Activities

Overview

Activities in BotStudio define the actions a chatbot performs at different points in a conversation. These actions include sending responses, setting variables, integrating with external systems, and executing platform-specific functions.

This document provides an overview of activity types, with a focus on PCH Puzzel platform-supported actions.

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Adding an Activity

To add an activity to a node:

1. Navigate to the Conversation Flow page.
2. Select a node where you want to add an activity.
3. Expand the Activities section.
4. Click Add Activity and select the appropriate activity type.

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Activity Types and Their Functions

Response

• Sends a message to the user.
• Supports variables, links, and images using Markdown syntax.
• Example: Hello {customer_name}, how can I assist you?

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• Including Links and Images in Responses

  • Use Markdown to format links and images.
  • Example: [Click here](https://example.com) or ![Alt text](https://example.com/image.jpg)

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• Using Phrases

  • Phrases function as predefined responses.
  • Useful for ensuring consistent and efficient chatbot replies.
  • Example: A phrase named “Greeting” can contain the text “Hello! How can I help you today?”.

  Creating a Phrase

  1. Navigate to Advanced > Phrases.
  2. Click Add New Phrase.
  3. Provide a name and the actual phrase content.

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  Managing and Editing Phrases

  • Phrases can be edited and removed within the Phrases section.
  • Editing a phrase updates it everywhere it is used.

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• Generative AI Responses

  • Uses AI to enhance chatbot replies.
  • Options:
    • Make response friendlier
    • Make response clearer
    • Make response more formal
    • Generate new response from prompt

  Example: Enhancing a Response

  • Original: “I will check your request.”
  • Enhanced (Friendly): “Let me take a quick look into this for you!”

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Set Variable

• Stores user input or system-generated data.
• Example: Capturing the user’s name → user_name = {customer_name}

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Integration

• Calls external APIs to retrieve or send data.
• Example: Fetching a customer’s order status from an external system.

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Control Flow

• Adds conditional logic to chatbot interactions.
• Example: Directs users to different nodes based on their previous responses.

Call Model

• Invokes a Natural Language Understanding (NLU) model to classify user input.

Metric Signal

• Tracks chatbot performance metrics for monitoring and reporting.

Rich Responses

• Sends interactive buttons, images, or structured replies.
• Available for Zendesk and Puzzel integrations.

WYSIWYG Editor

• Formats chatbot responses with rich text, used primarily in Mailbot.

PCH Puzzel Platform Actions

Below are platform actions supported in PCH Puzzel.

Conversation Control Actions

Action	Function
Add Note	Adds a note to the conversation that only agents can view. It will be shown as a hidden message inside the transfered chat:
Conversation Sleep	Delays the virtual agent for a set duration. I.e. the virtual agent does nothing for X seconds.
End Conversation	Ends the chat session. I.e. stops the conversation with the virtual agent.
Move Chat	Transfers the conversation to another virtual agent variant.
Raise Error	Triggers an error state in the virtual agents flow which will cause it to go to the error node configured under https://botstudio.<your-domain>/bot/<bot-id>/edit-node/error

Agent and Department Actions

Prerequisite for using the platform actions in PCH:

Create an API-user for the bot to synchronize:

Enable Webaccess for the queues you want to use from within the bot here:
https://app.puzzel.com/admin/ServicesQueue/Index

If you don't have the dropdowns that fetches information dynamically, then you can set the IDs in the red circle above, to target the queues you want to fetch information from.

It should then be specified like this for example:

Action	Function
Get Department Online Agent Count	Checks how many agents are available in a department. Select the right department you want to check from the drop-down:
Get Department Waiting Time	Returns information on the wait time to a specific department Select the department you want to check from the drop-down:
Get Department Queue Size	Retrives the queue size for a given department Select the department you want to check from the drop-down:
Check if Department is Online	Get information whether there is at least 1 agent online in a given department Select the department you want to check from the drop-down:
Check if Department is Open	Get information about whether the given time module is open: This name can be found under this URL:  https://devapp.puzzel.com/admin/ServicesTime/Index You need to click the checkbox to mark it for webaccess
Transfer to Department	Routes the chat to a human support department. Select the right department you want to route to from the drop-down. You should end the conversation afterwards so the bot leaves. NOTE: If you don't have the drop-down here, then you need to use the system queue name from Puzzel. This can be seen by hovering over the name of the system queue you want to transfer to. Like this for example: It should then be specified inside BotStudio like this:

User and Metadata Actions

Action	Function
Get Visitor Name	Retrieves the visitor’s name for personalized responses. Dependent that the chat widget collects this data.
Get Visitor Info	Fetches additional session metadata. The response contains the URL that the user started the chat on. The output can for example look like this:
Send Metadata	The virtual agents can set two types of variables: Session variables and request variables. Session variables needs to be used for voice calls whereas request variable can be used for chat. NOTE: Session variables are created by giving your metadata a name that starts with "Bot." The activity transfers collected user data to human agents. This sets variables that the agents can then see. This could for example be a link to a ticket created by the virtual agent, a summary, information fetched from an API etc. In order for the agents to be able to see this information on calls, you need to enable "Screen popup" inside Puzzel.  Go to: https://app.puzzel.com/admin/UsersProducts/Index# Click "Screen popup": Follow this guide on configuring "Screen popup": https://help.puzzel.com/how-to/screenpop-and-crmpop-0 Add a variable to the configuration which matches the name of the metadata you are sending from the virtual agent. For example like this: <config> <screenpopup> <variable title="Callers number:" name="ciq_destination" mapping="none" /> <variable title="Info from API:" name="Bot.information_fetched_from_api" mapping="none" /> </screenpopup> </config> Where the variable information_fetched_from_api, is then sent from the virtual agent.  It would then look like this inside BotStudio:
Get Metadata	Retrives metadata from Puzzel PCC Chat application. The result can for example look like this: Or as JSON {"accessNumber":"Q_CHAT_BOT","customer":"18002","timezone":"W. Europe Standard Time","country":"NO","sessionType":"BoSE","queueKey":"Q_CHAT_BOT","queueId":876,"requestId":3014388,"userId":123567,"currentUserId":123570,"mediaType":"Chat","mediaSubType":2,"additionalInfo":null,"variables":{},"debug":"false","iqSessionId":"7b8a3de4-6e40-47fb-87ad-e92e0ffcb777","source":"980af448-499d-4c0c-8924-6205f123c70b","destination":"Chat_18002_Q_CHAT_BOT","external_links_clicked":[],"attachments":[]}
Set Reported Language	Used for dynamically setting the language of a given conversation. This means filtering in Conversation Logs, Statistics, & Insights, but also that you can for example detect the user-language and then use the detected language to dynamically alter the language of the chat, so GenAI responses will be generated in that language.

Communication Actions

Action	Function
Send SMS	A prerequisite for this is that SMS must be configured for your virtual agent. If the example below doesn't work for you, then please reach out to your Puzzel representative, who can help enable it. Sends a text message to a user’s phone. You should prepend the phone number with 00 and your country code. For the Danish phone number "12345678" it would thus look like this: The input fields support BotScript, allowing it to be dynamic based on the dynamic state of the VirtualAgent.
Send Email	A prerequisite for sending emails is that an email client is configured. Reach out to your Puzzel representative if the below example doesn't work for you, and you would like it to. Sends an email. It should be configured like this:
Send Frontend Event	Triggers an event in the chat widget or webpage. Can be used for navigating to a specific site or highligting a DOM element. Here is an example with navigation:

Authentication Actions

Advanced Chatbot Controls

Voice and Call Actions

Action	Function
Transfer to Phone	Transfers a call to a phone number: This activity would thus forward the call to the Danish phone number 12345678
Callback visitor	Request a callback to the visitor. This can for example be used for handling calls outside of opening hours: