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 Specialist’s instructions. Only actions added to a Specialist are available. This ensures the AI Agent acts within your specified boundaries.Add an action
1
Open the action hub
Go to Actions (sidebar → Actions) and click Add action.
2
Choose the action type
Select the type of action:
- AI action – executed through an integration
-
Manual action – delegated to a human agent
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
- Action description – when and how to use this action
- Secure inputs – sensitive parameters from trusted sources
- 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:
- Go to Specialists (sidebar → Specialists)
- Edit the Specialist that should use this action
-
In the Instructions field, type
@to open the tool picker -
Select your action – it appears as a visual pill in the instructions
See also
- AI actions – execute through integrations
- Manual actions – human agent execution
- Security & verification – verified parameters and guardrails