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Action Tasks

Action tasks allow bot users to initiate and run a bot task in third-party applications. They collect, modify, and post information in systems of record, eliminating repetitive, time-consuming steps or form-based data entry that customers and employees commonly perform. Action tasks can take information from people in one of two ways:

  • Long-Form Actions: User requests that include multiple entities or data fields in a single message, triggering the chatbot to extract the critical info and either collect only the missing information or immediately complete the task.
  • Guided Actions: User requests that state the high-level intent, thus forcing a series of bot-prompted questions for the user to provide additional field data necessary to complete the task.

Action tasks can be run independently or mapped as a follow-up task to another alert or action task.

Example Use Case: Assign a Jira Ticket

Let’s say you have a JIRA bot with an alert task that notifies you when new tickets get created. As a follow-up to the alert, you can an action tasks to that automatically that assigns the ticket to a specified agent. Action tasks are executed in third-party applications, which in this case is Atlassian JIRA.

Other Examples

These are a few other examples of Action tasks:

  • Create a new account with a brand
  • Become a loyalty program member
  • Search for a product
  • Schedule an appointment
  • Place a product order
  • Enter or report an issue
  • Escalate an issue

Configuring Action Tasks

Configuring an Action task involves the following settings:

General

The first step is to define how the task looks to the end-user. The General tab Settings includes details such as task name, connection mode, descriptions, and a few advanced settings such as task demo and search keywords etc.

Authorization

Configure authentication settings to access third-party web services, with support for Basic Auth, OAuth v2 password grant type, OAuth v1, OAuth v2, and API Key authorization types. You can define an Authorization profile or use an existing one. All authorization profiles, whether you create them at a task level or a bot level, can be used across all bot tasks.

API Request

The alert task request object gets data for the notification message displayed to the end-user. The configuration settings for a request object are based on the Connection Type that you define for the Alert task request object. For more information, see one of the following:

API Request Tab – Alert Task Request – REST
API Request Tab – Alert Task Request – SOAP

Bot Response

The Bot response provides a message to the end-user to inform them of the status or completion of the task. On the Bot Response tab for a task, you can define the message to display to the end-user from the API request payload. You can specify a default response for all channels and also compose channel-specific messages.

Next Steps

To get started defining a task, you must first describe the basic task settings. For more information, see General Tab Settings for an Action Task.

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