Actions allow your AI agent to perform tasks beyond conversation, such as collecting data, scheduling meetings, or connecting to external services.

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What Are Actions?

Actions are predefined tasks your agent can execute during conversations:
  • Data Collection: Gather information from users
  • Human Handoff: Transfer to a live agent
  • Integration Actions: Connect to Calendly, Shopify, etc.
  • Custom Actions: Build your own via API

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Prerequisites

  • An active agent
  • Appropriate plan (some actions require Pro or Business)

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Action Types

Human Handoff

Transfer conversations to human agents when needed

Data Collection

Collect structured information from users

Calendly

Schedule meetings directly in conversations

Shopify

Look up orders, products, and customer info

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Step-by-Step: Create an Action

1

Navigate to Actions

Go to your agent’s Actions tab.
2

Click Create Action

Click the Create Action button.
3

Select Action Type

Choose from available action types:
  • Human Handoff
  • Data Collection
  • Integration (Calendly, Shopify)
4

Configure Action

Fill in the action settings (varies by type).
5

Save

Click Save to create the action.
screenshot: create action modal

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Human Handoff Action

Transfer conversations to human support when the AI cannot help.

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Configuration

SettingDescription
NameAction name (e.g., “Transfer to Support”)
When to UseDescribe when the agent should trigger this
Notification EmailsEmail addresses to notify
MessageMessage shown to user during handoff
ScheduleBusiness hours for handoff availability

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Example Configuration

Name: Transfer to Human Support
When to Use: When the user explicitly asks to speak with a human, 
             or when the issue is too complex for AI
Notification Emails: support@company.com
Message: "I'm connecting you with a human agent. Please wait..."
Schedule: Monday-Friday, 9am-5pm EST
screenshot: human handoff configuration

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Data Collection Action

Collect structured information from users during conversations.

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Configuration

SettingDescription
NameAction name (e.g., “Collect Lead Info”)
When to UseWhen to trigger data collection
FieldsInformation to collect
Required FieldsWhich fields are mandatory

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Example Fields

  • Name (required)
  • Email (required)
  • Phone
  • Company
  • Budget range
screenshot: data collection fields

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Integration Actions

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Calendly

Schedule meetings directly from conversations. Capabilities:
  • Show available time slots
  • Book appointments
  • Send confirmations
Setup: Connect Calendly in Integrations first.

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Shopify

Access store data during conversations. Capabilities:
  • Look up orders
  • Check product availability
  • Get tracking information
  • Search customers
Setup: Connect Shopify in Integrations first.

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Managing Actions

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Enable/Disable Actions

Toggle actions on or off without deleting them:
  1. Find the action in your list
  2. Click the toggle switch
  3. Disabled actions won’t trigger during conversations

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Edit Actions

  1. Click on the action card
  2. Modify settings
  3. Click Save

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Delete Actions

  1. Click the action card
  2. Click Delete
  3. Confirm deletion

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Action Limits

PlanActions
Free1
Pro5
BusinessUnlimited

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Best Practices

Be specific about when the agent should trigger each action. This helps the AI make better decisions.
Always test new actions in the Playground before deploying to production.
Only collect information you actually need. Long forms reduce completion rates.
Always have a human handoff option for issues the AI cannot resolve.

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Troubleshooting

  • Check that the action is enabled
  • Review the “When to Use” description
  • Test with explicit trigger phrases
  • Ensure the integration is connected (for integration actions)
  • Check your plan’s action limit
  • Upgrade to add more actions
  • Delete unused actions to free up slots
  • Verify the integration is connected
  • Check integration credentials are valid
  • Review integration-specific settings