Actions

Actions define the tasks your AI agent can perform during a conversation, such as creating a support ticket, checking an order status, or listing payment methods. Every action consists of a name, description, and a defined set of input and output parameters.

Actions

The AI agent automatically invokes actions based on how a skill or flow is configured. When an action is triggered, it can use the returned values to personalize responses or continue the conversation accordingly.

For example:

• If a customer asks to cancel an order, the agent can trigger the request_order_cancellation action.
• If the action requires more information, such as an order_id, the agent can prompt the customer to provide it.

Create an action

Complete the following steps to create an action:

1

Select your AI agent.

2

Go to Actions > Actions Definitions.

3

Click New Action.

4

Select an existing flow to associate with the action.

5

Enter an action name in the Name field. For example, create_support_ticket.

6

Enter an action description in the Description field. For example:

If the agent can't assist or the customer requests human help, use this action to create a support case.

7

Specify input and output parameters for your action. For example, you can define the following input parameters for the create_support_ticket action:

• name
• email
• subject
• description

You can then define status as an output parameter.

8

Click Submit to create the action.