5. Custom Actions

Figure: Default Interface of Custom Actions

Field/Button	Description
Search	Searches the created custom actions
+ Create Action	Creates a new custom action

Table: Fields and Buttons in Custom Action Interface

5.1. Step 1 of Custom Action Creation

Figure: Step 1 of 2 Interface in Custom Action Creation

Field/Button	Description
Action Name	Defines the action name
Action Description	Provides a short description explaining when and why this custom action should be used
How Often to Show This Action After the Conversation	Defines how frequently to display the action after the conversation
Enable This Action	Enables the action to trigger
Continue	Proceeds to Step 2

Table: Fields and Buttons in Step 1 of Custom Action Interface

5.2. Step 2 of Custom Action Creation

There are three types of custom actions:

• URL Link – Redirects users to an external or internal URL when triggered.
• Contact Form – Collects user contact information through a predefined form.
• Custom Form – Captures structured, user-defined data based on configurable form fields.

1. URL Link

Fields/Button	Description
Button Label	Provides the label of the button to display on the action button in the user interface
Redirect URL	Provides the desired URL link
Go Back	Returns to Step 1 of custom action creation

Table: URL Link Fields and Buttons in the Setup Custom Action Interface

Figure: Step 2 of 2 Interface in Custom Action Creation

Figure: Success Message After URL Link Is Created by Clicking Create Action

Fields/Button	Description
Active (Toggle switch)	Enables or disables the configured URL Link custom action
Edit Icon	Manages the configured URL Link custom action
Delete Icon	Deletes the configured URL Link custom action
Save Changes	Saves the updates of the configured URL Link custom action

Table: Options Available for the Configured URL Link Custom Action

Figure: The Screen After Clicking Edit Icon

Figure: The Screen After Clicking Delete Icon

2. Contact Form

The Contact Form custom action consists of three main sections.

Sections	Description
Form Details	Provides general information about the contact form action
Form Fields	Uses the predefined input fields that will be displayed to users
Integration	Configures the API call that will be triggered when the form is submitted

Table: Sections Under the Contact Form Custom Action

Figure: Contact Form Interface

2.1. Form Details

Fields	Description
Form Title	Provides the title of the contact form
Form Description	Provides the description of the contact form
Submission Success Message	Provides the submission success message of the contact form
Form Submission Button Label	Provides the label of the button to display on the action button in the user interface

Table: Fields Under Form Details

2.2. Form Fields

The contact form includes four predefined fields:

• Name
• Email
• Phone
• Description

2.3. Integration

Figure: API Request Section

The API Request defines how form data is sent to an external system when the contact form is submitted.

Methods/Components	Description
GET	Retrieves data from the external system or server
POST	Sends data to the external system or server
Parameter	Filters, searches, or passes simple data to the external system or server
Header	Provides additional information required by the external system or server to correctly process the request
Body	Sends structured data, such as form submissions or JSON objects

Table: Methods and Components in the API Request Section

3. Custom Form

The Custom Form custom action consists of three main sections.

Sections	Description
Basic Information	Provides general information about the custom form action
Custom Form Fields	Adds the custom input fields that will be displayed to users
Integration	Configures the API call that will be triggered when the form is submitted

Table: Sections Under the Custom Form Custom Action

Figure: Custom Form Interface

3.1. Basic Information

Fields/Button	Description
Form Title	Provides the title of the custom form
Form Description	Provides the description of the custom form
Form Submission Message	Provides the submission success message of the custom form
Button Label	Provides the label of the button to display on the action button in the user interface

Table: Fields Under Overview Section

3.2. Custom Form Fields

Button	Description
+ Add Field	Adds the custom form fields

Table: Button in the Form Fields

Step 1: Click +Add in the Custom Form Fields of Custom Action The system displays the added form field.

Figure: The Custom Form Fields Section After Clicking "+Add" Button

Icons	Description
Check Box Icon for Required	Defines whether the field is mandatory or optional
Edit Icon	Edits form fields
Delete Icon	Deletes the added form fields

Table: Icons Available in the Added Custom Form Fields

Step 2: Click Edit Icon on the added form field The system shows the Edit Form Field pop-up.

Figure: Edit Form Field with Text Field Type (Default)

No	Field Type
1.	Text
2.	Email
3.	Phone
4.	Number
5.	Text Area
6.	Dropdown
7.	Checkbox

Table: Field Types Available in the Edit Form Field

Buttons	Description
Save	Saves the update or edit information in the edit form field
Cross icon	Cancels the form field editing process

Table: Buttons Available in the Edit Form Field Pop-up

For Text Field Type:

Fields	Description
Field Type	Selects the type of input field (e.g., Text, Number, Email) that determines how data is entered and validated
Label	Defines the display name of the form field shown to end users
Placeholder	Specifies the hint text displayed inside the field to guide users on what to enter
Default Value	Sets a pre-filled value that appears in the field when the form is loaded
Error Message	Provides the error message

Table: Available Fields for the Text Field Type

Figure: Edit Form Field for Text Field Type

For Email Field Type:

Fields	Description
Field Type	Selects the type of input field (e.g., Text, Number, Email) that determines how data is entered and validated
Label	Defines the display name of the form field shown to end users
Placeholder	Specifies the hint text displayed inside the field to guide users on what to enter
Default Value	Sets a pre-filled value that appears in the field when the form is loaded
Error Message	Provides the error message

Table: Available Fields for the Email Field Type

Figure: Edit Form Field for Email Field Type

For Phone Field Type:

Fields	Description
Field Type	Selects the type of input field (e.g., Text, Number, Email) that determines how data is entered and validated
Label	Defines the display name of the form field shown to end users
Placeholder	Specifies the hint text displayed inside the field to guide users on what to enter
Default Value	Sets a pre-filled phone number that appears in the field when the form is loaded
Error Message	Provides the error message

Table: Available Fields for the Phone Field Type

Figure: Edit Form Field for Phone Field Type

For Text Area Field Type:

Fields	Description
Field Type	Selects the type of input field (e.g., Text, Number, Email) that determines how data is entered and validated
Label	Defines the display name of the form field shown to end users
Placeholder	Specifies the hint text displayed inside the field to guide users on what to enter
Default Value	Sets a pre-filled value that appears in the field when the form is loaded
Error Message	Provides the error message

Table: Available Fields for the Text Area Field Type

Figure: Edit Form Field for Text Area Field Type

For Number Field Type:

Fields	Description
Field Type	Selects the type of input field (e.g., Text, Number, Email) that determines how data is entered and validated
Label	Defines the display name of the form field shown to end users
Placeholder	Specifies the hint text displayed inside the field to guide users on what to enter
Default Value	Sets a pre-filled value that appears in the field when the form is loaded
Error Message	Provides the error message

Table: Available Fields for the Number Field Type

Figure: Edit Form Field for Number Field Type

For Dropdown Field Type:

Fields/Button	Description
Field Type	Selects the type of input field (e.g., Text, Number, Email) that determines how data is entered and validated
Label	Defines the display name of the form field shown to end users
Option List	Selects one option in the custom form
Error Message	Provides the error message
+Add	Adds the option list
Delete Icon	Deletes or removes the option list

Table: Available Fields and Buttons for the Dropdown Field Type

Figure: Edit Form Field for Dropdown Field Type

Figure: Edit Form Field for Dropdown Field Type after Clicking "+Add" Button

Figure: Edit Form Field for Dropdown Field Type after Clicking the Delete Icon on Option2

For Checkbox Field Type:

Fields/Button	Description
Field Type	Selects the type of input field (e.g., Text, Number, Email) that determines how data is entered and validated
Label	Defines the display name of the form field shown to end users
Option List	Selects one option in the custom form
Error Message	Provides the error message
+Add	Adds the option list
Delete Icon	Deletes or removes the option list

Table: Available Fields and Buttons for the Checkbox Field Type

Figure: Edit Form Field for Checkbox Field Type

Figure: Edit Form Field for Checkbox Field Type after Clicking "+Add" Button

Figure: Edit Form Field for Checkbox Field Type after Clicking the Delete Icon on Option2

3.4. Custom Form Integration

Figure: API Request Section

The API Request defines how form data is sent to an external system when the custom form is submitted.

Methods/Components	Description
GET	Retrieves data from the external system or server
POST	Sends data to the external system or server
Parameter	Filters, searches, or passes simple data to the external system or server
Header	Provides additional information required by the external system or server to correctly process the request
Body	Sends structured data, such as form submissions or JSON objects

Table: Methods and Components in the API Request Section

4. API Integration

The API Integration defines how form data is sent to an external system when the custom form is submitted.

Methods/Components	Description
GET	Retrieves data from the external system or server
POST	Sends data to the external system or server
Parameter	Filters, searches, or passes simple data to the external system or server
Header	Provides additional information required by the external system or server to correctly process the request
Body	Sends structured data, such as form submissions or JSON objects

Table: Methods and Components in the API Integration Section

Figure: Integration Section

Figure: Custom Actions Interface After Contact Form and Custom Form Are Created