- Escalations: Create a support ticket in your ticketing system when a customer needs human help.
- Chatbase live chat: Hand off from the AI agent to a human agent in Chatbase.
- Salesforce live chat: Hand off to a human agent in Salesforce.
- Sunshine live chat: Hand off to a human agent in Sunshine.
- Stripe: Handle billing, invoices, and subscription queries in chat.
- Shopify: Recommend products, answer order questions, and provide delivery updates.
- Collect leads: Capture user details as leads.
- Custom form: Collect information from users with a custom form.
- Cal: Let customers check availability and book meetings without leaving the chat.
- Calendly: Let customers check availability and book meetings without leaving the chat.
- Custom actions: Call your API, run client-side code, and optionally show an interactive widget.
- Suggested messages: Show suggested replies based on the conversation.
- Slack: Send notifications and updates to your Slack channels.
- Web search: Give your agent real-time web search to answer questions with live data.
- Custom button: Add buttons that trigger your own links and redirects.
Note that you can create more than one action of the same type.
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 user before opening the ticket.
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 user before opening the ticket.
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.
