Guide to setting up actions for SMS, functions, and handoffs
Actions tell your agent what to do when it retrieves a specific knowledge base topic. They can send SMS messages, run custom functions, or transfer users to a live agent.
Actions expand your agent’s capabilities, allowing it to:
Actions make your agent dynamic and better equipped to handle real-world scenarios.
Actions are configured in the Actions field of a knowledge base topic. You can add them in three ways:
/
: Opens a command palette to select the desired action.+
icon: Use the dropdown menu to add an action like sending SMS, invoking a function, or triggering a handoff./send-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:
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:
Learn more: How to invoke functions
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:
Learn more: How to trigger handoffs
Use precise triggers
Write concise SMS templates
Test custom functions thoroughly
Plan handoff workflows
Combine actions for complex workflows
Yes, you can configure multiple actions under the same topic. For example, you can send an SMS and invoke a function in response to a single query.
Set up fallback actions, like redirecting to a global topic or retrying with a different template.
No, most actions can be configured using dropdown menus and predefined templates.
For further guidance, visit:
Need help? Check out our FAQ, or contact the support team.
Guide to setting up actions for SMS, functions, and handoffs
Actions tell your agent what to do when it retrieves a specific knowledge base topic. They can send SMS messages, run custom functions, or transfer users to a live agent.
Actions expand your agent’s capabilities, allowing it to:
Actions make your agent dynamic and better equipped to handle real-world scenarios.
Actions are configured in the Actions field of a knowledge base topic. You can add them in three ways:
/
: Opens a command palette to select the desired action.+
icon: Use the dropdown menu to add an action like sending SMS, invoking a function, or triggering a handoff./send-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:
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:
Learn more: How to invoke functions
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:
Learn more: How to trigger handoffs
Use precise triggers
Write concise SMS templates
Test custom functions thoroughly
Plan handoff workflows
Combine actions for complex workflows
Yes, you can configure multiple actions under the same topic. For example, you can send an SMS and invoke a function in response to a single query.
Set up fallback actions, like redirecting to a global topic or retrying with a different template.
No, most actions can be configured using dropdown menus and predefined templates.
For further guidance, visit:
Need help? Check out our FAQ, or contact the support team.