Anonymous Actions

An Anonymous Action is feature that can be leveraged within a Rule Action. Anonymous Actions can be used when the Rule requires one additional, unique Action. If the Rule requires more than one unique Action, a Pivot should be used instead.

A use case that might leverage an Anonymous Action is as follows:

1. Customer reports that they haven’t received their order yet.
2. Gladly Sidekick detects that the shipment is in transit and, per the SLAs configured in the Thread Builder, is still within SLA.
3. Only one additional Action is needed to help the Customer: replying to Customer (i.e. Send Reply Action) and assuring them their order will arrive on time.
4. Given that only one Action will need to be configured, an Anonymous Action is appropriate.

How to configure an Anonymous Action #

This video uses the above example to configure an Anonymous Action within the Thread Builder.

Key steps to configuring an Anonymous Action within a Thread #

1. Within the Thread builder click + and add a Rule Action.
2. Click Add Sub-Action within the Rule to add a Rule Sub-Action from the drop-down.
3. Label the Rule.
4. Within the Rule, configure the conditions within the IF section.
5. Select Action from the drop-down within the THEN section.
6. Select the desired Action from the drop-down (in this example a Send Reply Action is selected).
7. Click Edit Send Reply (the button label will change depending on the Action selected).
8. Add the appropriate customer-facing reply into the text editor (as seen in the video demonstration, a template will populate in the editor).
9. Click Save.
10. Click Back to Thread to navigate back to the main Thread.

Other things to take note of when setting up an Anonymous Action: #

• While only one Action is available within an Anonymous Action, multiple Sub-Actions within that Action can be added.
  
• [1] – Add Internal Note Sub-Action added within the Update Conversation Action.
• [2] – Add Reply Sub-Action added within the Update Conversation Action.
• [3] – Add Topics Sub-Action added within the Update Conversation Action.