Actions and Operations Blocks

Article Quick Links:

• Actions Blocks
• Operations Blocks

This article has been designed to introduce you to Actions blocks and Operations blocks. These Blocks help you to perform more advanced actions and allow you to personalize interactions. 

Actions Blocks

Actions
Capture
Email
Web
Zendesk
Satisfaction

Capture

Capture blocks allow you to personalize your bot by creating flexible, customized conversations through the collection of chatter information. These personalized bits of captured information are  saved as variables and can be reused in answers, allowing you to create a tailored chat experience.

Refer to our Capture block guide for more information about setting up a capture block.

Zendesk

The Ada Glass Zendesk integration provides your customers with a frictionless experience that instantly escalates them from instant chatbot to live agent, without any steps in between. Chatters begin conversations with Ada’s automation, and if required, invite agents to join the chat to support the customer - all within the same interface.

For more information on configuring an Ada Glass Zendesk integration, please see this dedicated article: Ada Glass - Zendesk

Satisfaction

The satisfaction block allows you to track performance metrics based on CSAT and NPS, by sharing surveys that capture qualitative and quantitative responses. With this information at your fingertips, you can pivot in an instant and improve performance. 

For more information on configuring an Ada Glass Zendesk integration, please see this dedicated article: Satisfaction Survey

Operations Blocks

In addition to the blocks included in the Lite plan, Ada has a number of advanced blocks that you might consider adding to your bot in the future. A brief overview of each of these is provided in this section. If you are interested in exploring any of these great features in more detail, please reach out to your Ada Account Executive for more information. 

Quick Links

• Scheduled
• Conditional
• Sign In & Sign Out
• Redirect
  
  

Scheduled

Scheduled blocks allow you to configure your answer in such a way that predefined answers will be provided to the chatter based on a pre-set schedule. This is a great feature if, for example, your live chat agents only work for part of the day, you can use the scheduled block to handoff to a live agent during operating hours or handoff to an email ticket outside of operating hours. 

For more information on using scheduled blocks within your answers, please see this dedicated article: Scheduled Blocks

Conditional

Conditional blocks provide the tools to deliver the right message, to the right customer, at the right time – before they even ask. They make it simple for non-technical teams to build authentic automated experiences with deeply customized content that is tailored-made to each customer’s information, interest, and intent.

Examples of when you might choose to utilize this robust tool are to alert customers of important information as soon as it arises (ex. data usage, flight delays, or insufficient funds), treat your loyal customers with extra care by providing them with exclusive promotions, or engage customers with up-sells based on their behaviour, interests, and account information.

For more information on configuring conditional blocks, please see this dedicated article: Segmentation and Conditionals

Sign In & Sign Out

The sign in and sign out blocks form the framework of Ada's authentication feature. Authentication allows your customers to sign in to their account through the chatbot and verify who they are. This allows you to provide them with a more detailed and personalized experience, providing account-specific information that is only available once the customer has logged in.

For more information on configuring authentication and sign in and sign out blocks, please see this dedicated article: Authentication

 

Redirect

The redirect block allows you to transfer chatters from the current answer to a predetermined answer of your choosing without requiring customer input. Using this feature will ensure your customers have a guided experience when navigating the bot. Some examples of when you might utilize this feature are when using a conditional block and redirecting a chatter based on their response, reducing the amount of content you create in the bot dashboard, or providing your customers with different support options depending on their account type. 

For more information on using redirect blocks within your answers, please see this dedicated article: Redirect Block

For more on how to incorporate blocks from the block bar in your Answers, please see: How to Use Building Blocks

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Have any questions? Contact your Ada team—or email us at [e-mail].