Custom actions extend your agent's capabilities beyond answering questions. Create workflows for lead capture, appointment booking, order processing, and more.
What Are Custom Actions?
Custom actions are automated workflows that your agent can execute during conversations. They allow your agent to collect information, process requests, and take specific actions based on user interactions.
Common Action Types
📋 Lead Qualification
Automatically collect and qualify potential customers:
- Contact information collection
- Budget and timeline questions
- Service needs assessment
- Lead scoring and routing
📅 Appointment Booking
Schedule meetings and service calls automatically:
- Calendar integration
- Available time slot display
- Confirmation and reminders
- Rescheduling options
🛒 Order Processing
Handle simple orders and requests:
- Product selection
- Quantity and specifications
- Pricing calculations
- Order confirmation
💬 Feedback Collection
Gather customer insights and reviews:
- Satisfaction surveys
- Product feedback
- Service ratings
- Improvement suggestions
Creating Your First Action
Step-by-Step Guide
- Go to your agent dashboard and click "Create Action"
- Choose an action template or start from scratch
- Define trigger conditions (keywords, phrases, intent)
- Design the conversation flow with questions and responses
- Set up data collection forms and validation rules
- Configure success and failure scenarios
- Test the action thoroughly before activating
Action Design Best Practices
✅ Keep It Simple
Start with basic workflows and add complexity gradually based on user feedback.
✅ Clear Progress Indicators
Let users know where they are in the process and what's expected next.
✅ Graceful Error Handling
Provide helpful error messages and alternative paths when things go wrong.