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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 calendar, look something up in your own systems, transfer a phone call to you, or flag a chat for your team. Open the agent and go to Actions. The page has three parts:
  • Built in — Hand calls to you and Request a human, the two ways the agent reaches a person. Each is a switch.
  • Actions — the ones you add with Add action. Each has an on/off switch, an edit button and a delete button.
  • API credentials — keys your actions sign in with. They are stored encrypted and never shown again.
Changing anything on this page needs the Admin or Owner role.

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Action types

“Voice” covers phone calls and test 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.
  • Request a human is off. Switching it on 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.
  • Hand calls to you is on as soon as the agent has a transfer number. Until then the switch is greyed out.
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 attention 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?
  • Hand calls to you is used when a caller asks for a person or a manager, is upset, or has an urgent matter the agent cannot resolve.
  • Request a human 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 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.

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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 the most recent 100. Use it to check that a new action is being called, and that it works.