Overview
AI actions let your agent do more than answer questions. During a conversation, the agent can trigger a task, pull in data, or hand off to a person, so it can actually resolve requests instead of just replying to them. Each action connects your agent to a specific tool or workflow.You can create more than one action of the same type. For example, Escalations on your website and Escalations on Instagram, in case they need separate When to use rules or different data to collect from the customer before opening the ticket.
Available actions
Support and handoff
Commerce
Lead capture
Scheduling
Other
Only use in procedures
Every action has an Only use in procedures setting in its configuration. Turn it on when you want the action to run only as a step inside a procedure, never on the agent’s own initiative. When enabled, the action stays fully functional, but the agent won’t call it based on its own judgment; it fires only when a procedure step references it with@action_name. Because the agent no longer decides when to use it, its When to use field is hidden.
Use it for high-control or sensitive tools (refunds, cancellations, escalations) that should fire only at the right point in a defined flow. See How procedures run for how this behaves at runtime.
