Conversation action

The Conversation Action step changes the chat itself, the same way an agent would in the inbox. Then the bot carries on to the next step.

Find it in the Actions group of the palette.

Actions

Pick one in Action:

Action	What it does	Extra setting
Assign to agent	Assigns the chat to a teammate	Agent
Assign to bot	Hands the chat to another live bot	Bot
Unassign agent	Removes the assigned teammate, so the chat goes back to the shared queue	—
Resolve conversation	Marks the chat Resolved	—
Reopen conversation	Moves a resolved chat back to open	—
Add internal note	Adds a note only your team can see	Note

Notes can use variables, for example Customer asked about a refund for {{order.name}}.

Common uses

• At the end of a sales question, Assign to agent to send it to your sales lead.
• After a bot answers a simple question fully, Resolve conversation to keep the inbox clean.
• Before handing over, Add internal note with what the customer already told the bot.

Tip

To hand a chat to your team and stop the bot in one go, use Request intervention. Use Conversation Action when the bot should keep going afterwards.