Actions

Actions are elements that compose stages and perform tasks such as assigning staff or automatically attaching consultation tags.

Actions are categorized into content actions, stage transition actions, and background actions based on their type. Each type has specific characteristics and use cases.

Content actions are an action that delivers content that is visible to the customer, such as sending a message or submitting an input form.

When the AI agent ALF handles a chat, it responds with options for the customer: "Helpful," "Not Helpful," or "Connect to Agent." (→ Learn more about ALF)

Usage Examples:

• Use it when you want ALF to first guide customers through answers registered in the FAQ.

• If you're using Cafe24 Hub, apply ALF to respond to inquiries like order tracking with response buttons.

Considerations when applying actions:

• It remains fixed at the final stage and cannot be used with stage connection actions (response buttons, branches).

• This action is available for all integration apps (services).

You can automatically send preset messages to customers.

Usage Examples:

• Use it with triggers like [When Waiting for Customer Response] to deliver a message asking the customer to wait a moment until an agent is available.

• If the chat comes through an external messenger, you can request the customer to provide contact information while waiting.

How to Apply the Trigger:

• It can be used with all integration apps (services) except for phone calls.

• Forms like mentions and link buttons available only in Channel Talk are not viewable in other messengers.

This action allows you to send input forms to customers, seamlessly gathering necessary information and automatically storing it in customer or consultation records.

If you have set "Require Submission of Input Forms" to ON, customers must fill out the form for the workflow to proceed to the next step.

Usage Examples:

• Use input forms to collect information such as company details or job titles from customers who inquire on your service introduction page.

• Manage schedules by collecting them via input forms, enabling personalized chats scheduling for each customer.

• Receive back-in-stock notifications requests and proactively notify customers when products are restocked to encourage purchases.

Considerations when applying actions:

• Input forms are exclusive to Channel Talk's functionalities and do not operate in inquiries received through external messengers.

• Each message can contain a maximum of 4 questions in an input form. If you need additional questions, add more messages to set up as many input forms as required.

During the workflow progression, this action allows you to prompt customers to input a message once, after which the workflow continues with subsequent actions such as response buttons, input forms, or ALF.

Usage Examples:

• Use it when handling exchange/return inquiries where you need customers to provide images or capture screenshots of the issue they are facing.

• Images or attachments are not stored in the customer profile.

• When a customer requests a callback, use this action to first gather what they are inquiring about in a brief message.

Considerations when applying actions:

• This action is applicable only to customers who inquire via Channel Talk.

You can use a trigger to invoke a workflow created as a "modular workflow" and execute it as an action.

Usage Examples:

• Prepare essential content for new hires to handle customer inquiries using modular workflows. You can then call and review these workflows as needed during consultations.

• After completing a chat, you can use modular workflows to conduct customer satisfaction surveys and gather feedback.

Considerations when applying actions:

• The modular workflow must be in a "published" state to be callable and usable.

• You cannot call another modular workflow within a modular workflow.

• Unlike other triggers, scheduling and operational settings are not supported.

• When applying a modular workflow to a specific workflow, both workflows must have the same integration app settings.

  • For example, if the integration app for the applied workflow is set to Channel Talk messages or LINE, the integration app for the modular workflow must also be set to Channel Talk messages or LINE.

This is an action that links one step to another, depending on the context.

Response buttons are clickable options that customers can interact with. When connected to specific steps, clicking these buttons directs customers to those steps automatically. Response buttons provide customers with a chat-like interface where they can choose options to proceed and receive relevant information.

Usage Examples:

• Create a 'Track Delivery' response button that links to a step containing a URL for tracking deliveries. This allows customers to check their delivery status without needing to speak with a representative.

• Configure response buttons to gather initial inquiries from customers, enabling you to identify customer needs directly from their selected options.

Action setup notes:

• You can set up a maximum of 10 response buttons per step.

• Response buttons are a feature specific to Channel Talk and do not apply to incoming inquiries from external messengers.

Similar to how triggers filter situations, actions can also specify conditions for connecting to subsequent steps, known as 'branches'.

By setting conditions such as operating hours or customer tags in branches, you can direct customers to specific steps based on these criteria:

• If conditions are met, proceed to Step A; otherwise, proceed to Step B. This allows for automated routing based on predefined conditions without requiring additional customer actions.

Usage Examples:

- For members, direct them to Step A for a welcoming message; for non-members, direct them to Step B to request login information.

This is an action that make managers' jobs easier by automatically assigning teams, modifying customer and chat tags, and more. They're invisible to customers.

You can set the priority of chats in Channel Talk to handle more urgent inquiries first based on the type of inquiry, even if it's from the same customer. This allows you to manage chats more efficiently:

Usage Examples:

• If a message from a customer includes phrases like "unsubscribe" or similar, set the priority to 'High' and assign it to a team promptly.

• For bug reports received via response buttons, set the priority to 'High' and request a screen capture through customer response.

You can set an action that assigns a team or an agent. In workflows set to the "When a chat (or call) is in the queue" trigger, the chat is opened as soon as an agent is assigned. In other triggers, the team or agent is assigned immediately.

Usage Examples:

• When a customer with a VIP status inquires, assign a team to assign a dedicated VIP agent.

• When a lead leaves a contact in an introductory inquiry, assign a rep to contact them.

Quick Actions are designed to perform specific actions when certain conditions are met. Use Quick Actions when you don't need to connect multiple steps.

Quick Actions execute all matching conditions, and if none match, they skip to the next step. They are suitable for tasks like tagging or assigning teams when conditions are met.

Usage Examples:

• If you set one condition:

• If you set multiple conditions:

  Action 1	Action 2	Action
  Customer Language is EN Action : Add "EN" chat tag	Customer Language is KO Action : Add "KO" chat tag	If the customer's browser or device language is Korean, the KO chat tag is attached; if English, the EN chat tag is attached.

• Text messages can be sent once the sender's number is verified in [Channel Settings] - [Integrations] - [SMS].

  • The required integration depends on the recipient's country.

    • North American recipients: Twilio integration is required.

    • Non-North American recipients: Sender ID or Twilio integration is required. (→ See overseas text message setup guide)

• Messages sent through this action are delivered as 'informational messages.' If the content includes advertising, the responsibility lies with the customer company, so please be mindful of the content. (→ Advertising message transmission guide)

• The message content will include a link to Channel Talk chat.

This action initiates a chat even if the customer hasn't sent a message. For example, if the customer fills out an input form, this action can create a chat in the inbox and send a notification, even without a customer message.

Usage Examples:

• Set up the "Open a chat" action for important issues like bug reports or error inquiries to ensure immediate response.

Cases where this may not function:

1. If a chat is in queue and the chat was triggered by 'When chat/call is in Queue'

2. When 'Do not accept new chats' is set during offline hours in [Channel Settings] - [Chat] - [Operation] - [Business Hours]

3. Closed chats from external messengers like Instagram messenger or Kakao Talk: Open a chat does not proceed.

This action changes the chat status to 'snooze'.

However, it cannot snooze a chat if the chat has ended via external messengers like Instagram messenger or Kakao Talk.

This action ends the current workflow. You can identify the end state by the 'Close' badge at the last step. Once the workflow ends, the customer's input window opens for sending messages, which are then directed to the inbox for an agent to chat.

• If the workflow step includes response buttons, branches, or ALF actions, you need to select the End Workflow action separately to complete the process.

• For workflows that end while the chat is ongoing:

  • If an agent is assigned, a notification is sent to the respective agent.

  • If no agent is assigned, a notification is sent to agents who have 'Receive unassigned chat alerts' enabled.