Action is a step added within any given Thread. When strung together, Actions direct the behavior of a Thread and how it executes within a Conversation.
Actions include Sub-Actions. Sub-Actions are unique to the Action they are nested within and provide additional customizability when added to a Thread. Actions and Sub-Actions are configured within the Thread Builder in the Gladly Sidekick Dashboard.
- [A] – Actions. Look Up Order, Look Up Tracking Info, and Rules are Actions added to the Thread Builder.
- [B] – Sub-Actions. Ask Email and Rule are Sub-Actions added within Actions in the Thread Builder.
Here are other things to take note of regarding Actions and Sub-Actions:
- Certain Actions may require a specific integration to utilize (i.e., Cancel Subscription requires a Subscription integration).
- Actions may be deleted or modified at any time.
- If needed, multiple Sub-Actions may be added within a given Action.
Threads Actions table #
Below is a master table of Actions available across Gladly Sidekick. Help docs specific to each Action will provide an overview, potential integration requirements, and the Sub-Actions available per Action.
|Action Overview||Sub-Action(s) Available By Action|
|Cancel a Customer’s associated subscription.||None|
|Look Up Subscription|
|Use a Customer’s email address to find their subscription.||Ask Email|
|Pause a Customer’s associated subscription.||Pause Subscription|
|Cancel a Customer’s associated order.||None|
|Check Cancel Order Eligibility|
|Determine whether a Customer’s order is able to be cancelled.||None|
|Check Tracking SLAs|
|Check shipment statuses and determine whether a Customer’s order(s) is within SLA.||Delayed Shipments|
|Look Up Order|
|Look up a Customer’s associated order with the order number provided or via email||Ask Order Number Regex|
Ask Phone Number
Ask Order Number
|Look Up Tracking Info|
|Look up tracking information for the Customer’s associate shipments.||None|
|Update the Customer’s order using the Sub-Actions.||Add Order Tags|
|Look Up Customer|
|Look up a Customer using an email address.||Use Order Email|
|Update Customer information using the Sub-Actions.||Send Account Activation|
Add Customer Tags
|Look Up Return|
|Look up the Customer’s associated return using their order number.||Ask Order Number Regex|
Ask Order Number
|Refund the Customer’s associated order.||None.|
|Filter using the Sub-Actions to find the information the Customer is inquiring about.||Filter By Rule|
Filter By Question
|Detect sentiment and urgency in a Customer’s message.||Identify Topics|
|Ask the Customer a question.||Send Buttons|
Extract Order Number Regex
|Add Rules to the Thread.||Rule|
|Send a reply to the Customer.||Send Product Recommendations|
|Update the Conversation using the Sub-Actions.||Add Reply|
Add Internal Note
Update Conversation Fields
|Send Knowledge Base Results|
|Use Answers to reply to a Customer.||Ask Helpful|