Virtual Assistant task actions
Use task answers to update conversation details, create follow-up work and send outbound messages.
What it is
Task actions can do more than select the next question. They can update conversation details, record a consent choice, create follow-up work or send a message. The action belongs to a particular answer, skip or return branch.
Who uses it and why
- Administrators with Bot Trainer access configure which updates and communications each outcome should trigger.
- Operators receive the resulting tickets, notes, comments and conversation details.
- Visitors receive the configured follow-up messages or continue in the selected channel.
Where to find it
With the Bot Trainer role, open Settings › Bots › Virtual Assistant › Tasks, edit a draft and open the relevant step's answer actions. The action menu includes Set Department, Set Disposition, Set Tags, Start a Ticket, Send an Email and Send an SMS, subject to enabled services.
How it works
On an ordinary submitted answer, INSIDE applies the configured updates and outbound actions before continuing the task's next-step logic. Department changes and added tags can recalculate skills and channel routing. Verification applies the configured verification state.
Opt-in updates are explicit actions. Sending a message does not itself select Set Text Opt In/Out Flag, Set WhatsApp Opt In/Out or Set Email Opt In/Out Flag.
Email and ticket actions choose an account, recipient and content. Ticket configuration also supports a subject, description, assignment and CC and BCC. A recipient can come from the current visitor, an entered address or a collected field where supported. For a ticket addressed to the current visitor, INSIDE prefers the email of the currently linked identity.
Create Text Conversation can carry selected details from the current conversation, route the new work and postpone it. Create Whatsapp Conversation has separate return paths for an invalid number and a conversation that already exists.
Subsite-specific actions run alongside actions that have no subsite restriction. A visitor on one subsite can therefore trigger both a general action and that subsite's action.
Configure it
- Select the answer or outcome that should cause the action.
- Add the required update or outbound action. Choose its account, recipient source and content.
- For a ticket, review assignment, CC and BCC. For a new conversation, review inherited details, routing and postponement.
- Review subsite restrictions so general and specific actions do not send unintended duplicate communications.
- Check existing-answer behaviour and failure return paths.
- Preview the journey, then verify outbound actions with a controlled live test before using them with visitors.
Ask Powerfront to configure or change email and SMS accounts and service activation.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Set Department | Settings › Bots › Virtual Assistant › Tasks | No | Changes the department and recalculates the conversation's relevant routing context. |
| Set Disposition | Settings › Bots › Virtual Assistant › Tasks | No | Adds the configured outcome classification to the conversation. |
| Set Tags | Settings › Bots › Virtual Assistant › Tasks | No | Adds or removes conversation tags; adding tags can also affect routing. |
| Verification | Settings › Bots › Virtual Assistant › Tasks | No | Applies the configured visitor verification state. |
| Set Text Opt In/Out Flag | Settings › Bots › Virtual Assistant › Tasks | No | Explicitly updates the text-message opt-in choice when SMS is enabled. |
| Set WhatsApp Opt In/Out | Settings › Bots › Virtual Assistant › Tasks | No | Explicitly updates the WhatsApp opt-in choice when WhatsApp is enabled. |
| Set Email Opt In/Out Flag | Settings › Bots › Virtual Assistant › Tasks | No | Explicitly updates the email opt-in choice when email tickets are enabled. |
| Start a Ticket | Settings › Bots › Virtual Assistant › Tasks | No | Creates email follow-up work using the selected account, content, recipient and assignment. |
| Send an Email | Settings › Bots › Virtual Assistant › Tasks | No | Sends the configured email to the selected recipient. |
| Send an SMS | Settings › Bots › Virtual Assistant › Tasks | No | Sends the configured text message through the selected account. |
| From Account | Settings › Bots › Virtual Assistant › Tasks | No | Selects the outbound account for an action. Default account resolution can depend on the visitor's subsite. |
| Recipient Type | Settings › Bots › Virtual Assistant › Tasks | No | Uses the current visitor, an explicit address or number, or a collected field where that action supports it. |
| Add Internal Comment | Settings › Bots › Virtual Assistant › Tasks | No | Adds a comment for operators to the conversation. |
| Add Note with Reminder | Settings › Bots › Virtual Assistant › Tasks | No | Adds a follow-up note with the configured reminder. |
| Create Text Conversation | Settings › Bots › Virtual Assistant › Tasks | No | Starts a text conversation with optional routing, postponement and inherited conversation details. |
| Create Whatsapp Conversation | Settings › Bots › Virtual Assistant › Tasks | No | Starts a WhatsApp conversation and supports separate outcomes for an invalid number or an existing chat. |
Permissions
| Permission | Lets you |
|---|---|
| Bot Trainer | Configure business and outbound actions on task answer branches. |
Limits and good to know
- Available actions depend on the website's enabled services and configured accounts.
- Default account selection is contextual. For tickets, INSIDE checks subsite defaults and enabled accounts before falling back to website accounts.
- Automatic completion using existing answers does not repeat these ordinary side effects.
- Task completion is not a delivery receipt. Check the resulting ticket, conversation or outbound message.
- A failed later action does not promise to undo earlier updates or messages. Check what already happened before repeating the task.
- Add Internal Comment creates operator content rather than a public visitor reply.
Depends on and works with
+10 more · this feature uses
- Tags and conversation dataEnhances
Task actions add and remove conversation tags.
- Internal commentsEnhances
Task actions can add internal comments.
- Postponing conversationsEnhances
A newly created outbound conversation can be postponed.
- Contact opt-in and blockingEnhances
Consent updates are explicit actions, separate from sending a message.
- Email account and mailbox setupConfigured by
Email account settings supply sending identities and defaults for email and ticket actions.
- Email ticket handling and statusesConfigured by
Tickets created by tasks follow the configured ticket assignment and lifecycle policies.
- SMS number and channel setupConfigured by
SMS account settings determine the sending number and routing used by text actions.
- WhatsApp channel setupConfigured by
WhatsApp account settings supply the enabled business account used for new conversations.
- SubsitesEnhances
Subsites allow general and subsite-specific task actions to run together.
- Task notes and operator remindersEnhances
Add Note with Reminder lets a task branch schedule an operator follow-up.
View all connections as a list
This feature uses
- Virtual Assistant task setupRequires
Business and outbound actions must belong to an authored task branch.
- Virtual Assistant task steps and branchesRequires
Actions run as part of task execution.
- Virtual Assistant task data fieldsEnhances
Collected fields can supply recipients and message content.
- Existing answers in Virtual Assistant tasksConfigured by
Automatic existing-answer completion skips ordinary side effects.
- Virtual Assistant task messages and identityEnhances
Macros and language content personalise outbound messages.
- DepartmentsConfigured by
Department definitions supply the department selected by Set Department actions.
- Skillsets and skills-based routingConfigured by
Skill rules determine routing recalculations after task actions change departments or tags.
- DispositionsConfigured by
Disposition definitions supply the classifications selected by task actions.
- Tags and conversation dataEnhances
Task actions add and remove conversation tags.
- Internal commentsEnhances
Task actions can add internal comments.
- Postponing conversationsEnhances
A newly created outbound conversation can be postponed.
- Contact opt-in and blockingEnhances
Consent updates are explicit actions, separate from sending a message.
- Email account and mailbox setupConfigured by
Email account settings supply sending identities and defaults for email and ticket actions.
- Email ticket handling and statusesConfigured by
Tickets created by tasks follow the configured ticket assignment and lifecycle policies.
- SMS number and channel setupConfigured by
SMS account settings determine the sending number and routing used by text actions.
- WhatsApp channel setupConfigured by
WhatsApp account settings supply the enabled business account used for new conversations.
- SubsitesEnhances
Subsites allow general and subsite-specific task actions to run together.
- Task notes and operator remindersEnhances
Add Note with Reminder lets a task branch schedule an operator follow-up.
Used by
- Virtual Assistant task setupConfigured by
Business and outbound actions define the updates and messages performed on task branches.
- Virtual Assistant task steps and branchesConfigured by
Configured answer actions determine the business updates and outbound messages performed.
- Existing answers in Virtual Assistant tasksRelated
Automatic answer reuse skips ordinary business and outbound completion actions.
- Virtual Assistant task import and exportRelated
Imported outbound actions need destination account, recipient and routing review.
- Virtual Assistant tasks started by AutopilotEnhances
Action-only tasks can perform permitted business and outbound actions during voice calls.
- SMS number and channel setupEnhances
An outbound workflow action can choose a text number for a new conversation.
FAQ and troubleshooting
Why is an outbound action missing from the menu?
Check whether the relevant service is enabled and an account is configured. Ask Powerfront to review service activation.
Why were two messages sent for one answer?
Review the general and subsite-specific actions. Both can apply. Also check whether the visitor or operator repeated a branch containing a send action.
Why did the task succeed but no email arrive?
Check the recipient value, selected account and outbound result. A task's success does not establish delivery, and automatic existing-answer completion skips ordinary send actions.
Does selecting an opt-in action send a message?
No. The opt-in flag and the send action are separate choices. Configure each only where appropriate to the visitor's answer.