Now that you've learned all about Automations and how to select the Event you need, we will look at the next part: Actions. There is a long list of actions, each summarized under the main category. These categories usually describe the context in which an action can be run, for instance, Zendesk, Freshdesk, or Salesforce integration.
Which categories of action types you see depends on your account. Therefore, we will only present the standard list of actions, however, you might be able to access many more, depending on the integrations made available for you.
The screenshot below features the list where you pick an action from:
Actions perform the magic in your CRM or Helpdesk. They can create tickets, text messages, emails, logs, or make your call leave a queue.
You can perform a great variety of Actions. In combination with Events, you have many possibilities to automate your processes. The following table explains some of the available Actions. However, babelforce offers a lot more.
The list below gives an idea of some of the actions babelforce offers and it explains what each does:
| Comment | Use Cases | |
| call | Actions that are related to an active call | |
| Hangup call | This Action hangs up the call. The caller will be disconnected. | Usually, when a call reaches the end of a call flow, it will end automatically. However, you might want to hang up a certain type of call, for instance from a specific number or a certain country so customers don't have to pay too much while waiting (you might combine this with a callback). |
| Actions that are all about emails | ||
| Send email | With this Action, you can send an email to a predefined email address. | A common use case is voice mail: in case you have a small team without a help desk or CRM integration, you want to make sure your team receives an email with the link to any voicemail a customer left. |
| zendesk | Actions in Zendesk | |
| Lookup enduser | This Action searches, based on the phone number, for the end user in Zendesk. | If you want to attach a ticket to an end-user in Zendesk, select this Action. You will need another Action "Update ticket" to assign it. This Action, however, is required to enable this process. Usually, you will use this Action with the Event "Inbound Call" or "Call Created". The caller's number is used to find a matching end-user in the integrated Zendesk account. If one is found, their details are stored in the real-time call context. If none is found, we can create a new one for you. |
| Create ticket | To create a new ticket for an incoming or outgoing call use this Action. | There are many different use cases why you would want to create a new ticket. Very often, customers want a new ticket for every incoming call, some like to have a ticket for a voice message or whenever a call is bridged. Decide what process fits your business needs best. |
| Update ticket | This Action will update the Zendesk ticket associated with a call or task. It will only fire if there already was a ticket created. | There are many reasons why you would want to update a ticket. Updates are used for assigning tickets to end-users and agents, for adding wait- and talk-time, details about the caller, recordings, etc. You can combine this Action with most Events. For instance, "Recording Finished" and "Update ticket" give you the option to add any recording as soon as a recording ended. |
| Push ticket | Push a ticket to the agent taking the call. | In most cases, this Action is used in combination with call bridged. Whenever an incoming call is connected to an agent, the ticket will automatically pop up so the agent doesn't have to search the queue for the ticket. It can also be used when calls are transferred between agents. |
|
Find top 3 relevant HC articles |
This action finds the top 3 relevant HC articles for a customer's question |
Use the customer's input from the IVR, a speech recognition transcript, or an inbound SMS message, to find the top 3 most relevant articles in your Zendesk Help Center. |
|
Find end-user's ticket & related information |
This action finds end-user's ticket & stores information in Zendesk |
Search for relevant contextual data regarding an end-user's requested tickets. |
|
Find details of end-user's organization |
Use this action to find a caller's organization in Zendesk. |
Look up the end-user's organization in Zendesk. |
|
Perform flexible custom search |
You can use this action to perform a search query dependent on the customer input in the IVR for instance. |
Search for relevant contextual data regarding an end-user's requested tickets and organization. In the query field, enter a valid search query: https://support.zendesk.com/hc/en-us/articles/217385687 |
|
Add recording to ticket |
Use this action if you want to attach audio files to your Zendesk tickets. |
Add a new internal note to the ticket along with an audio file attachment. By default, {call.recording.url} is used. |
|
Create voice ticket |
Create a new ticket and attach a recording from the call as an internal note. |
Unlike the action "Add recording to ticket", this action created a new ticket and adds the voice recording. |
| queue | Queue related actions | |
| Leave queue | A call leaves a queue to continue to another application module. | You want a call to leave a queue if you guide it to the next step in your call flow, for instance, you want to offer the customer a callback or voicemail option or forward the caller to a queue with other agents (for instance overflow). |
| SMS | Actions with SMS | |
| Send SMS | At any given time you can send a text message to a customer. | Often, this Action is used to confirm a callback request. For instance, if a customer pressed 1 for a callback, she will not only hear confirmation on the phone but also receive a text message (in case she called with a mobile phone). |
| transaction | Transaction related actions | |
| Create transaction | If you want to create a transaction at any given time, this is the Action you want to use. | Some customers log callback requests with transactions. So for instance, whenever a call is finished and the customer opted for a callback request, this Action will log this request as a transaction. |
| custom_callback | Callback actions | |
| HTTP callback | Send an HTTP callback to any system. | babelforce allows you to send data to external databases or sheet services for instance Google Sheets. You might want to log every instance an agent changes their presence state and log the current state and time in Google. This you can do with an HTTP callback. |
| log | Log message actions | |
| Log message | Create an extensive log message. This action is mainly used for debugging call flows. | Whenever you are designing or redesigning your call flow, you might want to see some more extensive information in your live logging. This action will print more detailed information about, for instance, your expressions. |
| session | ||
| Set variables | This Action allows you to set and define a session variable. | Session variables are a powerful tool. They allow you to store information about a call or a task that you can later use in your call flow or print in your logs or tickets. For instance, whenever customers call a certain number, you can set a session variable that defines the brand and then print this information in the ticket so you know for which brands customers contact your service. |
| babelforce | For some actions, you will be using a babelforce integration. This means you integrate your own babelforce login and perform events in your own system. There are some great features available as you will discover. | |
| Lookup end-user | babelforce searches for an end-user in any Integration. | If you want to use end-user data in your call flow, for instance, send an email to a user, you can use this Action to retreat the end user's email address from your CRM or help desk. babelforce then stores the information in a Placeholder for end-user email address. Use it for sending out an email to the customer calling your service. |
| Upload lead to list | You can instantly add a phone number to an outbound dialer lead list. | Imagine you have a customer selecting a callback. The moment this customer pressed the key for a callback, her number is added to the automated outbound dialer campaign. One of your agents is logged into the campaign and will, within seconds, be connected to the customer and solve the request |
| Push data to an agent | This Action allows you to push data to babelConnect. | This feature is very useful if you want to enable agents to quickly access an external link. For instance, when the customer called, he was asked to enter the order number. As soon as the call is bridged, the agent will receive a link in babelConnect that will lead her to the customer's order. Great, right? |
| Create a new call | It is possible to trigger a new call to a certain number | This Action can be useful if you want to make an outbound call under certain circumstances like a missed incoming call from a certain number. |
| freshdesk | Actions in Freshdesk | |
| Create a ticket | To create a new ticket for an incoming or outgoing call in Freshdesk use this Action. | There are many different use cases why you would want to create a new ticket. Very often, customers want a new ticket for every incoming call, some like to have a ticket for a voice message or whenever a call is bridged. This all depends on your individual processes. |
| Update a ticket | This Action will update the Freshdesk ticket associated with a call or task. It will only fire if there already was a ticket created. | There are many reasons why you would want to update a ticket. Updates are used for assigning tickets to agents, adding wait- and talk-time, details about the caller, recordings, etc. |
| Add a note to a ticket | This little Action allows you to add notes to an already-created ticket | It's similar to the update ticket feature, however, it's more specific and quicker to set up. It gives you the option to add a note to a ticket, like informing the agent about the wait time of the customer. |
| Send an email & create a ticket | With this Action, you can send customers an email and leave a note in your Freshdesk about the email. | This is a little more difficult to implement but a great feature. Let's take the case of callback again. SMS is nice but you might not have the information about the SMS in your helpdesk. This Action actually allows you to not only send an email to the customer as soon as he requested the callback. You will also have a note added to the user's Freshdesk account. |
| geckoboard | Actions in Geckoboard | |
| Append data to dataset | With this Action, you can add data to a Geckoboard dataset. | Does your team use Geckoboard? That's great. You can use this Action, for instance, to show how many calls your team members took per day. |
| pushover | Actions for pushover | |
| notify | If you use a push notification service, you can send notifications with this Action. | Why customers use pushover notifications is very much dependent on each customer's processes. For instance, a pushover could be sent if all agents' presence state was switched to busy. If this condition applies, managers can receive a push notification to check on their team. |
Now you have a first insight into the Actions that are possible in babelforce.
To round this up, there is one more field in every automation that you need to fill out and this is "Triggers". For now, just select the standard Trigger "Always" - we'll get to more complex setups soon enough.
Congratulations, you can now create your first own automations: you know which Events are available and we introduced you to the basic Actions that can be combined with these Events.
Let's start getting with some real examples. In the next sections, we will look at a few use cases and explain how you implement them in babelforce.
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