Step Types

This section describes the different types of action step.

Assign value

Use Assign value to set the value of a database field.

This uses the same interface as the Calculation Builder. The assignment operator is =. As such, your assignment statement will look like: [TABLE.FIELD] = 1.

For a string field, remember to put the value between ' and ': [TABLE.FIELD] = 'value'.

Call web service

Use Call web service to make a call to a web service.

For example, you could create an action that contacts a postal company's web service to validate customer postcodes entered on the agent desktop.

Change CSS

Use the Change CSS step type to:

  • Change the label color of a data entry control (“color”).
  • Show/hide a data entry control (“display”).

For “color”, you can type a word like “red”, a HEX value, an RGB value, an RGBA value, an HSL value, or an HSLA value. For more information, see https://w3schools.com/cssref/pr_text_color.asp.

For “display”, you can type “block” to show the data entry control or “none” to hide the control. However, it’s a lot easier to just use the Set invisible step type.

Insert grid row

Use the Insert grid row step type to add a new blank row to a specified grid.

Insert snippet

Use the Insert snippet step type to insert a snippet into a HTML editor of a data entry element.

For example, to manage scenarios where a customer doesn't answer an outbound call, you can configure the outbound script to generate a follow-up email automatically. The content of the email can be provided by an Insert snippet action.

Reload grid data

Use the Reload grid data step type to reload the data in a specified grid.

Where the grid’s data source object has been updated, Syntelate XA will update the grid to reflect this.

Run JavaScript

Use run JavaScript to run scripts. There are two ways to insert the script:

  • Choose one of the commonly used functions from the Insert function dropdown; or
  • Manually enter the script into the box provided.

Screenshot of the Action Step Builder dialog settings with the Run JavaScript option chosen for Step type, and the Insert function dropdown focused.

This is an advanced feature to be used only by users familiar with JavaScript.

Select tab

Use the Select tab step type to activate a particular tab of a tabbed data entry element.

Set invisible

Use the Set invisible step type to make a control within a data entry element either invisible or visible.

When a control is invisible, agents cannot see it.

Set read-only

Use the Set read-only step type to make a control within a data entry element either read-only or not read-only.

When a control is read-only, agents cannot edit the value of that control.

Set required

Use the Set required step type to make a control within a data entry element either required or not required.

When a control is required, agents most populate it before they can close the interaction record.

Show message

Use the Show message step type to display a message in a dialog.

A dialog box in Syntelate XA

Stop completion

Use the Stop completion step type to stop the completion of an interaction record.

You’d typically use this in an action called from a Completion button. In the action, you’d check whether certain conditions have been met: say that either this field has been populated or that field. In the Steps to run when condition is false, you’d add the Stop completion step.