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Overview ℹ️

Actions are the tasks executed when the criteria are satisfied. Each action can be delayed, allowing it to be executed at a specific time. Available Actions:
  1. Send Message - Send a message to a chat or group.
  2. Reply to message - Reply to a message.
  3. Forward Message - Forward a message to another chat.
  4. Update Flag Status - Flag a message in Periskope.
  5. Delete a message - Delete a message from a chat.
  6. Notify HTTP - Send a notification/hook to an external HTTP endpoint.
  7. Create Ticket - Create a new ticket in Periskope.
  8. Assign Ticket - Assign a ticket to a user.
  9. Close Ticket - Close a ticket in Periskope.
  10. Add Ticket Label - Add one or more labels to a ticket.
  11. Add Chat Label - Add a label to a chat.
  12. Assign Chat - Assign a chat to a user.
  13. Update a Chat Custom Property - Update a custom property of a chat.
  14. Send an email - Send an email to a user.
  15. Set Ticket Due Date - Set a due date for a ticket.
  16. Update Ticket Custom Property - Update a custom property of a ticket.
  17. Attach Message To Latest Ticket - Attach a message to the latest ticket based on statuses.
  18. Close Chat - Close a chat conversation.
  19. Send Message To Chat - Send a message to a specified chat.
  20. Send Slack Webhook Notification - Send a slack webhook notification to a channel.
  21. Create Ticket On Freshdesk - Create a ticket on Freshdesk (requires Freshdesk integration).
  22. Create Ticket On Hubspot - Create a ticket on Hubspot (requires Hubspot integration).
  23. Create Ticket On Zohodesk - Create a ticket on Zohodesk (requires Zohodesk integration).
The available actions may vary based on the triggers selected. Not all actions are available for all triggers.You can add multiple actions to a rule and set delays for each action.

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1. Send Message Action 📩

The Send Message action allows you to send a message to a chat or group. You can customize the message content and choose the chat or group to send the message to.
Send Message Action

Send Message Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Message
editor
The message content to be sent. You can add variables to personalize the message.Example: Hello {{ chat.chat_name || '<fallback>' }}, your request has been received.
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Media
file
Optional media file to attach to the message. You can upload an image, video, document, or other supported file type.
You can add variables to the message content to personalize the message. Variables are placeholders that are replaced with actual values when the message is sent and if the variable is not available, the fallback value is used. Use variables to include dynamic information in the message, such as the chat name, sender name, or ticket ID.
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Maintain Flag status
dropdown (true/false)
Option to maintain the flag status of the previous messages after sending the reply.
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Enable Cooldown Period
dropdown (true/false)
Whether to enable a cooldown period after sending the message. You can set a cooldown period to prevent sending multiple messages in quick succession.
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Cooldown Period
<number> <seconds/minutes/hours/days>
The duration of the cooldown period. You can specify the period in seconds, minutes, hours, or days.

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2. Reply to Message Action 📩

The Reply to Message action allows you to reply to a message. You can customize the reply content and choose the message to reply to.
Reply to Message Action

Reply to Message Action

Difference between Send Message and Reply to Message The Send Message action sends a new message to a chat or group, while the Reply to Message action replies to a specific message in the chat by quoting it. Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Message
editor
The reply content to be sent. You can add variables to personalize the reply.Example: Hello {{ message.sender_name || '<fallback>' }}, your request has been received.
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Media
file
Optional media file to attach to the reply. You can upload an image, video, document, or other supported file type.
You can add variables to the reply content to personalize the reply. Variables are placeholders that are replaced with actual values when the reply is sent and if the variable is not available, the fallback value is used. Use variables to include dynamic information in the reply, such as the sender name or message content.
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Maintain Flag status
dropdown (true/false)
Option to maintain the flag status of the previous messages after sending the reply.
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Enable Cooldown Period
dropdown (true/false)
Whether to enable a cooldown period after sending the reply. You can set a cooldown period to prevent sending multiple replies in quick succession.
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Cooldown Period
<number> <seconds/minutes/hours/days>
The duration of the cooldown period. You can specify the period in seconds, minutes, hours, or days.

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3. Forward Message Action 📩⏩

The Forward Message action allows you to forward a message to another chat.
Forward Message Action

Forward Message Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Chat
dropdown
The chat or group to forward the message to.

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4. Update Flag Status Action 🚩

The Update Flag Status action allows you to flag or unflag a message in Periskope.
Update Flag Status Action

Update Flag Status Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Flag Status
dropdown (true/false)
The flag status to set for the message. You can choose to flag or unflag the message.

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5. Delete Message Action 🗑️

The Delete Message action allows you to delete a message from a chat.
Delete Message Action

Delete Message Action

This action is irreversible. Once a message is deleted, it cannot be recovered.You can only delete messages if you have the necessary permissions.
Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.

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6. Notify HTTP Action 🌐

The Notify HTTP action allows you to send a notification/hook to an external HTTP endpoint.
Notify HTTP Action

Notify HTTP Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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URL
string
The POST / URL of the external HTTP endpoint to send the notification to.

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7. Create Ticket Action 🎫

The Create Ticket action allows you to create a new ticket in Periskope.
Create Ticket Action

Create Ticket Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Attach message to latest ticket (if available)
dropdown (true/false)
If enabled, the message will be appended to the latest open ticket (if available) else a new ticket will be created.
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Assignee
dropdown
The user to assign the ticket to.
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Enable Round Robin
dropdown (true/false)
Whether to assign the ticket using the round-robin method. You can enable round-robin assignment to distribute tickets evenly among users.
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Check Assignee status for (Round Robin)
dropdown
This option is displayed when Round Robin is enabled. It determines how agent availability is considered when creating and assigning tickets:
  1. Consider shift timings: Only assigns tickets to agents who are within their configured work schedule
  2. Exclude users manually marked as offline: Only assigns tickets to agents who are not manually set to “offline”
  3. Exclude users marked as offline or away: Only assigns tickets to agents who are not marked as offline or away
  4. Consider both shift timings and user status: Only assigns tickets when both conditions are met (agent is within shift AND not manually marked offline)
For more details on setting user status and shift timings, check out docs here
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Priority
dropdown
The priority level of the ticket. You can choose from No Priority, Low, Medium, High, or Urgent. Only applicable when creating a new ticket.
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Labels
dropdown
The labels to add to the ticket. You can add multiple labels by selecting from the dropdown. Only applicable when creating a new ticket.

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8. Assign Ticket Action 🎫👤

The Assign Ticket action allows you to assign a ticket to a user.
Assign Ticket Action

Assign Ticket Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Enable Round Robin
dropdown (true/false)
Whether to assign the ticket using the round-robin method. You can enable round-robin assignment to distribute tickets evenly among users.
Round-robin assignment assigns tickets to users in a circular order. Each user receives a ticket in turn, ensuring an even distribution of tickets among users.
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Check Assignee status for (Round Robin)
dropdown
This option is displayed when Round Robin is enabled. It determines how agent availability is considered when assigning tickets:
  1. Consider shift timings: Only assigns tickets to agents who are within their configured work schedule
  2. Exclude users manually marked as offline: Only assigns tickets to agents who are not manually set to “offline”
  3. Exclude users marked as offline or away: Only assigns tickets to agents who are not marked as offline or away
  4. Consider both shift timings and user status: Only assigns tickets when both conditions are met (agent is within shift AND not manually marked offline)
For more details on setting user status and shift timings, check out docs here
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Assignee
dropdown
The user to assign the ticket to. If round-robin assignment is enabled, you can select multiple users to assign tickets to.

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9. Close Ticket Action 🎫❌

The Close Ticket action allows you to close a ticket in Periskope.
Close Ticket Action

Close Ticket Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Closing Note
textarea
The note to add when closing the ticket.Example: Ticket has been resolved.

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10. Add Ticket Label Action 🏷️

The Add Ticket Label action allows you to add one or multiple label to a ticket.
Add Ticket Label Action

Add Ticket Label Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Labels
dropdown
The labels to add to the ticket. You can add multiple labels by selecting from the dropdown.

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11. Add Chat Label Action 🏷️

The Add Chat Label action allows you to add a label to a chat.
Add Chat Label Action

Add Chat Label Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Labels
dropdown
The labels to add to the chat. You can add multiple labels by selecting from the dropdown.

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12. Assign Chat Action 💬👤

The Assign Chat action allows you to assign a chat to a user.
Assign Chat Action

Assign Chat Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Round Robin
dropdown (true/false)
Whether to assign the chat using the round-robin method. You can enable round-robin assignment to distribute chats evenly among users.
Round-robin assignment assigns chats to users in a circular order. Each user receives a chat in turn, ensuring an even distribution of chats among users.
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Check Assignee status for (Round Robin)
dropdown
This option is displayed when Round Robin is enabled. It determines how agent availability is considered when assigning chats:
  1. Consider shift timings: Only assigns chats to agents who are within their configured work schedule
  2. Exclude users manually marked as offline: Only assigns chats to agents who are not manually set to “offline”
  3. Exclude users marked as offline or away: Only assigns chats to agents who are not marked as offline or away
  4. Consider both shift timings and user status: Only assigns chats when both conditions are met (agent is within shift AND not manually marked offline)
For more details on setting user status and shift timings, check out docs here
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Assignee
dropdown
The user to assign the chat to. If round-robin assignment is enabled, you can select multiple users to assign chats to.

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13. Update Chat Custom Property Action 📃

The Update Chat Custom Property action allows you to update a custom property of a chat.
Update Chat Custom Property Action

Update Chat Custom Property Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Property
dropdown
The custom property to update. You can choose from the available custom properties.
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Value
string
The new value to set for the custom property.If the custom property is of type dropdown, you can select the option from the dropdown. If the custom property is of type text, you can enter the text value. If the custom property is of type date, you can select the date value from the calendar.

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14. Send Email Action 📧

The Send Email action allows you to send an email notification to any email address.
Send Email Action

Send Email Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Email
string
The email address to send the email to.
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Subject
string
The subject of the email. You can add variables to personalize the subject.Example: New ticket created: {{ ticket.ticket_id || '<fallback>' }}
You can add variables to the subject to personalize the email. Variables are placeholders that are replaced with actual values when the email is sent and if the variable is not available, the fallback value is used. Use variables to include dynamic information in the subject, such as the ticket ID or chat name.
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Body
editor
The email content to be sent. You can add variables to personalize the email.Example: Hello, new ticket {{ ticket.ticket_id || '<fallback>' }} has been assigned to you.
You can add variables to the email body to personalize the email. Variables are placeholders that are replaced with actual values when the email is sent and if the variable is not available, the fallback value is used. Use variables to include dynamic information in the email, such as the ticket ID, chat name, or sender name.

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15. Set Ticket Due Date Action 📅

The Set Ticket Due Date action allows you to set a due date for a ticket. The due date will be set after the specified time from the current date and time of rule execution.
Set Ticket Due Date Action

Set Ticket Due Date Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Due After
<number> <seconds/minutes/hours/days>
The time duration after which the ticket will be due. You can specify the duration in seconds, minutes, hours, or days from the current date and time of rule execution.

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16. Update Ticket Custom Property Action 📃

The Update Ticket Custom Property action allows you to update a custom property of a ticket.
Update Ticket Custom Property Action

Update Ticket Custom Property Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Property
dropdown
The custom property to update. You can choose from the available ticket custom properties.
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Value
string
The new value to set for the custom property.If the custom property is of type dropdown, you can select the option from the dropdown. If the custom property is of type text, you can enter the text value. If the custom property is of type date, you can select the date value from the calendar.

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17. Attach Message To Latest Ticket Action 🎫📎

The Attach Message To Latest Ticket action allows you to attach a message to the latest ticket based on ticket statuses. Only applicable if message is present.
Attach Message To Latest Ticket Action

Attach Message To Latest Ticket Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Ticket Status
dropdown
Select the ticket status of ticket to attach the message to. Options include:
  • Open/In Progress: Attach to tickets that are either open or in progress
  • Open: Attach only to open tickets
  • In Progress: Attach only to in progress tickets
Only applicable for open or in progress tickets.

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18. Close Chat Action 💬❌

The Close Chat action allows you to close a chat conversation.
Close Chat Action

Close Chat Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.

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19. Send Message To Chat Action 📩💬

The Send Message To Chat action allows you to send a message to a specified chat. This is different from the “Send Message” action as it allows you to explicitly select which chat to send the message to.
Send Message To Chat Action

Send Message To Chat Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Chat
dropdown
The chat or group to send the message to.
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Message
editor
The message content to be sent. You can add variables to personalize the message.Example: Hello {{ chat.chat_name || '<fallback>' }}, your request has been received.
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Media
file
Optional media file to attach to the message. You can upload an image, video, document, or other supported file type.
You can add variables to the message content to personalize the message. Variables are placeholders that are replaced with actual values when the message is sent and if the variable is not available, the fallback value is used. Use variables to include dynamic information in the message, such as the chat name, sender name, or ticket ID.

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20. Send Slack Webhook Notification Action 🔔

The Send Slack Webhook Notification action allows you to send a slack webhook notification to a channel.
Send Slack Webhook Notification Action

Send Slack Webhook Notification Action

Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.
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Webhook URL
string
The webhook URL to send the notification to. To create a slack incoming webhook to start receiving notifications, check here.
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Slack Notification Payload
json_editor
You can send slack blocks as notifications to the provided hook URL.In order to build a slack notification block, you can visit here.

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21. Create Ticket On Freshdesk Action 🎫🔗

The Create Ticket On Freshdesk action allows you to create a ticket on Freshdesk. This action requires a Freshdesk integration to be set up.
This action requires a Freshdesk integration to be configured. Please make sure you have a Freshdesk integration setup before using this action.
Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.

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22. Create Ticket On Hubspot Action 🎫🔗

The Create Ticket On Hubspot action allows you to create a ticket on Hubspot. This action requires a Hubspot integration to be set up.
Create Ticket On Hubspot Action

Create Ticket On Hubspot Action

This action requires a Hubspot integration to be configured. Please make sure you have a Hubspot integration setup before using this action.
Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.

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23. Create Ticket On Zohodesk Action 🎫🔗

Create Ticket On Zohodesk Action

Create Ticket On Zohodesk Action

The Create Ticket On Zohodesk action allows you to create a ticket on Zohodesk. This action requires a Zohodesk integration to be set up.
This action requires a Zohodesk integration to be configured. Please make sure you have a Zohodesk integration setup before using this action.
Action Inputs
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Delay
<number> <seconds/minutes/hours/days>
The delay before executing the action. You can specify the delay in seconds, minutes, hours, or days.