The following table defines the actions you can use in KANA Response and Response Live integrated version only.
|
Action |
Description |
Value |
|
Send an automatic acknowledgment. |
Acknowledgment template name |
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Category template text cannot be added |
Category hotkey |
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execute link |
Execute a link, if the rule criteria specified is satisfied. |
Select a link from the execute the link drop down list. |
|
Add a label to a message for one pass through the rules. The label is used during the session to trigger rules containing the Labeled As attribute. KANA Response deletes the label after the rules have been applied. Applicable for both incoming and outgoing messages. |
Any text, though KANA recommends no more than 50 characters. |
|
|
No response necessary; does not route. Closes immediately without responding. |
Autoresponse Agent |
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Chat request- cannot be route to any users Chat Transcript - can be routed to any queues and users |
Chat request- can be routed to any queues Chat transcript- can be routed to any queues as well as users |
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|
Send message to an address stored in a selected custom field. |
Categories or Acknowledgment Template, custom field, mailbox, Autoresponse agent |
|
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Changes a regular message to a secure message or vice versa. Check to see if "Prevent rules from changing the confidential flag is checked on the Mail Settings window. Clear the check box if you want to use this attribute. |
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Populate standard and custom fields in the KANA Response database that can be viewed in the Customer Profile. The information that is used to populate the fields comes from a KANA Message Markup Language (KMML) message returned from a specified URL. If the set fields action encounters a field in the KMML message for which a custom field has not been created in the KANA Response database, a warning message appears in the log file. This feature requires integration work supplied by KANA's System Integration partners. |
A valid URL that returns a KMML message |
|
|
Appends a string to the end of the notes field for a message. |
text |