action 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.
You can leave the actions field blank.

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What are actions?

Actions expand your agent’s capabilities, allowing it to:
  • Send SMS messages: Share confirmations, links, or follow-up details.
  • Run custom functions: Perform advanced tasks like fetching real-time data or interacting with external systems.
  • Trigger handoffs: Seamlessly connect users to live agents for complex issues.
Actions make your agent dynamic and better equipped to handle real-world scenarios.

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Adding actions to the knowledge base

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How to add actions

Actions are configured in the Actions field of a knowledge base topic. You can add them in three ways:
  1. Type /: Opens a command palette to select the desired action.
  2. Right-click: Shows a menu of available actions.
  3. Click the + icon: Use the dropdown menu to add an action like sending SMS, invoking a function, or triggering a handoff.

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Example: Adding an SMS action

  1. Open a topic in the knowledge base like Store Hours.
  2. Go to the Actions field and type /send-sms.
  3. Choose a SMS template.
  4. Configure the trigger to send the SMS when the topic is matched.

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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 via SMS.

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FAQs

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Can I add multiple actions to one topic?

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.

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What happens if an action fails?

Set up fallback actions, like redirecting to a global topic or retrying with a different template.

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Do I need coding experience to add actions?

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.