Skip to content

Event Actions

Event actions are events that can be sent to a CRM based on specific actions in the SiX Agent. Typically, these are used for integration in non-ServiceNow CRMs.

Supported Event Types:

  • Phone Log - Fires on the completion of a contact.

Further criteria can be added to only fire events based on Contact Type, Contact Sub Type, Contact Direction, Skill, and Team. Each Event Action requires a Mapping to be attached. To use a template mapping for Salesforce, click the ADD SFDC MAPPING link.

Supported Mapping Types:

  • Create Object - Tells CRM to insert the object into the CRM (e.g., creating a Task in Salesforce).
  • Screen Pop - This type sends a Screen Pop URL to the CRM.
  • Flow - This type sends data to run a flow (Salesforce Flows).

Mapping Parameters:

Mapping parameters are a list of name/value pairs for each Mapping Type that will be sent in the event payload. Dynamic values can be added to the values by clicking the plus icon in the Value field. Available dynamic values include CRM Agent ID, Agent Name, CXone Agent ID, ANI, Call Direction, Chat Transcript, Comments, etc.