Action Nodes

Who can use this?

• Gallabox users with Bot Builder access.
• Roles: Owners and Admins

Action nodes perform operations on the conversation and its data — resolving conversations, assigning to agents, updating contact fields, changing order status, and enrolling contacts into sequences. These nodes don’t send messages; they change the state of the conversation or contact record.

Plan Availability

Node	Basic	Essential	Advanced
Resolve Conversation	✓	✓	✓
Assign Conversation	✓	✓	✓
Unassign Conversation	✓	✓	✓
Update Contact Fields	✓	✓	✓
Update Company Fields	✓	✓	✓
Update Order Status	✓	✓	✓
Update Order Payment Status	✓	✓	✓
Update Conversation Fields	—	✓	✓
Push to sequence	—	✓	✓

How Action Nodes Work

Action nodes execute in the background — they update records, change conversation states, or trigger workflows. The customer doesn’t see any of this happen. After executing, the flow immediately moves to the next node.

Action nodes are typically placed at the end of a flow branch or after an Ask node captures data that needs to be saved.

Action Node Types

Conversation Management

Resolve Conversation

Marks the conversation as resolved / closed. Removes it from the active inbox queue.

Example use cases:

• After completing an order confirmation flow
• After a FAQ answer satisfies the customer
• After collecting feedback at the end of a support flow

Configuration: Optionally add a resolution note that appears in the conversation history for the agent’s reference.

What it does:

• Sets the conversation status to Closed
• Removes it from the Open conversation list
• A new customer reply can reopen the conversation

Assign Conversation

Assigns the conversation to a user, team, bot agent, or the contact owner.

Example use cases:

• Route order-related queries to the sales team
• Assign high-value customer queries to a senior agent
• Route billing questions to the Finance team

Configuration options:

• User — select a specific team member
• Team — select a configured team
• Agent — select a bot agent
• Contact owner — use the owner already stored on the contact

Example:

Assign Conversation → Assignee Type: Team → Assignee: Sales

Unassign Conversation

Removes the current assignment — useful when a flow determines the conversation shouldn’t be assigned to anyone, or reassigns it to a general queue.

Example: If the bot resolves a low-priority issue that was auto-assigned, use Unassign Conversation to free up the agent’s queue.

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Contact & Company Data

Update Contact Fields

Updates a contact’s custom fields in Gallabox.

Example use cases:

• Save the customer’s preferred language after an Ask node
• Store the product interest they selected
• Record the campaign source they came from

Configuration:

1. Select the contact field to update (from your custom field list)
2. Set the value — can be a static value or a variable from earlier in the flow

Example:

Ask List: "Which product are you interested in?"
  Options: [Product A] [Product B] [Product C]
  → Stored in {{product_interest}}

Update Contact Fields → Field: "Product Interest" → Value: {{product_interest}}

Update Company Fields

Updates the company/organization fields associated with the contact.

Example use cases:

• Update the company tier (e.g., from “Trial” to “Paid”) after a conversion flow
• Record the company size when a lead fills out a form

Configuration: Same as Update Contact Fields — select the company field and set the value (static or variable).

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Order Management

Update Order Status

Updates the status of the WhatsApp Commerce order attached to the current bot session.

Example use cases:

• Mark a new order as “Pending” while it is being reviewed
• Mark order as “Shipped” after a fulfillment update
• Mark order as “Completed” after fulfillment finishes

Configuration:

Select the new status:

• new
• pending
• processing
• partially_shipped
• shipped
• completed
• canceled

Example:

Condition: {{payment_status}} = "paid"
  → true: Update Order Status → Status: "processing"
  → false: Send Text: "Payment not received — please retry"

Update Order Payment Status

Updates the payment status of the WhatsApp Commerce order attached to the current bot session.

Example use cases:

• Mark order as “Paid” after payment is confirmed
• Mark order as “Failed” if payment didn’t go through

Configuration: Select the new payment status:

• new
• pending
• paid
• failed
• canceled

Like other action nodes, this node reports a succeeded or failed status you can branch on after it runs.

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Sequence Enrollment (Essential+)

Push to sequence

Enrolls the contact into a Gallabox sequence — a multi-step automated message sequence.

Example use cases:

• After capturing a lead, enroll them in a WhatsApp nurture sequence
• After a demo request, enroll in a demo follow-up sequence
• After cart abandonment, enroll in a recovery sequence

Configuration:

1. Select the sequence from your sequence library
2. Optionally set a delay before the first step (e.g., “Start in 1 hour”)
3. Optionally override the contact’s existing sequence enrollment

Example:

Ask Email: "What's your email for our newsletter?"
  → Stored in {{newsletter_email}}

Update Contact Fields → Field: "Email" → Value: {{newsletter_email}}

Push to sequence → Sequence: "Weekly Newsletter Nurture"

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Conversation Fields (Essential+)

Update Conversation Fields

Updates custom fields on the conversation record itself (not the contact or company).

Example use cases:

• Tag the conversation with a category: “billing”, “support”, “sales”
• Record the bot flow that handled the conversation
• Store a reference number from an external system

Configuration: Select the conversation field and set the value (static or variable).

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FAQs

Resolve Conversation vs Unassign Conversation — what's the difference?

Resolve Conversation closes the conversation and removes it from the active queue — the customer can still reply, which reopens it.

Unassign Conversation removes the current team member assignment but keeps the conversation open and in the queue — it remains active and visible to other agents.

Use Resolve Conversation at the end of a successful flow. Use Unassign Conversation when you need to reassign the case or clear a wrong assignment.

The Update Contact Fields node isn't showing my custom fields — why?

Custom fields need to be created in Settings → Contacts → Custom Fields before they appear in the Update Contact Fields node. If a field is missing, go to Settings and add it first, then it will appear in the node’s dropdown.

Do I need to provide an order ID in Update Order Status?

No. The node uses the WhatsApp Commerce order attached to the current bot session. Select the new order status in the node.

What happens if a contact is already enrolled in a sequence when Push to sequence runs?

By default, if a contact is already in a sequence, the node will skip the enrollment (no duplicate). You can configure the node to:

• Restart the sequence from the beginning
• Keep the existing enrollment (skip)
• Update the enrollment with new data

Choose the behavior in the Push to sequence node settings.

Related Articles

• Flow Control Nodes — Condition, Delay, Switch, and other flow logic
• Send Nodes Overview — delivering messages after actions
• Ask Nodes Overview — collecting data before updating fields
• Bot Connectors Overview — how connectors work in bot flows
• WhatsApp Sequences Overview — building automated message sequences