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Configure actions to resolve customer issues end-to-end: refund orders, update records, or trigger workflows in connected systems.

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How actions work

When the AI Agent determines a task needs to be performed, such as refunding an order or updating a ticket, it checks which actions are available in the current instructions. For integration and manual actions, that usually means tools you added to a Specialist’s instructions. System actions are built in and can also be added in global guidelines and channel guidelines.

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Add an action

1

Open the action hub

Go to Actions (sidebar → Actions) and click Add action.Add action button in Actions hub
2

Choose the action type

Select the type of action:For built-in conversation controls such as close, handoff, or switch to email, see System actions. Those do not need an Actions hub entry.New action type selection
3

Configure the action

Fill in the required fields:
  • Integration: The connected system (e.g., Salesforce, your MCP server)
  • Action: The specific operation from the integration
  • Name: A readable name for this action instance (shown in the Actions table and to the AI Agent)
  • Action description: When and how to use this action
  • Customize inputs: Per input, pick a source (Auto, Static, or a context variable). Add a Trusted only check on variable mappings that need a verified value.
  • Require human approval: Require confirmation before execution (enabled by default)
4

Save and add to Specialist

Click Confirm to save. Then add it to a Specialist:
  1. Go to Specialists (sidebar → Specialists)
  2. Edit the Specialist that should use this action
  3. In the Instructions field, type @ to open the tool picker
  4. Select your action. It appears as a visual pill in the instructions. Tool picker in Specialist instructions

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Reuse the same action multiple times

You can add the same catalog action more than once. Each instance keeps its own Name, description, and input mappings, so the AI Agent can choose the right variant without guessing hidden values such as queue IDs or sender mailboxes. When you pick an action that is already configured, the picker shows a warning with how many other instances already use it. The Actions table shows each instance under its custom Name, not only the catalog tool name. Example: Add create_case twice as Create billing case and Create tech case, each with a different queue ID set as a static input. Or add send_email twice for support@ and billing@.
Two instances with the same tool, description, and inputs are blocked. A valid variant needs a unique Name and a different description or input mapping. You do not need a separate upstream integration just to represent different prefilled variants.

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See also