---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Contextual actions for custom chat integrations

# Contextual actions for custom chat integrations {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Commands with a pre-defined behavior can be mapped to certain user-friendly keywords and passed as user input. This input is mapped to supported contextual actions for the most appropriate response in the chat.

## Getting started with contextual actions {#contextual-actions__section_ogb_xkt_vnb}

User inputs can be mapped to a contextual action in two ways.

* UI-based mapping of comma-separated keywords to available contextual actions. For example: Hi, Hola - Start Conversation
* Script-based mapping of user actions to available contextual actions. For example: User clicks "Start" menu - Start Conversation
{#contextual-actions__ul_xwl_zkt_vnb}

## Available contextual actions {#contextual-actions__section_asy_blt_vnb}

{#contextual-actions__table_zcg_vpt_vnb__entry__2}

| Name | Description |
|-|-|
| Agent | Command to request transfer to a live agent |
| Bye | Command to end a conversation with a live agent or a virtual agent whenever you are outside of a topic-selection prompt |
| Help | Command to request help using the bot |
| Hi | Command to start or end a conversation |
| Logout | Command to unlink the user messaging account from ServiceNow |
| Notifications | Command to subscribe or unsubscribe from receiving notifications |
| Restart | Command to end a bot conversation that is either in progress or runs into an error, and then begin a new conversation |
[Tabela 1. Pre-built contextual actions]

{#contextual-actions__table_zcg_vpt_vnb}

## Contextual action mapping {#ariaid-title2}

Map user inputs to base system contextual actions.

### Antes de Iniciar

Role required: admin

### Por Que e Quando Desempenhar Esta Tarefa

Use the Contextual Actions \[sys_cs_contextual_action\] table to review the commands used in the chat integrations. You can add more keywords for a command. Each record for a pre-built command has this information:  
{#contextual-action-mapping__table_gky_2ry_ypb__entry__2}

| Field | Description |
|-|-|
| Name | Name of the command. |
| Commands | Keyword for the command. You can add multiple keywords, separated by commas. |
| Description | Explanation of the command |
| Applicability | Application in which the command is used: * Virtual Agent only * Agent Chat only * Virtual Agent and Agent Chat {#contextual-action-mapping__ul_gbf_pcz_ypb} |
[Tabela 2. Contextual Actions fields]

{#contextual-action-mapping__table_gky_2ry_ypb}

### Procedimento

1. Navigate to All, and then enter <kbd class="ph userinput">sys_cs_contextual_action.list</kbd> in the filter.
2. Select a contextual action from the list.
3. Add comma-separated keywords to the command field.  
   For example: <kbd class="ph userinput">Agent, Live Agent, Transfer to agent</kbd>.
4. **Opcional:** Exclude specific messaging channels from contextual actions.
   1. Select the Insert a new row... text.
   2. Select the magnifying glass.
   3. Select the messaging channel you would like to exclude from the contextual action.
   4. Select the green checkmark to save.
   {#contextual-action-mapping__substeps_xhq_mns_xnb}
5. Select Update.

### O que Fazer Depois

[Create bot messages](https://servicenow-prod.fluidtopics.net/BWIqikDXY8b7muJcaiIemw#create-bot-messages "Create channel-specific bot messages.") specific to each channel.