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A Capture details action gives the agent a list of fields to record for you. When those details come up in a conversation, the agent saves them. If a field you marked as required is still missing, it asks for it, one thing at a time, then saves everything once. Use it for anything you want captured in a structured way that is not a lead: an order number, a vehicle make and model, a preferred appointment time, a postcode. For names and contact details you want to follow up on, use lead capture instead — it has its own list and sends a notification.

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Add a Capture details action

1

Open Actions

Go to Agents → your agent → Actions and choose Add action → Capture details.
2

Name the tool

Enter a Tool name, such as vehicle_details. Use lowercase letters, digits and underscores, 3–40 characters, starting with a letter. It cannot be one of the reserved names.
3

Define the fields

Under Fields to collect, type a label for each field, pick a type — Text, Email or Phone — and tick req if the agent must get it before saving. The editor starts with one empty required field. Add more with Field.
4

Pick channels and save

Choose Voice, Chat and Email as needed, then click Add.
Write labels the way you would say them to a customer — “Order number”, “Preferred day” — because the agent reads the labels to know what to listen for and what to ask.

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Field rules

  • At least one field, at most 12.
  • Each field’s key comes from its label, lowercased with spaces and punctuation turned into underscores: Order number is saved as order_number. Two fields cannot share a key.
  • Values are trimmed and cut at 500 characters.
You can have more than one Capture details action on an agent, each with its own tool name and fields.

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Where the results land

Go to Inbox → Extra fields. The Extra fields card lists every set of details the agent saved, newest first: The list does not show which Capture details action saved a row, so if you run several on one agent, give them fields that are easy to tell apart. Filter by agent at the top of the page, and use Export CSV to download the list. The page shows the latest 200 entries. Below it, the Action log card lists every action the agent has run — not just this one — with whether it succeeded and how long it took. Capture details does not send a notification. The results wait for you in the Inbox.