Important conversations should not require someone to manually relay the information to the rest of the team. A new request, a completed form, a flagged issue - these things need to reach the right people immediately, not when someone gets around to posting about them.

A customer submits a request through your agent that needs immediate attention from your operations team. Your agent handles the conversation correctly. But the operations team does not find out until the end of the day, when someone remembers to check and manually posts about it in their Space. By then the customer has already followed up twice.

Connecting Google Chat as an action means your agent posts to the right Space the moment the request comes in - no intermediary, no memory required, no delay.

In this article, you'll learn:

• What your agent can do with Google Chat as an action
• How to connect Google Chat
• How to configure the action trigger and response

What Your Agent Can Do

Once connected, your agent can use Google Chat to:

• Send a message or notification to a user or channel based on what happens in the conversation
• Deliver a conversation summary after a chat ends
• Alert your team when a specific trigger is met (e.g., a high-priority issue is raised)

Note: Connecting Google Chat as an action is different from using Google Chat as a knowledge source. This article covers using Google Chat to send messages. To use Google Chat as a source of knowledge, see Connecting Google Chat as a Knowledge Source.

How to Connect Google Chat

1. Go to the Actions tab.
2. Click + Create Action.
3. In the Create an Action modal, find Google Chat under the Integrations section.
4. Click Google Chat.
5. Log in to your Google Chat account when prompted and authorize Outlearn.
6. Once connected, configure the action:
   • Trigger: Write instructions for when this action should run.
   • Response Handling: Choose how the agent communicates the result to the user.
   • Settings: Name the action, choose which channels it runs on (Chat, Email, or both), and set a trigger limitation if needed.
7. Click Create Action.

Writing a Good Trigger

Your trigger tells the agent when to send a Google Chat message. Be specific about the situation:

"Use when the conversation ends and the user's issue has been resolved - send them a summary of the conversation."

"Use when the user reports a critical or urgent issue - send an alert to the support team channel." 

For more guidance on writing effective triggers, see How Actions Are Triggered During a Conversation.

Best Practices

• Set a Trigger Limitation of 1 per session for actions that send messages - you don't want the same message sent multiple times in one conversation.
• Test the action using the Preview panel before going live to confirm messages are sent correctly.
• Use descriptive Action Names (e.g., "Send conversation summary via Google Chat") so your team can easily identify actions in the dashboard.