Introduction to Utility Actions

Utility Actions provide additional control and logic within a chatbot flow. These actions help automate processes such as routing conversations, updating customer information, storing data in variables, performing conditional checks, and managing the chatbot workflow.

Unlike Send Actions, which deliver messages, and Ask Actions, which collect user input, Utility Actions manage how the chatbot operates behind the scenes.

They allow businesses to build more dynamic and intelligent chatbot experiences by controlling conversation flow, automating backend tasks, and enabling conditional decision-making within the bot.

In the Bot Builder interface, Utility Actions can be accessed from the Utilities tab when adding a new node to the chatbot workflow.

Accessing Utility Actions

Follow the steps below to use Utility Actions in your chatbot flow:

• Open the Bot Builder.

• Click Add Node in the workflow canvas.

• Select the Utilities tab.

• Choose the required Utility Action.

• Configure the action settings and connect it to the chatbot flow.

The Utilities tab provides multiple automation and workflow control options that enhance chatbot functionality.

Available Utility Actions

Utility Actions provide several functions that help automate chatbot workflows and manage conversations efficiently.

Trigger Path

Redirects the conversation to another path within the bot flow.

Trigger Action

Executes a predefined action automatically during the chatbot workflow.

Assign Conversation

Transfers the conversation to a specific user or team member for manual assistance.

Close Conversation

Automatically marks the conversation as closed after completion or inactivity.

Update Customer Fields

Updates or stores customer information such as name, email, tags, or custom fields.

Assign Variable

Stores user inputs or system-generated values inside variables for use later in the chatbot flow.

Get Dynamic Date

Generates real-time or calculated dates such as today, tomorrow, or future dates.

Format a Variable

Modifies how a stored variable is displayed, such as formatting dates, numbers, or text values.

IF Statement

Creates conditional logic that directs the chatbot flow based on defined conditions.

IF Statement Adv

Provides advanced conditional checks that allow more complex decision-making within the chatbot workflow.

Switch Case

Allows the chatbot to evaluate multiple conditions and direct the flow based on different possible values.

Intent Detection

Identifies user intent from messages and directs the chatbot flow accordingly.

Get Order Menu

Fetches available order menu items for use within chatbot flows, commonly used in ordering or e-commerce scenarios.

AI Agent

Enables AI-powered responses that allow the chatbot to intelligently handle customer queries using AI capabilities.

Why Use Utility Actions?

Utility Actions enhance chatbot automation and enable more intelligent conversations by controlling workflow behavior.

They help businesses to:

• Automate conversation routing

• Store and manage customer data

• Create conditional chatbot logic

• Trigger automated processes

• Integrate AI-powered responses

• Improve chatbot efficiency and workflow management

By combining Send Actions, Ask Actions, and Utility Actions, businesses can build powerful chatbot experiences that automate customer engagement while maintaining flexibility.

Summary

Utility Actions are essential for building advanced chatbot workflows. They allow businesses to automate backend processes, control conversation logic, and enhance chatbot intelligence.

Using Utility Actions effectively helps create structured, responsive, and scalable chatbot experiences that improve customer interactions and operational efficiency.