ACTIONS

The ACTIONS section lets you configure automation features for your chatbot. It contains four sub-sections:

• Lead Capture — Collect visitor information through a contact form

• Human Handover — Transfer conversations to your support team

• Email Notifications — Get notified about new leads and conversations

• Webhooks — Connect your chatbot to external services

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Lead Capture

The Contact Form allows you to collect user information directly through the chatbot, making it ideal for lead generation. You can customize its behavior and appearance as follows:

Display Position: Choose when the form appears:

• At Start: The form is shown immediately when the chatbot opens.

• After First Response: The form is displayed after the chatbot sends its first message.

• At End: The form appears after the conversation ends.

Form Heading: Add a custom heading to guide users, e.g., “We need your details to help you better.”

Form Fields: Select the information you want to collect: Name, Email, and Phone Number.

Success Messages:

• With Name: Personalized message that includes the user’s name, e.g., ”Thank you for sharing your details with us. How can we help you, {user_name}?”

• Without Name: Message displayed if the user did not provide their name, e.g., ”Thank you for sharing your details with us. How can we help you?”

Consent Message (Optional): Enable a consent message to inform users before they fill out the form.

This feature ensures you can seamlessly collect leads while maintaining a smooth chatbot experience.

The generated leads will be displayed in the Conversations section under the Leads tab.

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Human Handover

Human Handover allows your chatbot to seamlessly transfer conversations to your support team when users need human assistance. Instead of leaving users frustrated, your chatbot can offer multiple ways to reach your team -- via Email, WhatsApp, Instagram, Telegram, or Facebook Messenger.

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How It Works

When a user requests to speak with a human, or when your chatbot determines it cannot help further, the chatbot will:

1. Display a friendly transition message explaining that their request is being forwarded

2. Show channel buttons so the user can choose how to reach your team

3. For messaging channels (WhatsApp, Telegram, Instagram, Messenger): clicking the button opens the app directly with a conversation summary pre-filled (where supported)

4. For Email: clicking the button shows the contact form to collect the user's details, then sends an email to your support team

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Supported Channels

Channel	What Happens on Click	Pre-filled Message
Email	Opens in-chat contact form, sends email to your team	N/A (form collects details)
WhatsApp	Opens wa.me deep link in new tab	Yes -- conversation summary
Telegram	Opens t.me deep link in new tab	Yes -- conversation summary
Instagram	Opens ig.me/m DM link in new tab	No (platform limitation)
Messenger	Opens m.me link in new tab	No (platform limitation)

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Setting Up Human Handover

1. Navigate to ACTIONS → Human Handover

2. Toggle the feature ON

Configure when handover should happen:

• Instructions: Tell your chatbot when to trigger handover Example : "Handover to human if you cannot answer the user's question or if the user explicitly asks to speak with a human"

• Automatic Handover: Enable this to automatically hand over conversations when the chatbot fails to answer multiple questions in a row

Customize the messages that users will see:

• Transition Message: This appears when the chatbot decides to hand over the conversation. Example: "I'll forward your query to our human support team so they can better assist you."

• Confirmation Message: This appears after the user submits their information. Example: "Thanks! Our team has received your message and will get back to you shortly."

Configuring Channels

Each channel has its own configuration card. Enable the channels you want and provide the required details:

• Email: Enter your support email address. Optionally enable "Send confirmation to user" to send a receipt email. Ensure the Contact Form is set up in ACTIONS → Lead Capture.

• WhatsApp: Enter the support phone number in international format (e.g., [phone])

• Instagram: Enter your Instagram username (without the @ symbol)

• Telegram: Enter your Telegram bot or account username (without the @ symbol)

• Messenger: Enter your Facebook Page ID or username

At least one channel must be enabled when the Human Handover feature is turned on.

What Your Support Team Receives (Email Channel)

When a handover request is submitted via Email, your support team will receive an email containing:

• User's name, email, and phone number (if provided)

• A summary of the conversation

• A direct link to view the full conversation in your dashboard

• The session ID for reference

For messaging channels (WhatsApp, Telegram, Instagram, Messenger), the user contacts your team directly through the platform. The conversation summary is pre-filled in the message where supported.

Best Practices

• Enable multiple channels to give users flexibility in how they reach you

• Set clear instructions for when handover should occur

• Use friendly, reassuring messages to make users feel heard

• Enable automatic handover to catch cases where the chatbot gets stuck

• For Email, send confirmation emails to users so they know their request was received

• Regularly review handover requests to improve your chatbot's responses

Note — The Human Handover feature is available only for Essential and Business Plan.

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Email Notifications

Lead Form Email Notification

If you are on Essential or Business Plan, you have an additional Lead Form Email Notification feature. This feature sends you an instant email notification whenever a user fills out your chatbot's contact form. You'll immediately know when someone has provided their contact information, allowing you to follow up quickly.

How It Works

1. A user interacts with your chatbot and fills out the contact form (name, email, phone)

2. As soon as they submit the form, you receive an email notification

3. The email includes all the contact details and the conversation history leading up to the form submission

4. You can click a link in the email to view the full conversation in your dashboard

Setting Up Contact Form Email Notifications

1. Navigate to ACTIONS → Email Notifications

2. Toggle the feature ON

3. Enter the email address where you want to receive notifications

4. Make sure your contact form is enabled in ACTIONS → Lead Capture

What You'll Receive

Each email notification includes:

• Contact Details: Name, email, phone number, and consent status

• Conversation History: The complete chat conversation that happened before the form was submitted

• Quick Access: Direct links to view the conversation in your dashboard

Benefits

• Never miss a lead - get notified instantly

• See the full context of how the lead was generated

• Respond faster with all information in one place

• Track which conversations are converting to leads

Conversation Transcript Emails

This feature automatically sends you email transcripts of completed conversations. Instead of manually checking your dashboard, you'll receive a beautifully formatted email with the entire conversation history.

How It Works

1. A user has a conversation with your chatbot

2. After the conversation ends, you automatically receive an email within an hour.

3. The email contains the complete conversation transcript in an easy-to-read format

4. Each transcript includes user details, timestamps, and all messages exchanged

Setting Up Conversation Transcript Emails

1. Navigate to ACTIONS → Email Notifications

2. Toggle the feature ON

3. Enter the email address where you want to receive transcripts

4. Save your settings

5. You can optionally use the "Skip Transcript" checkbox. By ticking this checkbox, for a given conversation if you have already received a "Lead Form" mail or "Human Handover" mail notification, then the conversation transcript mail will be skipped.

What You'll Receive

Each transcript email includes:

• Conversation Summary: User name, date, time, and total number of messages

• Complete Chat History: All messages formatted exactly as they appeared in the chat

• Timestamps: When each message was sent (in your configured timezone)

• Quick Access: A direct link to view the conversation in your dashboard

Benefits

• Stay informed about all conversations without logging into your dashboard

• Review conversations at your convenience via email

• Keep a record of important customer interactions

• Share transcripts with your team easily

Note: The Conversation Transcript Emails feature is available for Essential and Business plans.

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Webhooks

What are Webhooks?

Webhooks allow you to connect your chatbot to external services and automate workflows. When your chatbot detects a specific situation or user request, it can automatically trigger an action that sends data to your webhook URL, integrates with your CRM, creates support tickets, or performs any other automated task you need.

How It Works

1. You create an action with a name and description

2. Your chatbot's AI reads the description and decides when to trigger the action during conversations

3. When triggered, the chatbot collects user information and sends it to your webhook URL

4. Your external service receives the data and can process it (create tickets, update CRM, send notifications, etc.)

5. The user sees a success message confirming the action was completed

Setting Up a Webhook

1. Navigate to ACTIONS → Webhooks

2. Click the "Add Action" button

3. Fill in the action details:

   Name (Required):

   • Enter a unique name for your action (e.g., "create_support_ticket", "schedule_appointment", "add_to_crm")

   • This name is used internally by the chatbot to identify the action

   • Use lowercase letters and underscores for best results

   Description (Required):

   • Describe when and why this action should be triggered

   • Be specific about the situations that should trigger it

   • Examples:

     • "Create a support ticket when the user asks for technical help or reports a bug"

     • "Schedule a demo appointment when the user expresses interest in your product"

     • "Add the user to your CRM when they request pricing information"

   • The chatbot's AI uses this description to decide when to trigger the action

   Webhook URL (Required):

   • Enter the endpoint URL where you want to receive the data

   • This is the address of your external service that will process the action

   • Example: https://your-service.com/api/webhook

   • Click the "Test" button to verify your webhook URL is working correctly

   Send Chat Summary (Optional):

   • Toggle this ON if you want the chatbot to include a summary of the entire conversation

   • This is useful when you need context about what the user discussed

   • The summary includes the user's questions, the chatbot's responses, and any issues that arose

   Success Message (Required):

   • Enter the message that users will see after the action completes successfully

   • This reassures users that their request was processed

   • Example: "Your support ticket has been created successfully. Our team will get back to you shortly."

4. Click "Save" to create the action

5. Toggle the action ON/OFF using the switch next to each action

Managing Your Actions

Editing an Action:

• Click the edit icon (pencil) next to any action

• Modify the details as needed

• Click "Save" to update

Deleting an Action:

• Click the delete icon (trash) next to any action

• The action will be removed immediately

Enabling/Disabling Actions:

• Use the toggle switch next to each action

• Disabled actions won't be triggered by the chatbot

• This is useful for temporarily pausing an action without deleting it

Example Use Cases

Support Ticket Creation:

• Name: create_support_ticket

• Description: "Create a support ticket when users report bugs, request technical help, or have issues with the product"

• Webhook: Your helpdesk system's API endpoint

• Success Message: "Your support ticket has been created. Ticket ID: [ID]. Our team will respond within 24 hours."

Lead Qualification:

• Name: qualify_lead

• Description: "Add user to CRM when they ask about pricing, request a demo, or express interest in purchasing"

• Webhook: Your CRM's webhook endpoint

• Success Message: "Thank you for your interest! A sales representative will contact you soon."

Appointment Scheduling:

• Name: schedule_consultation

• Description: "Schedule a consultation call when users want to discuss their needs or get personalized advice"

• Webhook: Your scheduling system's API

• Success Message: "Your consultation request has been received. We'll send you available time slots via email."

Note: The Webhooks feature is available for Essential and Business plans only.