Contextual actions for custom chat integrations
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
| Name | Description |
|---|---|
| Agent | Command to request transfer to a live agent |
| Bye | Command to end a conversation with a live agent or a virtual agent whenever you are outside of a topic-selection prompt |
| 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 |
Parent Topic:Supported Virtual Agent and Agent Chat features for custom chat integrations
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:
| Field | Description |
|---|---|
| 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
Navigate to All, and then enter
sys_cs_contextual_action.listin the filter.Select a contextual action from the list.
Add comma-separated keywords to the command field.
For example:
Agent, Live Agent, Transfer to agent.Exclude specific messaging channels from contextual actions.
Select the Insert a new row... text.
Select the magnifying glass.
Select the messaging channel you would like to exclude from the contextual action.
Select the green checkmark to save.
Select Update.
What to do next
Create bot messages specific to each channel.