How to set actions in Echo

Train Echo on how you want it to act and close the loop automatically.

Choose what happens when feedback needs attention, from creating support tickets to notifying the right team. Echo takes action with the full conversation context, so nothing gets lost.

Navigate to the Actions tab to give your agent the ability to take action during conversations. Actions are organised into four categories:

Ticketing lets your agent create and manage support tickets. Connect tools like SurveySparrow Tickets, Zendesk, or SparrowDesk to automatically raise tickets with the full conversation context.

Under ticketing you will have
SurveySparrow tickets- With this you can create and assign support tickets directly within the SurveySparrow platform.

Click Connect to configure the action.

Give your action a name for this action.

Define the ticket details such as the team, priority, status, and subject. You can also set up your ticket workflow by choosing how tickets should be created and assigned.

You can also provide additional instructions for Echo to follow before creating the ticket. For example, you can instruct Echo to collect the customer's email address or any other required information before the ticket is raised. This ensures that the ticket contains all the necessary details when it is created.

Connecting with Zendesk
Connect Echo with Zendesk to automatically create support tickets or hand off conversations to a live agent, helping you close the loop with customers in real time.

Click Connect to configure the integration.

You can choose between a Zendesk ticket and Live chat handoff.

Zendesk Ticket – Use this option when the customer's issue needs follow-up but doesn't require immediate assistance. Echo creates a support ticket in Zendesk with the complete conversation context, so your support team can review and resolve it later.

For this, enter your Zendesk Subdomain, Admin Email, and API Token to establish the connection. Once connected, Echo can automatically create tickets with the complete conversation context.

Live Chat Handoff – Use this option when the customer needs immediate assistance. Echo transfers the conversation to a live Zendesk agent, allowing your support team to continue the conversation in real time with the full conversation history.

For this, enter your App ID, Key ID, and Secret Key to configure the integration. Echo will hand off the conversation along with the full customer context, allowing your support team to continue the conversation without the customer having to repeat themselves.

SparrowDesk

You can also connect your SparrowDesk account to help Echo close the loop with customers by creating support tickets or handing off conversations to a live agent.

Click Connect to configure the integration.

You can choose between two actions: Ticket creation and Live chat handoff

Ticket Creation – Use this option when the customer's issue requires follow-up. Enter your API Key to connect your SparrowDesk account. Once configured, Echo can automatically create support tickets with the complete conversation context.

Live Chat Handoff – Use this option when the customer needs immediate assistance. Echo transfers the conversation to a live SparrowDesk agent, allowing your support team to continue the conversation in real time with the full conversation history and context. This ensures customers don't have to repeat their issue after the handoff.

Book Appointments
You can also connect Google Calendar to let Echo schedule meetings and appointments during customer conversations.

Click Connect to configure the integration.

Give the action a name, connect your Google account, and configure the meeting details, such as the meeting title and attendee email. Once connected, Echo can check your availability and book meetings directly on your Google Calendar.

You can also add specific instructions to guide Echo on when and how to schedule meetings. For example: Book a 30-minute product demo if the customer requests one.

Connecting with Outlook

Connect Outlook Calendar to enable Echo to schedule meetings and appointments on your behalf during customer conversations.

Click Connect to set up the integration.

Provide a name for the action, sign in to your Outlook account, and configure the meeting details, including the subject, attendee email, and other meeting information. Once configured, Echo can check your calendar availability and schedule meetings without leaving the conversation.

You can also provide custom instructions to define when Echo should book a meeting. For example: Schedule a product walkthrough if the customer wants a live demo.

Click + Connect next to Calendly.

This integration allows your agent to share your scheduling link and confirm bookings with users without leaving the chat. It simplifies the process of booking meetings by leveraging your existing Calendly setup.

Give the action a name, connect your Calendly account, and select the event type you want Echo to book. Once connected, Echo can share available time slots and schedule meetings based on your Calendly availability.

You can also add specific instructions to guide Echo on when to schedule a meeting. For example: Offer meetings only for qualified leads who want to speak with the sales team.

Use Send Email to let Echo send emails automatically during customer conversations. This can be used to send confirmations, follow-ups, support updates, or internal notifications.

Click Create to configure the action.

Give the action a name.

Then configure the email settings, including the sender email address, sender name, reply-to email, and recipients.

You can also define the subject and email body, using variables to personalize the content for each recipient.

You can also add specific instructions to tell Echo when to send an email. For example: Send a confirmation email after a customer books a meeting.

Custom Actions let you connect Echo to any external system by calling your own APIs. Use this to automate custom workflows, update records, trigger business processes, or perform any action your use case requires.

Click Create next to Custom actions to configure.
You will have 4 steps under this

A new dialog titled "Custom actions › Create" will appear. This is where you will configure the details of your custom action. Click the Create button in the top-right corner of this dialog to begin.

In the "Action setup" section, enter a descriptive name for your action in the Action name field. This name should be lowercase and without spaces, as it's how the AI will refer to this action. For example, use fetch_order_status.

After naming your action, the dialog expands to show different action types. Select the API request option. This tells SurveySparrow that this custom action will involve making a call to an external API.

In the "API request" section, specify the HTTP method (e.g., GET, POST) and the full API endpoint URL. The example shown is a GET request to https://api.example.com/orders. Adjust these fields to match the target API.

To authenticate your API call, you'll typically need to add headers. Click on the Headers tab, then click + Add key value pair. Enter Authorization in the Name field and your authentication token (e.g., Bearer ...) in the Value field.

If your API requires data to be sent in the request body, switch to the Body tab. Click + Add key value pair to add parameters. For instance, you can add a parameter named order_id with a value of 12345 to send specific data to the API.

After configuring the API request details, including the method, URL, headers, and body, click the Save and continue button. This action saves your current configuration and progresses you to the next step in defining the custom action, such as testing the API response.