Comm100 Bot Actions
Introduction

Comm100 Bot provides you with a set of actions connected in a guided workflow. These actions allow your bot to send content, collect information and perform some advanced actions while communicating with your visitor.  

Read on to find more on the actions available in Comm100 Chatbot , Task Bot, and Voice Bot.

Chatbot Actions

Comm100 Chatbot offers you the choice of selecting the Chatbot Engine. You can select the NLP, Keyword, or a Third Party Engine while creating a Chatbot.

There are multiple Chatbot actions available on the NLP and Keyword Engine. You can use these actions from the Answers section of Intents.

The following table lists the Chatbot actions available on Keyword and NLP Engine and the respective channels that support them. The Start action in the Answer section is available for all Channels and it allows you to start the answer flow. 

Actions 

Description 

Supported Channels 

Send Content 

Send a message 

This action allows you to send a message to the visitor. 

Pure Text: SMS, WeChat, WhatsApp  
HTML Text: Live Chat, Facebook, Instagram, Twitter Webpage  
Link: Live Chat  
Intent Link: Live Chat
Webview Link: Live Chat, Facebook, Twitter

Send an image 

This action allows you to send an image file or URL to the visitor. 

Live Chat, Facebook, Instagram, Twitter, WeChat, WhatsApp 

Send a video 

This action allows you to send the URL of a video to the visitor. 

Live Chat, Facebook, Instagram, Twitter, WeChat, WhatsApp 

Send quick reply options 

This action allows you to send up to ten quick reply options to the visitor. Each quick reply option leads to a further Chatbot action. 

Live Chat, Facebook, Instagram,Twitter 

Send canned quick reply 

This action allows you to send canned quick replies to the visitor. 

Live Chat, Facebook, Twitter 

Send numeric menu 

This action gives your customers the ability  to select menu options using numbers instead of text.  You can link these numbers to different options you wish to provide to the visitors. To check all the new actions available in Chatbot, see this article.   

WhatsApp, WeChat, SMS 

Collect Info 

Collect name 

This action allows you to collect the name of the customer. This data is saved to the variable "Name." 

All  

Collect email 

This action allows you to collect the email address of the visitor. This data is saved to the variable "Email." 

All  

Collect phone number 

This action allows you to collect the phone number of the visitor. This data is saved to the variable "PhoneNumber." 

All 

Collect company name 

This action allows you to collect the company name of the visitor. This data is saved to the variable "CompanyName." 

All  

Collect comment 

This action allows you to collect comments from the visitor. This data is saved to the variable "Comment." 

All 

Collect variable data 

This action allows you to collect custom information from the visitor and save it to a variable—for example, Username. You can create any variable. The variable value will only exist when the current bot is alive in a chat. 

All 

Collect location 

This action allows you to collect the visitor’s location 

Live Chat 

Send a form 

This action allows you to create forms and collect information from visitors. 

Live Chat 

Flow Operations

Conditions
This action allows you to create conditions in a flow builder. You can add multiple branches in a condition  and multiple conditions in each branch. To learn more about the Conditions action, see this article.  All
Go to intentThis action allows you to select and add an intent. All
Transfer chat This action allows you to transfer the chat to a specific agent, department, or transfer the chat based on routing rules. You can collect information or comment when agents are offline. Live Chat 

Contact agent option 

This action allows your visitor to chat with a Human-agent or leave a message when agents are offline. Live Chat, Facebook, Twitter

Go to task bot

This action allows you to transfer to a Task Bot.Live Chat 

Leave chat 

This action allows the Chatbot to leave the chat.Live Chat

Change ticket assignee

This action allows you to change the ticket assignee to any agent, department, or by using the routing rules. To check all the new actions available in Chatbot, see this article.   Facebook, Instagram, Twitter, WhatsApp, WeChat, and SMS. 

Advanced 

Set value

This action allows you to set values for Custom Variables and Pre-chat Field.

All

Send an emailThis action allows you to send an email to the visitor for better case follow-up or tracking, send an email to your team for records based on the scenario, send an email to visitors to collect feedback on the service you provided, and so forth.
All

Trigger a webhook 

This action allows you to send and receive data to an external server or third-party services like Salesforce, Zendesk, Zapier, etc, using Webhook.

All 

Show SSO Login Button
This action allows the visitor to log in via SSO. You can set a login button for visitors to log in and configure different branches for a successful and failed login.Live Chat

Book a meeting via Calendly

This action allows you to book meetings for the Live Chat channel. To check all the new actions available in Chatbot, see this article.   

Live Chat

Book a meeting via Microsoft BookingsThis action allows you to book meetings for the Live Chat channel.  
Live Chat

Salesforce 

Create a record
This action allows you to create a record to Salesforce across the Live Chat and Ticketing & Messaging channels. The information collected is saved into record fields in Salesforce. A record ID is created and saved to a variable. To learn more about the action, see this article.
All
Find a record
This action allows you to find a record in Salesforce by a field value. You can then save the field values of the found record into bot variables so that you can use them later in the flow. To learn more about the action, see this article.
All
Find a record by SOQL
This action allows you to write the advanced search statement to find records in Salesforce in the Intent-Answer or Event Messages flow builder across the Live Chat and Ticketing & Messaging channels. This action can be used where you do not get the desired results from the Find a record action. To learn more about the action, see this article.
All

Dynamics 365

Create a record
This action allows you to create a record to Dynamics 365 across the Live Chat and Ticketing & Messaging channels. The information collected is saved into record fields in Dynamics 365. A record ID is created and saved to a variable. To learn more about this action, see this article.
All
Find a record
This action allows you to find a record in Dynamics 365 by a field value. You can then save the field values of the found record into bot variables so that you can use them later in the flow. To learn more about this action, see this article.
All
Find a record by FetchXML
This action allows you to write the advanced search statement to find records in Dynamics 365 in the Intent-Answer or Event Messages flow builder across the Live Chat and Ticketing & Messaging channels. This action can be used where you do not get the desired results from the Find a record action. To learn more about this action, see this article.
All
Task Bot Actions

The Comm100 Task Bot also offers a set of Actions that you can use while building your Task Bot. You can use the Task Bot Actions from the Bot builder area. 

The following table lists the Task Bot Actions. 

Actions 

Description 

Send Content 

Send a message 

This action allows you to send a message to the visitor. 

Send quick reply options 

This action allows you to send up to ten quick reply options to the visitor. Each quick reply option leads to a further Task Bot Action. 

Send an image 

This action allows you to send the visitor an image file or URL. 

Send a video 

This action allows you to send the URL of a video to the visitor. 

Collect Info 

Collect name 

This action allows you to collect the name of the customer. This data is saved to the variable "Name." 

Collect email 

This action allows you to collect the email address of the visitor. This data is saved to the variable "Email." 

Collect phone number 

This action allows you to collect the phone number of the visitor. This data is saved to the variable "PhoneNumber." 

Collect company name 

This action allows you to collect the company name of the visitor. This data is saved to the variable "CompanyName." 

Collect comment 

This action allows you to collect comments from the visitor. This data is saved to the variable "Comment." 

Collect variable data 

This action allows you to collect custom information from the visitor and save it to a variable—for example, Username. You can create any variable. The variable value will only exist when the current task bot is alive in a chat. 

Collect location 

This action allows you to collect the location of the visitor. The collected location data can only be used in webhook. 

Advanced 

Trigger a webhook 

This action allows you to send and receive data to an external server or third-party services like Salesforce, Zendesk, Zapier, etc, using Webhook.

Show SSO login button 

This action allows the visitor to log in via SSO. You can set a login button for visitors to log in and configure different branches for a successful and failed login. 

Go to task bot 

This action allows you to transfer to another Task Bot when a present Task Bot is finished. 

Transfer chat 

This action allows you to transfer the chat to a specific agent, department, or transfer the chat based on the Campaign's routing rules. 

 

Voice Bot Actions

Voice bots are chatbots operating in voice channels. They can understand speech and talk with people like a human agent. 

The following table lists the Voice Bot Actions. 

Actions 

Description 

Send Content 

Play message 

This action allows the voice bot to play the text message to the caller.

Play audio

This action allows the voice bot to play an audio file to the caller. The maximum file size is 10MB.

  • For a Twilio channel voice bot, the file format can be: mp3, wav, aiff, gsm, and ulaw.
  • For a SIP channel voice bot, the file must be a WAV file in 8 kHz.

IVR  menu

The interactive Voice Response (IVR) Menu allows the voice bot to send a series of options to the caller. Callers can choose an option by pressing a key or speaking specific text. You can use this action to route callers to a dedicated workflow. 

Collect Info 

Collect DTMF digits

This action allows the voice bot to collect numeric value such as order number from callers and save it to a variable. You can define the number of input digits and the termination key.

Collect speech response

This action allows the voice bot to collect callers’ speech response and convert it to text and save it to a variable.

Flow  Operations

Conditions 

This action allows the voice bot to give different responses based on a set of rules. To learn more about the condition action, see this article.

Go to Intent

This action allows the voice bot to perform the action flow of another intent.

Transfer call

This action allows the voice bot to transfer the call to a specified phone number or a SIP URI.

End call

This action allows the voice bot to end the call.

Advanced 

Set valueThis action allows you to set values for variables.
Clear valueThis action allows you to clear the value of variables.

Trigger a webhook 

This action allows you to send and receive data to an external server or third-party services using Webhook. To learn more about using Webhook, see this article.