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Actions are the things the agent can do in a conversation, not just say. It can save a lead, record details you track, book a meeting on your Cal.com or Calendly calendar, look something up in your own systems, answer billing questions from Stripe, look up orders in Shopify, open a ticket in your helpdesk, transfer a phone call to you, or flag a chat for your team. Open the agent and go to Actions. It has two pages, with a switch between them at the top:
  • Actions — the ones you add with Add action. Each has an on/off switch, an edit button and a delete button.
  • Connections — the accounts the ready-made actions use (a helpdesk, Stripe, Shopify, Calendly) and the API keys your actions sign in with. Keys are stored encrypted and never shown again. See Integrations.
The two ways the agent reaches a person, Transfer calls to a person and A person in chat & email, are not actions you add. They are switches on the agent’s Handoff section, with your business hours. Changing anything on these pages needs the Admin or Owner role.

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Action types

“Voice” covers phone calls and Preview calls in the browser. Every action you add is on for all three channels unless you untick some under Channels in its editor.

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What a new agent starts with

  • Lead capture is on. Every new agent comes with a lead capture action called save_lead. It asks for Name (required), Phone and Email, on every channel.
  • A person in chat & email is off. Switching it on, under Handoff, tells chat and email visitors that a person is coming, and that is only true if somebody is watching the dashboard. You turn it on once someone is.
  • Transfer calls to a person comes on when you save a transfer number under Handoff. Until then the switch cannot be turned on.
Every agent can also take a message — the name, a way to reach them, and what they wanted — when it cannot help and nobody is available. That is not something you add or switch off. Messages show under Needs you in the Inbox and on the dashboard, and in the conversation.

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How the agent decides when to use them

Each action becomes a tool the agent can call mid-conversation, with a description it reads to decide when. You do not script the flow.
  • Lead capture is offered when someone shows real interest — asking about prices, availability, or how to get started. The agent asks for the fields a little at a time, not as a form, and saves once it has the required ones.
  • Capture details saves the fields when they come up, and asks for any required one that is still missing.
  • Booking checks for open times before offering any, and books only after the person confirms a specific one.
  • API call is used when the conversation matches what you wrote in When should the agent call this?
  • Transfer calls to a person is used when a caller asks for a person or a manager, is upset, or has an urgent matter the agent cannot resolve.
  • A person in chat & email is used when a visitor asks for a person or has something the agent cannot handle.
If nothing can reach a person — both are off, or it is outside your business hours — and someone asks for one, the agent says plainly that it cannot put them through right now and offers to take a message. If an action fails or takes too long, the conversation carries on. The agent is told what went wrong and offers to follow up or take a message instead.

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Tool names

Lead capture, Capture details and API call actions each need a Tool name — the name the agent calls it by. It must be 3–40 characters of lowercase letters, digits and underscores, start with a letter, and be unique on the agent. These names are reserved for built-in tools and cannot be used: save_note, list_notes, forget_last_note, search_knowledge, take_message, request_human, transfer_to_human, get_booking_slots, book_meeting, and the fixed names of the Stripe, Shopify and Calendly actions below Booking has no tool name field: it always uses get_booking_slots and book_meeting, which is why an agent can have only one booking action. The same goes for Stripe billing (stripe_get_subscription, stripe_list_invoices, stripe_cancel_subscription, stripe_payment_method_link, send_verification_code, check_verification_code), Shopify store (shopify_order_status, shopify_search_products, shopify_start_return) and Calendly booking (get_calendly_slots, book_calendly_meeting): one of each per agent.

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Turning an action off or deleting it

Use the switch next to an action to pause it; the agent stops offering it on every channel. Deleting it asks you to confirm, and the agent stops offering it immediately. Past runs stay in the log.

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The action log

Every action the agent runs is recorded under Inbox → Extra fields, in the Action log card: the action, the agent, whether it succeeded, how long it took, and a link to the conversation. It shows 50 at a time, newest first. Use it to check that a new action is being called, and that it works.