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Use actions when your agent needs to do something beyond answering a question – send an SMS, look up data, or transfer to a live agent. Without actions, your agent can only provide static answers. Actions tell your agent what to do when a topic is matched: send SMS, run functions, or transfer to a live agent.
Actions are optional. If a topic only needs to provide a text answer, leave the Actions field empty.

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Adding actions to your topics

Actions are configured in the Actions field of a managed topic. Type /, right-click, or click the + icon to insert an action. See each action type below for detailed steps.

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Common actions and use cases

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Sending SMS

Use SMS actions to share essential details directly with users. Example: A user asks for refund instructions. The agent sends an SMS with a link to the refund portal. Configuration:
  • Action: Send SMS
  • Trigger: User queries refund process
  • SMS Template: RefundPolicyTemplate
Learn more: How to send SMS

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Invoking functions

Functions allow the agent to perform advanced tasks, such as retrieving external data or performing calculations. Example: A user asks for the weather forecast. The agent runs a function to fetch the current weather details. Configuration:
  • Action: Invoke Function
  • Function: getWeatherForecast
  • Trigger: User queries weather details
Learn more: How to invoke functions

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Triggering handoffs

Use handoff actions to transfer users to live agents when they need human support. Example: A user mentions a billing dispute. The agent connects them to the billing department. Configuration:
  • Action: Trigger Handoff
  • Destination: Billing Queue
  • Trigger: User mentions billing
Learn more: How to trigger handoffs

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Best practices for actions

  1. Use precise triggers
    • Clearly define conditions for actions to avoid false triggers.
    • Example: Use specific phrases like User mentions refund instead of broad keywords.
  2. Write concise SMS templates
    • Keep messages short, professional, and easy to understand.
    • Example: “Your refund request is being processed. Visit [this link] for details.”
  3. Test custom functions thoroughly
    • Validate function performance across different user scenarios.
    • Add fallback actions to handle potential errors.
  4. Plan handoff workflows
    • Use polite, clear messages to inform users before transferring them.
    • Example: “Let me connect you to a billing specialist who can help further.”
  5. Combine actions for complex workflows
    • Chain multiple actions for advanced tasks.
    • Example: Fetch booking details using a function and send the information with SMS.

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FAQs

Can I add multiple actions to one topic? Yes. You can send an SMS and invoke a function in the same topic. What happens if an action fails? Set up fallback actions like redirecting to a global topic. Do I need coding experience? No. Most actions use dropdown menus and templates. See also: Send SMS | Functions | Handoffs
Last modified on June 18, 2026