Customize the quick actions that appear on the chat toolbar.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Conversational Interfaces > Settings.
  2. Select Agent Chat and then on the Agent Experience card, select View All next to Quick actions.
  3. Do one of the following:
    • To create a quick action workspace action, select New.
    • To modify a quick action workspace action, select the quick action workspace action record you want to update.
  4. On the screen, fill in the fields.
    Table 1. Configurable Toolbar Control
    FieldDefinition
    Quick Action Quick action performed.
    Name Name of the quick actions workspace action.
    Use custom icon Option to display a custom, downloaded icon in the toolbar.
    Icon Image to display on the toolbar when Use custom icon is selected. Select Click to add... and on the Choose an image screen, select an image file.
    Note: Use an image with a square aspect ratio.
    Active Indicates whether this configurable toolbar control is active.
    Application Application scope of the quick action.
    Order Value of this quick action. Quick actions are executed from lowest order to highest order, so a quick action with an order of 100 is considered before a quick action of 200.
    Available on private chat tab Option that defines whether the quick action is available on the private chat tab.
    Applies to

    Condition that determines when the quick action is available.

    • Add Filter Condition- Filter the table that you select in the Table field to qualify a certain type of work item.
    • Add "OR" Clause- Add an "or" clause to the condition.

    For example, to make the quick action available only for conversations assigned to Beth Anglin, you select the Interaction [interaction] table in the Table. Then, in the Applies to field, you create the following filter: [Assigned to] [is] [Beth Anglin].
    Parameter value(s) Parameters needed for the quick action.
    Auto-submit Option for the agent to select a button and have the quick action and parameter post to the chat.
    Apply to all groups Option for making the quick action available to all user groups.
  5. Select Submit or Update.