Use UI Actions
The Flex UI is constantly emitting event data that describes how the user is interacting with the Flex UI. As you write Plugins, the Actions Framework allows you to harness these events and define your own logic to describe how you want the Flex UI, CRM Data, or any other data, to change. You can register events before or after an action fires, or even replace the behavior of an Action.
Learn more about UI actions in our API documentation.
Register and Invoke an Action
Actions.registerAction(name: string, action: ActionFunction, payloadUpdate?: PayloadUpdateFunction)
Registers a named action and provides the code that should be run when invoking it. The payloadUpdate method is optional, and used for triggering a callback to modify the payload given to action invocation.
Actions.invokeAction(name: string)
Invokes a named action. Returns a Promise.
Actions.addListener(name: string, action: ActionFunction)
Implements a custom function to be triggered either Before or After a specific Action.
Add and Remove Event Listeners
You can add and remove event listeners.
Events supported:
before[eventName] (for example "beforeAcceptTask"
)
Called when a named action is triggered, but before the action body is run. You can abort the action that is provided with event body.
after[eventName]
Called after the action has stopped executing.
Note, the afterLogout
event is not supported. Once the Worker has logged out, they will be returned to the Flex login screen.
Replace an Action
Actions.replaceAction(name: string, action: ReplacedActionFunction)
Replaces the default implementation of a named action and provides an alternative implementation. The replaced action will be called with the same parameters as the original implementation, so you can add additional logic, then invoke the original action in your replacement function.
Common use cases and examples
Add an Action after a Task is accepted
Raises a JavaScript alert after an Agent has clicked to accept any Task.
flex.Actions.addListener(
"afterAcceptTask",
(payload) => alert("Triggered after event AcceptTask")
);
Ask for confirmation before accepting a Task
Generates a prompt before Task Acceptance; prevent that Action from running with an abort command if the user doesn't confirm.
flex.Actions.addListener(
"beforeAcceptTask",
(payload, abortFunction) => {
alert("Triggered before event AcceptTask");
if (!window.confirm("Are you sure you want to accept the task?")) {
abortFunction();
}
});
Customize an existing Action
Replaces the original Action for AcceptTask
. Injects custom logic to alert about the replacement, but executes the original Action.
flex.Actions.replaceAction("AcceptTask", (payload, original) => {
return new Promise((resolve, reject) => {
alert("I have replaced this Action");
resolve();
}).then(() => original(payload));
});
Register a custom Action
Registers a custom Action called MyAction
, which makes an HTTP request. We then add a listener to the action CompleteTask
which then invokes this custom Action. For example this could be used to update your CRM system.
flex.Actions.registerAction("MyAction", (payload) => {
return
fetch("https://my.server.backend.com/test")
.then(response => {
alert("Triggered MyAction with response " + JSON.stringify(response));
})
.catch(error => {
console.log(error);
throw error;
});
});
flex.Actions.addListener("afterCompleteTask", (payload) => {
return flex.Actions.invokeAction("MyAction");
});
Send a message after a Task is completed
Sends a post-conversation message once the task is in a wrap-up state. Could be used to send a survey, or notify a user that the agent closed the session.
flex.Actions.replaceAction("WrapupTask", (payload, original) => {
// Only alter chat tasks:
if(payload.task.taskChannelUniqueName !== "chat") {
original(payload);
} else {
return new Promise((resolve, reject) => {
// Send the message:
flex.Actions.invokeAction("SendMessage", {
body: 'Thanks for chatting. Your session is now closed.',
conversationSid: payload.task.attributes.conversationSid
}).then((response) => {
// Wait until the message is sent to wrap-up the task:
resolve(original(payload));
});
});
}
});
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