Action Cards | Codeless Bot - Zoho SalesIQ

Action Cards

Action cards are used to perform actions based on the visitor's needs and information collected so far in the flow.

Channel compatibility and limitations

      
All action cards are supported in Facebook, Instagram, WhatsApp, Telegram, and LINE.

Criteria Router

The criteria router splits the conversation flow into various flows based on custom rules defined with the visitor's information. 


  • To add a Criteria router card to the bot's flow, click on the card holder (+) icon to view the cards gallery and select the Criteria router card under the action cards section.

  • Now, give your card a name and click on Add a rule.

  • Now, define a rule by entering the conditions in the search field or choose a rule based on the section header.

  • You can add multiple rules to perform multiple complex routing based on your business requirements. 
  • After adding all the required rules, click Save.

  • Once the card is configured, you can view all the flows based on the conditions specified in the criteria router cards. In case if the visitors don't match any condition, then they will be diverted to the ' Not matched ' flow.


Example -  Displaying offers based on different location criteria, in this case (Output), the visitor comes under  Not matched flow



Forward to Operator

The forward to Operator card can be used to hand over the bot conversations to an operator seamlessly. 

  • To forward the bot chats to operators, click on the card holder (+) icon to view the cards gallery and select the Forward to Operator cardsunder the action cards section.

  • Add name, message, and image for the cards.
  • Now, choose how to associate the department with the forwarded chat.
  • You can assign a department or allow the visitors to choose the departments. Uncheck ' Allow visitors to pick the department ' to assign a department to the forwarded chat.
  • Now, you have to assign operators to take over the chat. You either transfer the chat to all available operators in the department or select specific operators.
    • Transfer to all available operators in the department: This option will route the chat to all the operators of the department who are online.

  1. Transfer to selected operators: By selecting this option, you will be able to direct the chats to designated operators.
  2. Additionally, you can select the operator using either the email address (registered in SalesIQ) or the operator ID (ID of the operator from SalesIQ) through the context variable from the plug output. For example, using plugs, you can make a bot to transfer chats to the Zoho CRM lead owner (if they are associated as an operator in SalesIQ).
Note: Only the context variables created in plugs with Email and Number datatype are supported in this card


  • Finally, click on Save
  • Once you have added the flow cards, you have three possible flows
    • Offline hours (OF) - This flow is used when the cards is activated outside the company's business hours.
    • Operator not available (ONA) - This flow is used when the mapped operators are busy or not available at the time of forward.
    • Invalid operator (IO) - This flow is used when the mapped operators are disabled/deleted from the portal. And, On forwarding the chat to other department operators & fails due to their unavailability.

Example - Forwarding visitors to a sales department named Zylker to an operator Patricia. 


Go to

This card can be used to jump from one flow to another. You can either re-use/restart a flow from there. There are two types of Go To card that you can add inside the Codeless Bot builder:

  1. Individual Card - to show the flow jump as a separate cards
  2. Wire Connect   - to show the flow jump by wire
  • Click on the cardholder (+) icon to view the cards gallery and select the Go To cards under the action card section.

  • Choose the type of Go To card - Individual Card or Wire Connect

  • Specify the card name you want to go to. Once this card is activated, the flow will continue from the specified card. 
  • Click Save.

  • The above is a reference for individual Card.

  • The above is a reference for Wire Connect .

Note:  The type of Go To card cannot be changed once the configuration is saved.
Example - When the visitor clicks on "Just browsing" the flow is redirected to another card (Card name: [Flow 1 - flow 2] to [Flow 2 - Suggestion])




Add tag(s)

The add tag(s) card can be used to tag ongoing conversation. 
  1. To add tags, click on the card holder (+) icon to view the cards gallery and select the Add tags card under the action cards section.

  1. Give a name to the card and choose the tags to add, and click on Save.

Note: Only conversational tags are listed here. 

 
There are three possible flows upon the execution of the add tag(s) card: 
  1. Success: To add cards after the tag is associated successfully. 
  2. Failure: To add cards in case of tag association failure due to technical reasons.
  3. Misconfiguration: To add cards if the associated tag is deleted. 

Example -  Adding a tag named "Lead" to the ongoing conversation. 


  1. If the tag association is successfull, the respective tag ("Leads") can be seen in the conversations.

 

Plugs

Plugs in the codeless bot builder help to perform customized action/third-party integrations. To build plugs, navigate to Settings > Developers > Plugs . Once the plug is built and published, you can use those in the codeless bot builder. 

  • Click on the card holder (+) icon to view the cards gallery and select the Plugs card under the action cards section. 

  • Give your card a name, and select the Plug you want to associate from the drop-down.
Note: Only published Plugs will be listed here


  • Then, provide the context variables for plug's Input and Output fields
  •  Click Save.

There are two possible flows upon the plug card is triggered. The flows can be used to:

  • Success: To add cards upon successful execution of the plug.
  • Failure: To add cards in case of plug failure. This can happen due to wrong usage/values or technical issues.

Example: Scheduling an appointment using Zoho Bookings. 


Here, the name, email, phone, date & time are stored in the bot context and given as plug input. The output of the plug is stored in the bot context ( bookingid ), which can be used to display the booking ID to the visitor for their further reference. 

Related links:

Send Email

The send email card allows the bot to send automated emails during the bot conversation. 

  • To send emails during bot conversation, click on the card holder (+) icon to view the cards gallery and select the Send Email card under the action cards section.
This card will use the email address set up in the Global Settings (Settings > Global Settings > Email Configurations > Sender email address) as the From address.


  • Provide the card name.
  • Then, you can also use your existing Email templates for this card. All the templates from your portal will be listed here. You can either associate a template to the card or copy the subject and body from the email template to the card.
  • When an email template is associated with the card, the contents of the template will be synced with this card. Any changes made to the email template will be automatically updated on this card. 
Learn how to add email templates

  • To use the same email template without editing the email contents, subject, or body, click Use Template.

  • If you wish to make modifications to the chosen template, click on Edit & Use.

  • If you do not have any existing templates, you can create a custom subject and body for your email. You can also insert dynamic text by typing % to enhance the email's content.
  • Next, specify the recipient's email address and CC (carbon copy) recipients to send the email to the required address. 
  • Finally, click Save.

Attachements:

If files card are used to get files from the visitors, those files can be added as attachments to the email.  For that, use the files card, save them in the bot context and choose that context variable here. 



Note: Currently, custom files from the plugs cannot be added as attachments. 

There are two possible flows upon the execution of the Send email card: 

  1. Success: To add cards after the mail is sent successfully. 
  2. Failure: To add cards in case of failure due to technical reasons.
  3. Misconfiguration: To add card in case of the company email address is not available in the portal's email configuration. 


Example -  Send an welcome email for a new user along with a coupon code. 

 

    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION






                          Quick Links Workflow Automation Data Collection
                          Web Forms Enterprise Begin Data Collection
                          Interactive Forms Workplace Data Collection App
                          Encrypted Forms Customer Service Accessible Forms
                          Digital Forms Marketing Forms for Small Business
                          HTML Forms Education Forms for Enterprise
                          Contact Forms E-commerce Forms for any business
                          Lead Generation Forms Healthcare Forms for Startups
                          Wordpress Forms Customer onboarding Order Forms for Small Business
                          No Code Forms Construction RSVP tool for holidays
                          Free Forms Travel
                          Prefill Forms Non-Profit

                          Intake Forms Legal
                          Mobile App
                          Form Designer HR
                          Mobile Forms
                          Card Forms Food Offline Forms
                          Assign Forms Photography
                          Mobile Forms Features
                          Translate Forms Real EstateKiosk in Mobile Forms
                          Electronic Forms

                          Notification Emails for Forms Alternatives
                          Holiday Forms Google Forms alternative 
                          Form to PDF Jotform alternative





                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • Response Cards

                                                                                                                Response cards are used to send responses to the visitor such as text, images, videos, and links. Send Message This card can be used to send informative messages/files to the visitor. To add the Send Message card to the flow, click on the card holder ...
                                                                                                              • AI Cards

                                                                                                                AI cards are used to perform artifical intelligence related tasks. Currently, answer bot engine and the ChatGPT (OpenAI) are available. Channel compatibility and limitations All AI card are supported in Facebook, Instagram, WhatsApp, and Telegram. ...
                                                                                                              • Input Cards

                                                                                                                Input cards can be used to collect information from the visitor such as date & time, location, feedback, and more according to the requirement. Button Button card can provide multiple options and route the bot's flow based on the visitor's choice. ...
                                                                                                              • Visitor Info Cards

                                                                                                                Visitor info cards are used to collect type-based information like name, email, phone, website, etc. from the visitor and store them as per the requirement. Channel compatibility and limitations All visitor info cards are supported in Facebook, ...
                                                                                                              • Integration Cards

                                                                                                                Integration cards allow integration-related operations like mail subscription, ticket creation, lead creation, etc. These cards will work based on the configurations set under the product integration settings. Add Lead This card can be used to ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources