About Action Codes

Updated on 09 May 2024
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Action Codes are a set of instructions that initiate specified tasks in ACE. They are customizable and can be limited by permission roles to ensure appropriate access control. Examples of using action codes:

Logging calls and contacts
Printing specified letters
Navigation to different sections in account page

Note: If keyboard commands are not working or are causing unexpected results:
try setting a different sequence that is not causing the undesired results
check/update other action codes already using the keyboard command sequence
check other systems (operating systems, browsers, etc.) where the same keyboard command sequence is use

Locating Action Codes:

Go to Setup → Workflow → Action Code.

To view all default action codes, remove the filter located to the right of the action code field.

GIF Demonstrates Removing The Action Code Filter

Action Code Section

*Indicates required field

Field	Description	Note
Label*	Name of the Action Code	Displays in the dropdown list alphabetically in the Notate Account Section on the account page
Primary Collector Expires in Days	If Action Code is run then the account will be reset per this value	Use -1 if doesn’t apply Use 0 if primary agent expires today
Ctrl Key	If checked you can set the value with the key command	Not typically used
Alt Key	If checked you can set the value with the key command	Not typically used
Shift Key	If checked you can set the value with the key command	Not typically used
Keycode	Set the value with the key command
Code	Action Code	Displayed in the dropdown menu after label
Print Output Vendor	If the code is to print a specified letter, select the output vendor from the dropdown menu	See Printing Letters Via Action Code for details
Print Letter Profile	If the code is set to print a specific letter, select the letter template from the dropdown menu	See Printing Letters Via Action Code for details
Action Path	If the code is to trigger an action path, select it from the dropdown menu

Actions Section

(Optional) Use this section to specify the tasks or instructions for the Action Code to perform.

Click New to view the fields in the Action sub-screen.
1. Control Field: This section contains settings for the basic design of the action code.
2. Action Section: This section allows you to set values on trigger workflow.
3. Value Section: Name for the action being set.

Restricted to Roles Section

(Optional) Used if the action code should be restricted to certain users. See Add Permission Roles for more details.

Agent Action Code Use

As an example, consider using the "Outbound Right Party Answered" action code. When selected, it automates data entry in the Notate Account section, reducing manual work for agents.

To use an action code:

In the Action Code field within the Notate Account section, start typing the code until it displays in the dropdown.
Select the action code.
Click Apply or Apply to.

GIF Demonstrates Selecting Outbound Right Party Answered Action Code

Navigation Action Codes

Navigation Action Codes enable quick movement to different sections on the account page using keyboard commands. Customers can customize, add, or remove action codes.

For instance, the "Scroll to Bundle" action code allows using the "Ctrl + Alt + b" keyboard command to navigate to the Bundle section on the account page.

Image Displays Default Scroll to Bundle Action Code

The following GIF demonstrates an agent working on an account. The agent was in the “Notate Account” section, then initiated the keyboard command “Ctrl + Alt + b” to quickly move to the Bundle section of the account page.

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What's Next

Creating an Action Code

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