> ## Documentation Index
> Fetch the complete documentation index at: https://docs.poly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> Guide to setting up actions for SMS, functions, and handoffs

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.

<img src="https://mintcdn.com/polyai/Qu880HppNqT19Eyr/images/managed-topics/action.png?fit=max&auto=format&n=Qu880HppNqT19Eyr&q=85&s=fda06107d13d5525ec474501747cb14e" alt="action" width="2526" height="866" data-path="images/managed-topics/action.png" />

**Actions** tell your agent what to do when a topic is matched: send [SMS](./send-sms), run [functions](./function-call), or [transfer to a live agent](./handoff).

<Tip>Actions are optional. If a topic only needs to provide a text answer, leave the Actions field empty.</Tip>

## 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.

## Common actions and use cases

### 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](/managed-topics/how-to-setup-action/send-sms)

### 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](/managed-topics/how-to-setup-action/tool-call)

### 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](/managed-topics/how-to-setup-action/handoff)

## 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.

## 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](./send-sms) | [Functions](./function-call) | [Handoffs](./handoff)