Managing Variables & Actions

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Introduction & Context

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Lesson 1: Understanding Variables

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What Are Variables?

• Capture user input (e.g., name, phone number, order details).
• Store API responses (e.g., retrieving order status). (Coming Soon)
• Pass data into API requests (e.g., including an ID for fetching details).

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How to Create a Variable?

1. Define a Name – Use letters, numbers, or underscores (e.g., user_name, order_id).
2. Choose a Data Type:
   • Boolean (True/False)
   • Integer (Whole numbers)
   • Float (Decimal numbers)
   • String (Text, such as names or messages)
3. Set a Prompt – Define how the variable gets its value.
   • Example: “Ask the user for their PIN code (must be 6 digits).”

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When to Use Variables?

• On-Call Triggering:
  • Before an API Call – Store user input to pass into an API request.
  • After an API Call – Save data received from an API response. (Clarification needed: What happens if the data isn’t stored?)
• Post-Call Triggering: Use the variable to execute actions after a conversation.

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Use Cases

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Lesson 2: Setting Up Actions

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What Are Actions?

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How to Create an Action?

1. Go to Manage Agents → Select Agent → Action Tab.
2. Click the ”+” button to open the “Create Action” card.
3. Enter a Name - Use only letters, numbers, or underscores.
4. Describe the Action – Example: “Trigger this action when the user asks about available offers.”
5. Select an Integration – Choose the service to execute the action.
6. Choose a Trigger:
   • Post-Call – Executes after the conversation ends.
   • On-Call – Executes during the conversation.
7. Create or Add Variables (Optional):
   • Use variables to store dynamic data like customer names or order details.
   • You can create new variables or reuse existing ones.

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Integration-Specific Fields

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For SMS Action:

• Message Template: Define the SMS content. Insert variables using curly braces:
  • Example: "Hello {{user_name}}, your order {{order_id}} is on the way!"

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For Email Action:

• Select Action: (Work in Progress)
• Template Name: Select an email template from Mailchimp.
• From Name & Email: The sender’s verified email address in Mailchimp.
• To Name & Email: The recipient’s email (variable input is recommended).
• Add Subject: Customizable subject line (can include variables).
• Merge Variables: Map platform variables to Mailchimp template variables:
  • Key: Variable in Mailchimp template.
  • Value: Corresponding variable created in Inya (use curly braces).

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For CRM Action:

• Select Action: Choose a CRM action (e.g., CREATE for adding new records). (Work in Progress)
• Module Name: Specify the CRM module (e.g., Leads, Accounts, Contacts, Deals).
• Payload: Define JSON data format:{ “Company”: “Example Corp”, “name”: “Smith”, “Email”: “john.smith@example.com”}

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For Ticket Action:

• Select Action: Choose a ticketing action (e.g., CREATE for new support tickets). (Work in Progress)
• Department ID: Specify the Zoho Desk department where the ticket should be created.
• Contact ID: Associate the ticket with a customer profile. Currently this is for testing the capabilities of the platform, but it will be a dynamic field in the future.
• Payload: Define the ticket structure in JSON format. The subject, description and priority are mandatory fields to create a ticket in Zoho Desk.

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For Custom API Action:

• Method & URL: Pre-populated based on the integration.
• Options to turn headers, params and body on and off will be available based on the API Method.
• Headers: Send additional information about your API request, such as authentication details or metadata:
  • Example:
    • Key: Authorization
    • Value: Bearer <your-token>
• Params: Params help filter or modify the request. You can add multiple key-value pairs.
  • Example: Filter by age:
    • Key: age
    • Value: 30
• Body: The body contains the data sent to the API, which is usually in JSON format. You can add multiple key-value pairs.
  • Key: name → Value: Jack Reacher
  • Key: email → Value: reacher@example.com
• Timeout: Define max wait time before the request times out. The platform will wait for a response from the server for the defined time before canceling the request. If the server doesn’t respond within this time, the request fails with a timeout error.

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Lesson 2: Testing your Actions