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Manual actions let the AI Agent request a Human Agent to perform tasks that can’t be automated, either because no API exists or the task requires human judgment. Best for:
  • Systems without API or integration support
  • Sensitive tasks requiring human judgment
  • Bridging gaps while implementing full integration

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How manual actions work

  1. AI Agent identifies need: During a conversation, it determines a manual action is required
  2. AI Agent collects information: Gathers required data from the customer
  3. Request sent to Human Agent: Conversation hands off with a pending action
  4. Human Agent executes: Performs the action in the external system
  5. Human Agent confirms: Marks the action complete or rejected

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Configure a manual action

Manual action configuration form

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Required information fields

Each field has:
  • Name: Identifier (e.g., order_id, refund_reason)
  • Description: What to ask the customer
  • Type: Text, Number, or Yes/No

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Human Agent workflow

When the AI Agent requests a manual action, Human Agents see it in their inbox.

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View pending actions

The ticket shows:
  • Action requested (e.g., “Refund Order”)
  • Collected information from the customer
  • Conversation context

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Accept or reject

To accept:
1

Review information

Review the collected information.
2

Perform action

Perform the action in your external system.
3

Confirm

Click Accept to confirm. Optionally add a note describing what you did.
To reject:
1

Click Reject

Click Reject.
2

Provide reason

Provide a reason (helps the AI Agent respond appropriately). The conversation returns to AI Agent handling with your feedback.

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Example: Refund order

Configuration: Required information: Human Agent sees:
The Human Agent processes the refund, then clicks Accept.

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See also