Create the actions for a Virtual Agent chat or messaging channel to send actionable notifications.

Before you begin

  • An action requires an associated, published (active) Virtual Agent topic, a Scriptable action, or a Flow action which can perform the action represented by a button in the notification, such as talk to an agent (live agent support) or bot feedback (Virtual Agent feedback). Consider working with your topic authors to determine the appropriate topics and corresponding actions. For more information about designing the Virtual Agent topics, see Getting started with Virtual Agent Designer.
    Note: Scriptable actions and Flow actions are asynchronous and are executed when you select the action without a Virtual Agent topic. You can select either an existing flow that is defined or coordinate with the flow authors to send actionable notifications.
  • Role required: virtual_agent_admin or admin

Procedure

  1. Navigate to All > System Notification > Provider > Notifications and select the notification for which you are defining actions.
  2. Navigate to the Notification Actions related list and select New Provider Action.
  3. Select a notification action.
    Figure 1. Select notification action
    The Notification Action page displaying the notification action types that user can choose and create. The available options are Scriptable Action, Flow Actions, and Virtual Agent.
  4. On the form, fill in the fields to define the notification actions.
    Table 1. Notification Content - Actions
    Field Description
    Name Name of the notification action. For example, Talk to an agent.
    Notification Notification that is associated with the action. This field is populated automatically with the notification that you created.
    Async Option to enable the action execution without blocking the current request.

    Both Script and Flow actions in Virtual Agent are asynchronous.
    Topic Virtual Agent topic that handles this notification action.
    Note: Virtual Agent Pro is required to send a topic with actionable notification.
    Script Script to execute the notification action.

    The script filed is available only when you select Scriptable notification action.

    Note: The Scriptable Action is available only for Virtual Agent Pro users.
    Application Application scope of the notification content.
    Active Option to activate the notification content.
    Choose Flow or Action
    Flow Flow to trigger the sequence of the notification action.
    Note:
    • You cannot choose the flow if you provided the action.
    • The Flow field appears only when you select Flow notification action.
    • The Flow Action is available only for Virtual Agent Pro users.
    Action Action to use the correct table and field configuration for the notification action.
    Note:
    • You cannot choose the action if you provided the Flow.
    • The Action field appears only when you select the Flow notification action.
    • The Flow Action is available only for Virtual Agent Pro users.
    Inputs
    Script Script to pass inputs to a flow action.

    This Script field appears when you select the Flow notification action.
  5. Select Submit.
  6. To define another action for the notification, repeat steps 3 through 5.

What to do next

Define link actions to notification content.