Configured actions let your AI agents perform certain tasks during conversations with customers. These actions can be used to:
- Enrich the conversation experience for the customer by leveraging parameters to create more dynamic and responsive conversation flows.
- Retrieve or send conversation details to your CRM platform so you can use important customer information during conversations or store for later.
- Improve your understanding of your customer conversations overall by applying situation-specific labels to conversations for later analysis.
Configured actions can be applied at different points in the conversation journey, giving you flexibility to manage conversations, personalize responses, and interact efficiently with your CRM system.
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Types of configured actions
There are two types of configured actions:
Conversation actions
Conversation actions allow AI agents to perform tasks during conversations with customers. These actions are versatile and can be used for various purposes, including:
- Creating parameters: Save parameters to use in conditional logic within the dialogue builder, enabling more dynamic and responsive conversation flows.
- Modifying parameters: Update existing parameters, such as changing the language of the conversation based on user preferences or other criteria.
- Labeling conversations: Tag conversations, making them easier to track and analyze within conversation logs and analytics.
For a list of available conversation actions, see Available conversation actions for AI agents.
CRM actions
CRM actions enable communication between AI agents and your CRM platform. These actions are platform-specific, meaning different actions are available for each CRM platform.
For a list of available conversation actions for each CRM platform, see the articles below:
Where configured actions can be applied
Configured actions, whether they’re conversation actions or CRM actions, can be applied at three different levels:
AI agent–level configured actions
AI agent–level actions are executed in every conversation your AI agent engages in. They require an event and an associated action. For example, you could create a configured action associated with the “Conversation started” event to automatically pull in customer information from your CRM when a conversation begins.
To create an AI agent–level action, see Adding an action at the AI agent level.
Use case–level configured actions
Use case–level configured actions are executed when a specific use case is triggered during a conversation. You select the configured action you want to execute when the use case is triggered. Use case–level configured actions are particularly useful if you want to apply a configured action to all replies within a use case.
For example, you can apply conversation tags or internal notes based on the use case.
To create a use case–level configured action, see Adding an action at the use case level.
Block-level configured actions
Block-level configured actions are executed when a particular block within a conversation flow is reached. These actions are useful for more granular control within your dialogues.
For example, you could add labels to conversations, check for specific parameters, or store detailed information relevant to the ongoing conversation.
To add a block-level configured action, see Adding an action at the block level.