Actions
Actions are specific tasks your worker can perform during conversations, enabling it to interact with external systems and execute business logic.
Overview
An Action represents something your worker can do beyond just talking. Actions integrate with external services and systems to:
Look up information in external systems
Update records and databases
Trigger workflows and automations
Send notifications
Execute business logic
Perform calculations
Creating an Action
Navigate to Worker Setup > Actions and click Create Action.
Name
Clear identifier for this action
Description
What the action does (helps worker decide when to use it)
Trigger
When to perform this action
Integration
Which connected service to use
Confirmation
Whether to confirm with user before executing
Permissions
Required authorization level
Action Examples
Check Order Status
Look up order details
Order Management API
Schedule Callback
Book a time for follow-up
Calendar Integration
Apply Discount
Add promotional pricing
Pricing Service
Create Ticket
Log issue for follow-up
Ticketing System
Send Confirmation
Email or SMS receipt
Messaging Service
Update Contact Info
Modify customer record
CRM Integration
Action Types
API Call
External service integration
Database Query
Lookup customer or product data
Calculation
Math, date logic, conversions
Validation
Check format, availability, eligibility
Integration
CRM, ticketing, order management
Workflow
Trigger multi-step processes
Configuring Integrations
Actions connect to external services through integrations. Configure integrations in the Integrations section:
Connect your service (OAuth, API key, etc.)
Define the available operations
Set permissions and rate limits
Map parameters and responses
Best Practices
Descriptions
Write clear descriptions so the worker knows when to use each action
Include examples of user requests that should trigger the action
Specify any prerequisites or conditions
User Experience
Require confirmation for irreversible actions (refunds, deletions, etc.)
Provide clear feedback to users about what happened
Handle errors gracefully with helpful messages
Security
Use appropriate permission levels
Log all action executions for audit
Set appropriate timeouts
Validate inputs before execution
Performance
Cache frequently used data
Batch similar operations when possible
Handle rate limits appropriately
Related Documentation
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