> ## Documentation Index
> Fetch the complete documentation index at: https://wiredesk.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Actions overview

> What the agent can do beyond answering: take leads, save details, book meetings, call your API, and hand people to your team.

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.

## Action types

| Type              | Where you find it                | What it does                                                                                                              | Channels                         |
| ----------------- | -------------------------------- | ------------------------------------------------------------------------------------------------------------------------- | -------------------------------- |
| Lead capture      | **Add action → Lead capture**    | Saves a name and a way to reach them to **Inbox → Leads**, and notifies you. See [Capture leads](/docs/actions/capture-leads). | Voice, chat, email — your choice |
| Capture details   | **Add action → Capture details** | Saves the fields you define to **Inbox → Extra fields**. See [Collect data](/docs/actions/collect-data).                       | Voice, chat, email — your choice |
| Booking           | **Add action → Booking**         | Finds open times on your Cal.com event type and books one. See [Book meetings](/docs/actions/book-meetings).                   | Voice, chat, email — your choice |
| API call          | **Add action → API call**        | Calls an HTTPS endpoint of yours and answers from the response. See [API calls](/docs/actions/api-calls).                      | Voice, chat, email — your choice |
| Hand calls to you | **Built in**                     | Transfers a live phone call to your transfer number. See [Hand calls to you](/docs/actions/hand-calls-to-you).                 | Phone only                       |
| Request a human   | **Built in**                     | Flags a chat or email conversation so a teammate can take over. See [Request a human](/docs/actions/request-a-human).          | Chat and email only              |

"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.

## 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](/docs/workspace/dashboard) and in the conversation.

## 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](/docs/actions/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.

## 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.

## 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.

## 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.

## Related

* [Capture leads](/docs/actions/capture-leads)
* [API calls](/docs/actions/api-calls)
* [Request a human](/docs/actions/request-a-human)
* [Handover](/docs/concepts/handover)