Action steps can be used in the Bot Editor for all available channels like AlcmeonChat, WhatsApp, etc.

They are used to perform internal actions within Alcmeon , usually on the previous message sent by the client, such as workflow-related actions (route to a team, transfer to an advisor, archive), save a Custom Field, and many more!

For the most part, they do not send a message and are invisible to the client.

Action Alcmeon

Editing a tag

Allows you to tag the customer's latest message with a qualifying tag value, or route their message to a team.

Select:

• The tag menu to edit, including the “Team” tag
• The value to set to this tag from the list

Transfer to an advisor

Forwards the customer's last message to the advisors' inbox.

This action is useful if the bot is responding to the customer's last message, because without it, the message would be in "Replied" status, and therefore invisible or almost invisible to advisors. With this action, on the other hand, the message is displayed in the inbox, in the "Received" section, and is therefore visible to advisors who are part of the team to which the message was routed.

Assign a value to a variable

Allows you to define a variable and assign it a value. This value is not tied to the client's last message: a variable is data associated with a user, not just the current message or conversation. It therefore persists from conversation to conversation.

The format of the formula to be written in this step is the "Jinja2" format https://palletsprojects.com/p/jinja/

It's a developer tool, to be handled with care, that allows you to "remember" something at a given point in the scenario, and use it later to:

• change the value of a qualification or routing (team)
• use it in a “Condition on variable” step to create alternative branches in the scenario
• use it in a “Custom Field” step to store it there
• use it as input into a subbot step designed for that purpose

Tag with a variable value

Allows you to use the value of an already initialized variable as the value for a qualification or routing (team) tag on the client's last message.

📄 NB: Note that the tag value label must be exactly the same as the variable value, otherwise an error will occur.

Archive

Archives the customer's last message. As a reminder, archiving a message in Alcmon means "deciding not to respond": the message is still accessible in the "Archived" tab in the inbox, but will not be offered for processing to advisors.

Personalized event

Allows you to record a custom event during a scenario. This allows you to retrieve statistics on whether a user has completed this action step once (or more than once). These statistics are then available in the Analytics / Volumes / Custom Events page.

The unique identifier for a custom event is its label, so be sure to choose a previously created event from the drop-down menu in this step, rather than creating a new one.

Custom events are common to all scenarios and accounts. They therefore have the enormous advantage of being able to provide statistics across all scenarios and accounts: for example, counting the number of users who choose option "1" to a certain question common to several scenarios on several channels; or counting the number of users who go through a certain scenario branch common to several channels.

📄 NB: The list of all your custom events is available in the “Settings / Bot Events” page which allows you to edit them, delete them or create new ones.

Save the contents of the message_content variable

⚠️Advanced feature, please contact Alcmeon support before using it.

Used in conjunction with the subbot step configured to use the "Internal Subbot" / "Capture Message Content" functionality.

In the scenario, this subbot step is first positioned to save the content of the client's latest message to the message_content variable, followed by the "Save content to message_content" action step, which saves the message content to an Excel file.

This feature is still in the testing phase, as the resulting Excel file is not available to Alcmeon users. Alcmeon's technical team will need to manually extract and transmit the data from this file.

API call

This step allows you to call APIs external to Alcmeon, typically your own APIs. The goal is to retrieve general or personal data from your customers in your Bot scenario or to send data to your IT systems.

This allows for the implementation of numerous high added-value use cases, as it avoids the need for a human advisor to handle the conversation.

For example, you can retrieve logged-in customer data, loyalty points, the status of their last order, their customer account preferences, etc. to personalize their experience in the bot.

You can also use this step to push data that the customer has provided to you into the bot scenario such as their email, phone number, consent to receive marketing communications, preferred store, location, etc. to complement the existing data in your CRM or other data repository that you have.

Technical documentation: https://developers.Alcmeon.com/docs/how-to-use-api-external-authorization
 

Custom Field

Allows you to save a variable or the content of the customer's last message in an already defined custom field.

This step first verifies that the variable value or the content of the customer's last message matches the expected data format in the custom field. For example, an integer custom field cannot store an email address.

If the format matches, the variable value or message content will be stored in the custom field and the step will result in "Success".

Otherwise, the step result will be “Failed”.

📄 NB: The list of all your custom fields is available in the “Settings / Custom Fields” page, which allows you to edit, delete, or create new ones. It also allows you to configure how each field appears for advisors in the Conversation Page and Inbox.

Transition with delay

Allows you to send a branch to the client now, then after a set delay, send another branch of the scenario to the client.

This is useful, for example, if you want the scenario to continue normally (i.e. now), saying "Thank you for this great day", and then, 23 hours later, send another message, such as the start of a satisfaction survey or an interesting new commercial offer, so that the customer wants to continue the conversation.