Virtual Assistant task steps and branches
Guide a visitor through ordered questions and actions, choosing the next step from their answer.
What it is
A task guides a visitor through a sequence of questions, messages and actions. Each answer can lead to a different step. A task can also call another task and continue according to that task's result.
Who uses it and why
- Operators send an available task to collect information or guide a visitor through a process.
- Visitors answer questions and use the choices offered by the task.
- Developers work with a Bot Trainer to connect integration results to the appropriate task branches.
Where to find it
With the Bot Trainer role, configure tasks in Settings › Bots › Virtual Assistant › Tasks. Open a task version and review Task Steps and each Step Action. Operators use task controls in the conversation pane; visitors interact in the chat pane or supported messaging channel.
How it works
- INSIDE starts an enabled task and selects its first enabled step in the configured order, unless the start specifies another step.
- The visitor sees the question and its input controls. Message or action steps can continue without an answer.
- INSIDE checks a submitted answer and chooses its configured completion branch. Picklist and Boolean answers can have different branches for different choices.
- A permitted skip follows the skip branch. Without a specific skip action, the task moves to the next step.
- The selected action continues the sequence or ends it with a result.
Step Action includes Move To Next Step, Move To Previous Step, Replay Current Step, Jump to Another Step, Jump to Another Task and End Task. Integration and scheduling actions provide additional routes.
When a task calls another task, its return actions decide what happens after success, failure or an unavailable result. Ending a task does not necessarily end the conversation. The end action controls whether to close it, transfer it or continue with another task.
Configure it
A Bot Trainer adds and orders steps, then sets the completion and skip actions for each one. Set a branch for every visitor choice and a suitable return action for tasks or integrations that can fail. Preview the paths, publish the intended version and check that the task is enabled.
For manual use, enable Operator can Send Task and review its team and channel restrictions. Automated starts come from the relevant event, pre-chat or channel configuration.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Step Action | Settings › Bots › Virtual Assistant › Tasks | Yes | Chooses whether an answer advances, repeats, jumps to another step or task, runs an integration or ends the task. |
Permissions
| Permission | Lets you |
|---|---|
| Bot Trainer | Configure task steps and their answer branches. |
Limits and good to know
- A visitor normally has one active task at a time. A paused task still counts as active and can prevent another task starting.
- Disabled steps do not take part in the normal ordered sequence.
- Completing a step with an existing answer follows a separate path that does not repeat ordinary answer side effects.
- A successful task result describes the task's outcome. It does not confirm delivery of an email, SMS or other external action.
- Channel support affects how questions and controls appear. Check the journey on each channel you use.
Depends on and works with
+7 more · this feature uses
- Virtual Assistant task validation and retriesConfigured by
Configured help and failure routes determine how execution recovers from invalid input.
- Visitor event updates to customer contextConfigured by
Visitor-event actions select tasks for automatic starts and can request a forced restart.
- Virtual Assistant tasks started by AutopilotConfigured by
AI task functions select the task and stored prerequisites used for an AI handoff.
- Pre-chat survey for visitorsEnhances
Pre-chat intake can use a task before a conversation begins.
- Chat tasks and topics for visitorsEnhances
The visitor chat pane displays task questions and controls.
- Virtual Assistant tasks in messaging channelsEnhances
Messaging channels present supported task questions in channel-specific formats.
- Starting, ending and expiring chatsRelated
Ending a task and closing its conversation have separate outcomes.
+15 more · used by
- Virtual Assistant task pauses and handoverRequires
Pause, resume and cancellation act on an active task.
- Virtual Assistant task actionsRequires
Actions run as part of task execution.
- Task integrations, appointments and embedded pagesRequires
Integration actions run within the task sequence.
- Virtual Assistant task previewRelated
Preview simulates task paths without establishing their live execution or external results.
- Custom bots and FAQ botsEnhances
An active task affects bot expiry and tasks can invoke bot intent responses.
- FAQ bot training and automatic repliesEnhances
Tasks can request eligible automatically approved intent responses.
- Task notes and operator remindersRequires
The task must reach and execute the configured action.
- Virtual Assistant usageRequires
Running tasks create and update task and step activity.
- Virtual Assistant tasks started by AutopilotRequires
Normal task execution runs the selected steps and actions after handoff.
- Virtual Assistant task validation and retriesRequires
Recovery applies to the visitor's currently running task and step.
- Virtual Assistant tasks in messaging channelsRequires
Task execution collects replies and advances through steps.
- Live show RSVP, reminders and follow-upConfigured by
The selected callback task steps determine its follow-up questions and actions.
- Broadcast acceptance and queue action reportsEnhances
Queue actions can start Virtual Assistant tasks whose use and success are reported.
- Event, link and Virtual Assistant reportsConfigured by
Task branches and end statuses define the journeys and outcomes shown in task and intent reports.
- Media callbacks and embedded form resultsEnhances
An active task step can continue from an accepted embedded-form result.
View all connections as a list
This feature uses
- Virtual Assistant task setupRequires
Execution needs an authored task with enabled steps and configured branches.
- Virtual Assistant task drafts and publishingRequires
A task must have a published, enabled version before it can run.
- Virtual Assistant task data fieldsConfigured by
Field definitions determine how submitted answers are validated and stored.
- Existing answers in Virtual Assistant tasksConfigured by
Existing-answer choices can advance a step without asking again.
- Virtual Assistant task messages and identityConfigured by
Task and step content defines the questions and messages sent during execution.
- Virtual Assistant task pauses and handoverConfigured by
Task-control and handover actions determine when execution pauses, resumes, cancels or transfers.
- Virtual Assistant task actionsConfigured by
Configured answer actions determine the business updates and outbound messages performed.
- Task integrations, appointments and embedded pagesConfigured by
Integration actions and their return branches determine how external results continue the task.
- Virtual Assistant task validation and retriesConfigured by
Configured help and failure routes determine how execution recovers from invalid input.
- Visitor event updates to customer contextConfigured by
Visitor-event actions select tasks for automatic starts and can request a forced restart.
- Virtual Assistant tasks started by AutopilotConfigured by
AI task functions select the task and stored prerequisites used for an AI handoff.
- Pre-chat survey for visitorsEnhances
Pre-chat intake can use a task before a conversation begins.
- Chat tasks and topics for visitorsEnhances
The visitor chat pane displays task questions and controls.
- Virtual Assistant tasks in messaging channelsEnhances
Messaging channels present supported task questions in channel-specific formats.
- Starting, ending and expiring chatsRelated
Ending a task and closing its conversation have separate outcomes.
Used by
- Visitor activity and availabilityEnhances
A running workflow can keep a conversation available when the visitor goes away.
- Visitor popups and embedded contentEnhances
A popup click can trigger a configured task.
- Chat tasks and topics for visitorsRequires
Workflow execution determines the current step and next action.
- Appointment booking for visitorsEnhances
A task can open booking and continue according to completion or cancellation.
- Video Feed for visitorsEnhances
A configured offline video action can run a task.
- Virtual Assistant task setupRelated
Published task definitions supply the ordered steps and branches used during execution.
- Virtual Assistant task data fieldsRelated
Execution validates submitted field answers before continuing to the next task branch.
- Existing answers in Virtual Assistant tasksRequires
Existing answers are reused when a running task evaluates its current step.
- Virtual Assistant task pauses and handoverRequires
Pause, resume and cancellation act on an active task.
- Virtual Assistant task actionsRequires
Actions run as part of task execution.
- Task integrations, appointments and embedded pagesRequires
Integration actions run within the task sequence.
- Virtual Assistant task previewRelated
Preview simulates task paths without establishing their live execution or external results.
- Custom bots and FAQ botsEnhances
An active task affects bot expiry and tasks can invoke bot intent responses.
- FAQ bot training and automatic repliesEnhances
Tasks can request eligible automatically approved intent responses.
- Task notes and operator remindersRequires
The task must reach and execute the configured action.
- Virtual Assistant usageRequires
Running tasks create and update task and step activity.
- Virtual Assistant tasks started by AutopilotRequires
Normal task execution runs the selected steps and actions after handoff.
- Virtual Assistant task validation and retriesRequires
Recovery applies to the visitor's currently running task and step.
- Virtual Assistant tasks in messaging channelsRequires
Task execution collects replies and advances through steps.
- Live show RSVP, reminders and follow-upConfigured by
The selected callback task steps determine its follow-up questions and actions.
- Broadcast acceptance and queue action reportsEnhances
Queue actions can start Virtual Assistant tasks whose use and success are reported.
- Event, link and Virtual Assistant reportsConfigured by
Task branches and end statuses define the journeys and outcomes shown in task and intent reports.
- Media callbacks and embedded form resultsEnhances
An active task step can continue from an accepted embedded-form result.
FAQ and troubleshooting
Why will a second task not start?
Check whether this visitor already has a running or paused task. Resume, complete or cancel that task as appropriate before starting another.
Why did the visitor miss a step?
Check that the step is enabled, the previous branch points to it and the existing-answer rule does not skip it automatically.
Why did the task return to an earlier question?
Review Replay Current Step, Move To Previous Step and jump actions on the selected answer or return branch.
Why is the conversation still open after the task finishes?
Task completion and conversation closure are separate. Review the configured End Task action.