List of actions supported for the Issue wise action log API.
| Action | Use |
| create-issue | When the issue is created |
| add-tags | When tags are added to issues |
| add-tags-from-insert-faq | If an faq has issue-tags and the same faq is inserted in the issue reply, then the tag is also added to the issue. |
| remove-tags | When tags are removed from issues |
| insert-faq | When an faq is inserted into an issue |
| edit-note | When a note is edited |
| request-screenshot | When a screen shot is requested from the client |
| request-review | When an agent requests a review from a customer |
| reopen-issue | When a issue is reopened |
| assign-to | When an agent assigns an issue to another agent |
| auto-assign | When an issue is assigned to an agent as a result of auto assignment |
| reply | When a normal reply is added by end-user or agent |
| message | When the message is of type other than resolve, reply-and-resolve, follow-up-rejected, follow-up-accepted, follow-up-request, request-review, request-screenshot. |
| reply-and-resolve | When an agent replies and resolves an issue by clicking on "reply and resolve" button |
| resolve | When an agent resolves an issue by clicking on "resolve" button |
| reject | When an agent rejects an issue |
| block-email | When some client email is blocked |
| add-private-note | When a private note is added in an issue |
| share-issue-via-email | When an issue is shared via email |
| follow-up-request | When a follow-up to an issue is requested by an agent |
| follow-up-accepted | When a follow-up to an issue is accepted by user |
| follow-up-rejected | When a follow-up to an issue is rejected by user |
| add-cc-from-create-message | |
| remove-cc-from-create-message | |
| add-cc | When another agent is added in the cc list for an issue by an agent |
| remove-cc | When another agent is removed from the cc list for an issue by an agent |
| assignment-failure | When the issue assignment to an agent fails |
| fallback-assignment | When an agent gets issue assigned because auto assignment rules are not able to find an agent who is free or available. |
| add-csat | CSAT rating is added by user |
| edit-queue | When a issue's queue is changed |
| put-back-to-queue | When an agents puts an issue back to queue(Unassigns) |
| fallback-reply | When a queue bot adds a reply |
| add-cifs | When CIF is enabled in issue |
| edit-cifs-in-issue | When CIF is edited in issue |
| remove-cifs | When CIF is removed from issue |
| add-label | When SensAI Predict adds a label |
| change-label | When a label is changed |
| insert-quick-reply-by-widget | When a quick reply is inserted into the issue using the widget |
| insert-quick-reply-by-quick-search | When a quick reply is inserted into the issue using quick search |
| add-tags-from-insert-quick-reply | When tags of a quick reply are added into the issue when the quick reply is used |
| issue-bulk-action | For action trail of a bulk action |
| nominated-for-redaction | When an issue is nominated for redaction |
| nomination-for-redaction-approved | When the redaction nomination is approved |
| nomination-for-redaction-rejected | When the redaction nomination is rejected |
| redacted | When the issue is redacted |
| cif-validation-failure | When CIF is not updated due to validation failure |
| send-reengagement-email | Re-engagement email is sent for a webchat issue |
| reply-to-reengagement-email | Auto-reply is sent for customer's reply to a re-engagement email |
| execute-chatbot-logic-unit | Includes the values of properties (Ex: CIFS) which led to the execution of a bot step |
| execute-chatbot-api-step | Used to store snapshot status of api response along with splitter rule match information |
| partial-redaction | When an issue is redacted via partial redaction |
| reject-as-duplicate | When an issue gets rejected as a duplicate |
| translate-user-message | When agent clicks on translate button for any end user's message. |
| translate-agent-message | When agent clicks on translate button for a message typed in the text box. |
| update-end-user-language | When agent click on the UPDATE button to update the end user language. |
| translate-multiple-messages | When agent clicks on translate all messages button |