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.
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:
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: