Action Calls
If you think of Hosted Controls as “nouns” describing the various elements of an application, then you can think of Action Calls as the “verbs”. Action Calls are behaviors that can be invoked on or by a Hosted Control. The tables below list the Action Calls available within Live Assist grouped by the Hosted Controls on which they operate.
Note: Some of these calls (marked with a † below) are only available on the WebClient (legacy CRM Package) and will not be included in the latest package with support for the Unified Interface.
Chat Activity
| Name | Action | Parameters | Description |
|---|---|---|---|
| Open Chat Activity | Open CRM Page | LogicalName= cxlvhlp_chatactivity id=[[ChatContext. ChatActivityId]+] | Render a particular chat activity record |
| Refresh Chat Activity | Refresh | Reload latest chat activity data |
Chat Context
| Name | Action | Parameters | Description |
|---|---|---|---|
| Open Chat Context | Navigate | url=[[ChatControl. ChatContextUrl | Show the context data for a particular chat conversation |
Chat Control
| Name | Action | Parameters | Description |
|---|---|---|---|
| Action Call to Focus on Chat Activity | FocusApplication | RedirectUrl=[[PostData]] ApplicationName=Chat Activity | Shift focus from Chat Control to Chat Activity control |
| Action Call to Focus on KB Search † | FocusApplication | ApplicationName=KB Search | Shift focus from Chat Control to Knowledge Base Search |
| Action Call to Focus on Contact | FocusApplication | RedirectUrl=[[PostData]] ApplicationName=Contact | Shift focus from Chat Control to Contact record |
| Action Call to Show Outside | ShowOutside | url=[[url]] | Shows the Chat Control outside of the USD desktop |
| Action Call to Switch Session | SwitchOrCreate Session | chatsessionid= [[$Session.Active ChatSessionId]+] IsSessionCreate=true | Switch to or create a new USD session for this chat conversation |
| Action Call to Focus on Chat Search | FocusApplication | RedirectUrl=[…] ApplicationName=Chat Search Page | Shift focus from Chat Control to Contact search |
| Action Call to Update Context | UpdateContext | LogicalName=contact Id=[[contact.Id]] | Update the chat context with CRM contact details |
| Action Call to Focus on Case when… † | FocusApplication | RedirectUrl=[…] ApplicationName=Incident | Shift focus from Chat Control to Incident report |
| Action Call to Focus on Contact when… | FocusApplication | RedirectUrl=[…] ApplicationName=Contact | Shift focus from Chat Control to New Contact form |
| Action Call to Switch Session on... | SwitchOrCreate Session | chatsessionid= [[$Session.Active ChatSessionId]+] IsSessionCreate=false | Bring focus to a USD session when its chat conversation has focus |
| Action call for Close New Chat Notification | Close | Closes the notification for new chat | |
| Action call for Show New Chat message Notification | Show | formname = NewChatMessageNotificationForm placementmode = absolute top = 5 left = 1 timeout = 2 |
Show Notification of new chat message |
| Action call for Show New Chat Notification | Show | formname = NewChatNotificationForm placementmode = absolute top = 0 left = 1 |
Show Notification of new chat |
| Attach Case to Chat Activity † | AttachCaseTo ChatActivity | incidentId=[[Incident.Id]] chatsessionid=[[$Session. Active ChatSessionId]+] | Attach a Case record to a Chat Activity record |
| Attach Chat to Session | AttachChatTo Session | Associate chat conversation with a USD session | |
| Chat Control Load | Default | Load the Chat Control | |
| Invoke Chat Action Call | InvokeChatAction | ChatPayLoad= [[PostData]] | Grab a chat off the queue |
| Popin Chat | MoveToPanel | RightPanel | Dock chat widget to RightPanel |
| Popout Chat | MoveToPanel | FloatingPanel | Undock chat widget |
| Read Chat Context | ReadChatContext | chatsessionid= [[$Session.Active ChatSessionId]+] | Read the Chat Context passed from Live Assist |
| Search KB with Last Chat Message † | ReadLastMessage | chatsessionid= [[$Session.Active ChatSessionId]+] | Invoke a KB search using the last chat message as the search query |
| Send Article Public URL † | Write Message | message=[[KB Article.publicUrl]+] | Write public URL for current KB article into chat |
| Send KB Public URL † | WriteMessage | message=[[KB Search.publicUrl]+] | Write public URL for selected KB article into chat |
| Associate Contact To Chat † | AssociateContactToChat |
chatsessionid=[[$Session.
contactInfo= { "contactId":"[[Contact.Id]+]",
|
Associates a Contact with the Chat Session. |
Chat Search Page
| Name | Action | Parameters | Description |
|---|---|---|---|
| Navigate to chat search page † | Navigate | url=/multientityquickfind/… | Invoke Contact search for unauthenticated chat |
| Search Call for Chat | Navigate | url=/multientityquickfind/… | Invoke a Contact search |
Co-browse Control
| Name | Action | Parameters | Description |
|---|---|---|---|
| Initiate Cobrowse | Navigate | url=[[Chat Control.CobrowseUrl]] | Starts a co-browse session |
| Close Cobrowse | Close | Closes the co-browse session |
Presence Control
| Name | Action | Parameters | Description |
|---|---|---|---|
| Presence Control Load | Default | Load the Presence Control |
Other Hosted Controls
Other Hosted Controls have Action Calls that dictate how they interact with Live Assist. These Action Calls are listed in the sections below.
CRM Global Manager †
| Name | Action | Parameters | Description |
|---|---|---|---|
| Focus Multi Search Page † | ShowTab | Chat Search Page | Automatically bring focus to the Chat Search page |
| Show Tab for Chat Context † | ShowTab | Chat Context | Reveal the Chat Context tab (on request) |
Contact †
| Name | Action | Parameters | Description |
|---|---|---|---|
| Navigate to chat contact † | Navigate | url=/main.aspx… | Automatically navigate to contact for authenticated chat |
KB Search †
| Name | Action | Parameters | Description |
|---|---|---|---|
| Search KB with Last Chat Message † | Search | query=[[ChatControl. LastMessage]+] results=5 blockClick=1 |
Invoke a KB search with the last message received in chat |
| Search KB with query † | Search |
query=[[PostData]] |
Searches records in the KM Control by passing a search string as a parameter |
Voice Control
| Name | Action | Parameters | Description |
|---|---|---|---|
| Initiate Voice | Navigate | url=[[Chat Control.VoiceUrl]] | Opens a new window for Voice and Video interaction |
| Close Voice | Close | Closes the Voice Control |