4 min read

ChatOnce building blocks: Actions

ChatOnce is part of OnceHub's lead acceleration platform. If you're looking to convert leads more quickly, then you've come to the right place!

Creating a smart chatbot to capture, qualify and engage with leads is very simple. Once you’ve planned what to say and ask, building your bot will only take a few minutes.

There are three types of building blocks, or interactions, that you can drag into your chatbot builder:

  • Chatbot questions allow you to find out more about your website visitors. For example, you could ask qualifying questions about their team size, financial needs, or personal goals.
  • Chatbot messages allow you to share links, documents, images, and videos with your website visitors. For example, you could share an ebook or video when a lead provides you with their details.
  • Chatbot actions allow you to connect website visitors with your team. For example, you could invite qualified leads to chat live with your team or schedule a meeting. You can also use actions to send internal email alerts or update your CRM.

In this article we will help you understand what chatbot actions are and when to use them.

What are chatbot actions?

You can add the following actions to your bot builder:

  • Live chat
  • Schedule
  • Email alert
  • Contact status
  • Sync contact
  • End chat


Live chat is ideal if you want to instantly engage with qualified leads. Or perhaps you want to ask visitors more questions before deciding if they're qualified. Either way, the live chat conversation will continue in the chatbot widget, creating a seamless experience for your visitor.

You can customize your bot to check if live chat agents are available online. If they are, your chatbot will offer live chat. If not, you can use conditional routing to offer them a scheduled meeting instead. If agents are available but none of them accept the live chat quickly enough, the bot can offer a scheduled meeting.

The Schedule action is ideal if your visitor is not ready for a live chat or, as mentioned, no agents are available. It allows your visitor to schedule with you without leaving the chat widget or the webpage they’re on. A scheduler will pop up in the chat widget showing time slots when at least one person on your team is available. The visitor can pick the slot that works best for their schedule.

You can offer various event types for scheduled meetings, e.g. a 30- or 60-minute meeting. You can even offer panel meetings by showing the combined availability of multiple team members. Your chatbot can offer scheduling to everyone or only route qualified visitors to this action.

Email alerts are internal actions and not visible to the website visitor. Once they reach a certain point in the conversation with the bot, it triggers an email alert to be sent to a team member(s). This action is useful if you want to alert your team about qualified visitors who answer in a specific way.

The same goes for Contact status. This action is invisible to the website visitor. Once they reach a certain point in the conversation, their contact status will be updated. You can set whether it gets updated to qualified, marketing qualified, sales qualified or disqualified. This action is useful if you want to track leads who met your qualification criteria.

Sync contact allows a visitor's information to be synced to your CRM once they pass a certain point in the conversation. The information syncs when the conversation ends or is abandoned. This action is not visible to the website visitor. Once the visitor has been synced to your CRM, your CRM will be updated every time you obtain new information from them in future interactions. Simply connect your OnceHub account to a CRM to use this function.

End chat ensures that you end the chat completely and that your bot doesn’t get up to any funny business.

If you'd like to see ChatOnce in action, why not check out our range of ready-to-go chatbot templates?

Why should you use chatbot actions?

You can increase your revenue by eliminating the delay between a visitor arriving on your website and being able to engage with your team. Read: Getting your lead from point A to ka-ching super fast. Engaging with leads is a critical part of lead acceleration. You’ll also delight qualified leads by inviting them to join a live chat conversation or schedule a meeting with your team hassle-free.

How do I get started with ChatOnce?

If you're new to OnceHub, you can get started with a free Starter account. It's completely free for 3 users and also includes access to ScheduleOnce and FormOnce.

If you're an existing OnceHub user, you don't need to pay extra to start using ChatOnce! Your existing user licenses for live chat, instant meetings, or scheduled meetings will work across all our products. Why not get started with one of our ready-to-go templates?