Campaign Actions

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Set up an Action

• Prerequisites: To use this feature, make sure the following requirements are met:

  • Accessible API Endpoint: The API must be publicly accessible and able to receive and respond to HTTP requests.
  • Authorization: If the API requires authentication, ensure valid authorization credentials are provided.
  • Defined Triggers: Identify the script step or condition within the call that should initiate the API call.

• Adding an Action Step: To add an Action step, press the + Action button at the bottom of the subflow. You’ll need to define the Action Phrase, which is the spoken message during the execution of the action.

• Create an Action: Click the + button under Choose Action and begin configuring the request details.

• Configure API Endpoints: For each trigger, specify:
  • Action Name: A descriptive name for the Action.
  • HTTP Method: Select the appropriate HTTP method (GET, POST, etc.).
  • Endpoint URL: Enter the full API URL.
  • Trigger: Describe when the action should be executed.
  • Headers: Define any required headers, such as authorization tokens.
  • Parameters: If needed, add query parameters and a request body.

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Testing an Action

• Once you have completed the Action setup, use the Test Trigger button to simulate the API call.

• Confirm the request is correctly structured and that responses are handled properly.
• Monitor test calls to ensure the Action integrates smoothly with the conversation flow.

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Action Responses

• You can use API responses to enhance call flows:
  • Check Availability: Query stock, service hours, or agent availability mid-call.
  • Inform Callers: Use returned data to share real-time information with the caller.
  • Lookup Customer Records: Fetch user details from your CRM or database.
  • Schedule Appointments: Trigger bookings through external scheduling APIs.
  • Send Confirmations: Trigger emails or SMS messages after specific call steps.
  • Verify Identity: Validate caller-provided information via a secure API.
  • Route Conversations: Automatically guide the call flow based on API response values. (e.g., route the conversation based on the value of the active field returned by the API).