lookup actions provide a mechanism to execute server actions on the servicely instance server actions are typically used to perform lookups of servicely tables such as the user table field description general name name of element suggestions suggestion click + to create a suggestion for the user to select multiple suggestions can be created hint keep suggestions small no more that 3 4 words hint hitting enter after each suggestion will automatically create a branch for the suggestion actions action name the intelligent actions docid\ sw2j4odbsl7glesume4n8 (on the servicely instance) that you are calling action parameters click + under the action to create parameters for the server action provide a name and a value for the parameter branches server action response (branch name) the response returned from the service action script response code the (optional) parameter returned with the server action response the knowledge article action allows the flow to display a specific knowledge article field description name name of element response optional the response provided by sofi knowledge article url the url of the knowledge article hint copy perma link on knowledge article form open in new window (yes / no) yes opens article pop up window no options article in iframe on exisiting page hint optional provide hint to guide the user the knowledge search action performs a search against a knowledge classifier and returns the results field description name name of element response optional the response provided by sofi search text the search query use {{ initialquery}} to select the original utterance entered knowledge classifier enter the name of the sofi knowledge classifier that you want to use for this search by default is it knowledge boost words these words can be used to tune the accuracy of the search hint optional provide hint to guide the user the catalogue item action allows the flow to display a specific catalog item field description name name of element response optional the response provided by sofi catalogue url the url of the knowledge article hint copy perma link on catalogue item form open in new window (yes / no) yes opens item pop up window no options item in iframe on exisiting page hint optional provide hint to guide the user the catalogue search action performs a search against a catalogue classifier and returns the results field description name name of element response optional the response provided by sofi search text the search query use {{ initialquery}} to select the original utterance entered catalogue classifier enter the name of the sofi classifier that you want to use for this search by default is it catalogue boost words these words can be used to tune the accuracy of the search hint optional provide hint to guide the user choice list actions creates a servicely query and returns the data to be displayed in the choice list field description general name name of element response the response provided by sofi server action name the server action is a servicely script that you are calling eg dialogmanager userlookup refer server action scripts for more details variable name defines a custom variable that the server action script will be stored against if empty, the server action script uses the default variable defined within the script variables can be referenced elsewhere within the flow using the following syntax {{variable name parameter}} eg if variable name is selected user, to reference the name of the user from the lookup, enter {{selected user name}} hint optional provide hint to guide the user branches ok the server action response indicating a valid selection of a choice list no selection the server action response indicating a invalid selection of a choice list failthrough the user input action allows information to be collected from user that can be referenced within the flow field description name name of element response the response provided by sofi variable name defines the variable that the input will be stored against variables can be referenced elsewhere within the flow using the following syntax {{variable name parameter}} multi line enables multi line input hint optional provide hint to guide the user 📘to reference entities and variables from within the flow the yes/no response provides a simpler method of building questions with yes/no answers field description name name of element response the response provided by sofi hint optional provide hint to guide the user creates a record within servicely based on information contained within the flow, and return a defined set of information which can be used to provide the end user with the updated ticket information field description general name name of element response the response provided by sofi hint optional provide hint to guide the user ticket information short description sets the short description field description sets the description field auto classify (on/off) if on, sofi uses the classifier to predict and set record values defined by the classifier classifier the classifier used to auto classify the record display classification to user (on/off) displays the classification to the user advanced configuration table the table in which the new record should be created table view journal field the journal field that the chat log should be copied to reply text the text sofi should respond with are ticket is created classifier context which classifier context should be used (eg sva) server action name the name of any server action script that should be executed context variable name additional fields click + for each additional field that is required to be set on the record field name value the custom flow action enables a custom flow (typically developed by servicely professional services) to be called from within a flow field description general name name of element response the response provided by sofi hint optional provide hint to guide the user topic name reference to the custom flow branches ok this branch cannot be removed failthrough enables the flow to set field values on a servicely form, or catalog item the set field element sets field values on the 'target form' in the case of an sva based flow, the target form must be selected using the catalogue item design element, prior to the set field element in the case of a saa based flow, the target form is the form that is open at the time the conversation is active field description name name of element response the response provided by sofi hint optional provide hint to guide the user field name the name of the field on the target record that is to be set field value type templated text the text in the 'field value' will be copied to the 'field name' field on the target record conversation history the log of the conversation will be copied to the 'field name' field field value the value of the field