Commands with a pre-defined behavior can be mapped to certain user-friendly keywords and passed as user input. This input is mapped to supported contextual actions for the most appropriate response in the chat.

Getting started with contextual actions

User inputs can be mapped to a contextual action in two ways.
  • UI-based mapping of comma-separated keywords to available contextual actions. For example: Hi, Hola - Start Conversation
  • Script-based mapping of user actions to available contextual actions. For example: User clicks "Start" menu - Start Conversation

Available contextual actions

Table 1. Pre-built contextual actions
NameDescription
Agent Command to request transfer to a live agent
Bye Command to end a conversation with a live or virtual agent
Help Command to request help using the bot
Hi Command to start or end a conversation
Logout Command to unlink the user messaging account from ServiceNow
Notifications Command to subscribe or unsubscribe from receiving notifications
Restart Command to end a bot conversation that is either in progress or runs into an error, and then begin a new conversation
Skip Command to skip an optional question
Notification Access the notification opt-in setting
Subscribe Subscribe to notification in the current channel
Unsubscribe Unsubscribe to notification in the current channel

Contextual action mapping

Map user inputs to base system contextual actions.

Before you begin

Role required: admin

About this task

Use the Contextual Actions [sys_cs_contextual_action] table to review the commands used in the chat integrations. You can add more keywords for a command. Each record for a pre-built command has this information:
Table 2. Contextual Actions fields
FieldDescription
Name Name of the command.
Commands Keyword for the command. You can add multiple keywords, separated by commas.
Description Explanation of the command
Applicability Application in which the command is used:
  • Virtual Agent only
  • Agent Chat only
  • Virtual Agent and Agent Chat

Procedure

  1. Navigate to All, and then enter sys_cs_contextual_action.list in the filter.
  2. Select a contextual action from the list.
  3. Add comma-separated keywords to the command field.
    For example: Agent, Live Agent, Transfer to agent.
  4. (Optional) Exclude specific messaging channels from contextual actions.
    1. Select the Insert a new row... text.
    2. Select the magnifying glass.
    3. Select the messaging channel you would like to exclude from the contextual action.
    4. Select the green checkmark to save.
  5. Select Update.

What to do next

Create bot messages specific to each channel.