.
   • To create a new record, select Save.

Setting up quick action toolbar controls

Customize the quick actions that appear on the chat toolbar.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. Select Agent Chat and then on the Agent Experience card, select View All next to Quick actions.
3. Do one of the following:
   • To create a quick action workspace action, select New.
   • To modify a quick action workspace action, select the quick action workspace action record you want to update.
4. On the screen, fill in the fields.

   Table 1. Configurable Toolbar Control

   Field	Definition
   Quick Action	Quick action performed.
   Name	Name of the quick actions workspace action.
   Use custom icon	Option to display a custom, downloaded icon in the toolbar.
   Icon	Image to display on the toolbar when Use custom icon is selected. Select Click to add... and on the Choose an image screen, select an image file. Note: Use an image with a square aspect ratio.
   Active	Indicates whether this configurable toolbar control is active.
   Application	Application scope of the quick action.
   Order	Value of this quick action. Quick actions are executed from lowest order to highest order, so a quick action with an order of 100 is considered before a quick action of 200.
   Available on private chat tab	Option that defines whether the quick action is available on the private chat tab.
   Applies to	Condition that determines when the quick action is available. Add Filter Condition- Filter the table that you select in the Table field to qualify a certain type of work item. Add "OR" Clause- Add an "or" clause to the condition. For example, to make the quick action available only for conversations assigned to Beth Anglin, you select the Interaction [interaction] table in the Table. Then, in the Applies to field, you create the following filter: [Assigned to] [is] [Beth Anglin].
   Parameter value(s)	Parameters needed for the quick action.
   Auto-submit	Option for the agent to select a button and have the quick action and parameter post to the chat.
   Apply to all groups	Option for making the quick action available to all user groups.

5. Select Submit or Update.

Activating chat context quick actions

Activate context quick actions to enable agents to view context relevant to a chat interaction. When launched in a chat, display cards show: sysparm_portal, sysparm_page, table, sys_id, or sysparm_language.

Before you begin

Role required: admin

About this task

Context quick actions are a default quick action, but require activation.

Procedure

1. Navigate to All > Quick Actions > Actions.
2. In the Get Chat Context Variables record, use the list editor to set the Active value to true.