Actions

Define what your agent can do

Actions are the things your agent can do — reply to customers, tag tickets, assign to team members, look up information, and more. You configure which actions are available, and your agent uses them when appropriate based on its instructions.

How actions work

Your agent doesn't blindly execute actions. It reads the incoming message, considers its instructions and knowledge, and decides which actions to take:

 ┌────────────┐     ┌──────────────────────────┐     ┌──────────────┐
 │ Incoming    │     │      Agent decides:       │     │   Results:   │
 │ ticket:     │────▶│                           │────▶│              │
 │ "Where's    │     │  1. Search order status   │     │  Reply sent  │
 │  my order?" │     │  2. Reply with tracking   │     │  to customer │
 │             │     │  3. Tag as "order-status"  │     │              │
 └────────────┘     └──────────────────────────┘     └──────────────┘

Setting up actions

1. Open your agent workspace

2. Go to Settings > Actions

3. Click Add Action

4. Select the action type

5. Configure options (including Human in the Loop if desired)

6. Save

Available actions by integration

Helpdesk actions

These actions are available when you connect a helpdesk integration (Zendesk, Freshdesk, Intercom, Gorgias, Jira):

Responding to customers

Action	Description	Available on
Leave Public Reply	Send a response the customer sees	Zendesk, Freshdesk, Intercom, Gorgias
Leave Draft Reply	Create a draft for your team to review	Zendesk, Freshdesk, Intercom, Gorgias
Leave Internal Note	Add a note only your team sees	Zendesk, Freshdesk, Intercom, Gorgias
Comment on Issue	Add a comment to a Jira issue	Jira

Ticket management

Action	Description	Available on
Tag Ticket	Add tags for categorization	Zendesk, Freshdesk, Intercom, Gorgias
Assign Ticket	Route to a specific team member	Zendesk, Freshdesk, Intercom, Gorgias, Jira
Assign to Group	Route to a team queue	Zendesk, Freshdesk
Close Ticket	Mark as resolved	Zendesk, Freshdesk, Intercom, Gorgias
Create Ticket	Open a new ticket	Zendesk, Freshdesk, Gorgias
Update Ticket	Change status, priority, or custom fields	Zendesk, Freshdesk, Intercom
Label Issue	Add labels to a Jira issue	Jira

Information lookup

Action	Description	Available on
Read Ticket	Read full ticket with conversation history	Zendesk, Freshdesk, Intercom
Search Tickets	Search past tickets	Zendesk, Freshdesk, Intercom, Jira
List Tickets	List tickets with filters	Zendesk, Freshdesk, Intercom
Get User by Email	Look up user details	Zendesk, Intercom
Get Organization	Retrieve organization info	Zendesk
Get Ticket Fields	Read custom field values	Zendesk, Intercom

Shopify actions

Action	Description
Get Order History	Look up a customer's orders by email
Get Order by ID	Get detailed order info
Get Customer by Email	Look up customer profile
Search Products	Search the product catalog
Get Products	Retrieve product details
Get Product Variants	Get size, color, SKU, price, inventory
Get Order Fulfillment	Check shipping and tracking status
Create Return	Initiate a product return
Refund Order	Process a refund
Cancel Order	Cancel an unfulfilled order
Generate Product Carousel	Create a visual product display in chat

Slack actions

Action	Description
Send Message	Send a message to a Slack channel

Gmail actions

Action	Description
Search Emails	Search emails using Gmail syntax
Read Email	Read a full email by ID
Send Email	Send an email with optional CC/BCC
Get Email from URL	Extract an email thread from a Gmail URL

Zendesk Messenger actions

Action	Description
Send Messenger Reply	Reply in the Zendesk Messaging Widget
Transfer to Human Agent	Hand off a Messenger conversation to a human

Tips for configuring actions

Start with fewer actions. Give your agent only the actions it needs. Too many options can lead to confusion.

Match actions to instructions. If you give your agent a "Close Ticket" action, make sure your instructions explain when to use it.

Use draft replies first. When starting out, use "Leave Draft Reply" instead of "Leave Public Reply" until you trust the agent's judgment.

Enable HITL for sensitive actions. Turn on Human in the Loop for actions with significant impact (refunds, ticket closure, public replies).

Describe actions in your instructions. Explicitly tell your agent when to use each action. For example: "After resolving a simple how-to question, tag the ticket and close it."