User Guide · AI Agents

Actions

Actions let the agent do things, not just talk: close chats, escalate, tag, update contacts, show products and create orders.

Actions are the tasks an agent can perform on its own during a conversation. You control them in the agent editor's Actions tab. No setup is needed: switch an action on and the agent starts using it when appropriate.

The Actions tab: one switch per action.
1Close conversations when the customer confirms the issue is resolved.
2Smart escalation to human.
3Fields to auto-collect: Name, Email, Phone, Country, Company, Language.
4Auto-tag conversations.

Core actions

Action	What the agent does
Close conversations	Closes the conversation when the customer confirms their issue is resolved.
Smart escalation to human	Hands the chat to your team when the AI cannot help or the customer is upset, with a priority (low, medium, high or urgent).
Update Lifecycle stages	Moves the contact between your lifecycle stages based on buying signals.
Auto-collect contact info	Saves details the customer mentions, such as name, email, phone and country, to the contact.
Auto-tag conversations	Adds relevant tags, reusing your existing tags or creating new ones.
Add internal notes	Leaves notes for your team inside the conversation.

Always switch on Smart escalation to human for customer-facing agents. Escalated chats show up in your Inbox for a teammate to pick up.

Rich messages

Independently of the switches, the agent can format its replies for the channel:

Send images.
Quick-reply buttons (2-3 options) and lists (4-10 items).
A single link button, for example “Track your order”.
React to a message with an emoji or reply to a specific message.
Update custom contact properties.
Show your past work from the portfolio library as a carousel or a pop-up.

Store actions

In Store Connection, switch on Link to Store and pick a store. The agent gains:

Browse

Product catalog, categories & pricing

Identify

Find the customer by phone/email; register new customers

Sell

Create an order and send a payment or checkout link

Support

Order history & status, abandoned cart recovery

For Shopify and Salla stores the agent can also add to and remove from a cart and send the checkout link. See Shopify and Salla.

Bookings

If you set the agent's Goal to Booking / Scheduling, it asks which service the customer wants, collects the details, records them as an internal note and escalates complex requests to your team, who confirm the appointment.

Custom actions (your own API)

Developers can register Remote Actions: read-only lookups in your own system, for example “get my subscription status”. An agent uses a remote action only when that action's name appears in the agent's instructions, so you decide exactly which agent can call what.

Remote actions

Let agents look up live data in your system.

External data

Push customer data the agent can read.

Seeing actions in tests

In the test chat, each reply shows chips for the actions the agent would take, so you can confirm it escalates, tags and orders when you expect it to, without touching live data.