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Accept Invite

This Activity causes the agent to accept a Chat invite. This is usually the first Activity of a Chat Behavior.

Reject Invite

This Activity will mean that the Chat agent will reject a Chat session invite sent by a customer.

Close Interaction

This Activity closes the Chat interaction. The interaction remains in server memory. It instructs the agent to wait for the customer to close a Chat session.

Finalize Interaction

Usually used after Close Interaction. This clears the interaction completely. It instructs the agent to free and clean up any resources associated with the closed Chat session.

Request Add Interaction Data

This Activity causes the agent to attach data in the form of attributes to the current interaction.

Request Delete Interaction Data

This Activity causes the agent to remove specified attributes from the current interaction.

Request Update Interaction Data

This Activity causes the agent to update specified data on the current interaction. The data is in key-value pair form.

Request Execute Custom Activity

This activity executes a custom activity defined in Custom Activities, typically to interact with the Agent's desktop or browser. Refer to Custom Activities for more information.

Wait Custom Activity Result

Waits for a Custom Activity result if the activity execution was a SUCCESS or FAIL.

Verify Interaction Data

This Activity enables the user to validate data on the interaction. This data is usually routing information that the server attaches to an interaction as an attribute. Instructs the agent to inspect the Chat data for given parameters and their values.

Execute Validation Rule

Validates live interaction data against a rule set. Rule set can be chosen based on Categorization used in the Behavior.

Request Agent Not Ready

Sends a request to server to put agent into not ready state. Causes simulation of an agent not being ready to accept Chat session invites.

Wait Agent Not Ready

Waits for the server event that the agent has been put into not ready state. This Activity is usually used after Request.

Request Agent Ready

Sends a request to the server to put agent on ready state. Simulates agent being put into a state where it is ready to receive Chat requests from customers.

Wait Agent Ready

Waits for the server event that agent has been put into Ready state. This Activity is usually used after Request.

Request Transfer Single Step

This Activity causes the agent to immediately transfer the call to the specified party/number. This is also known as a Blind Transfer.

Send Chat Message

Sends a Chat message. The message is specified in attributes (key/value/type). The key should be TextMessage and the type should be String.

Wait Chat Message

Waits for incoming Chat message. This Activity is used when the agent is expecting a message from the customer (server), specified in the Attributes. This Activity requests the agent to wait for the receipt of a message from the customer.

Wait Transfer Single Step

This Activity waits for the server event that notifies agent that single step transfer is completed. This results in bridging customer with consult party and freeing up agent