What are actions and what types are there?
What are actions and what types are there?
Actions let the agent do things beyond responding with text. They are defined in Managed Topics under the Actions field. The main types are:
- SMS: Send a text message to the user (e.g., a link, confirmation, or follow-up details).
- Function calls: Run a custom function to look up data, perform calculations, or update conversation state.
- Handoffs: Transfer the user to a live agent. Handoffs have their own setup requirements, including logging reasons and configuring routing (e.g., SIP headers). See call handoffs for details.
Can I combine multiple actions?
Can I combine multiple actions?
Yes. You can trigger multiple actions for a single topic — for example, sending an SMS and then initiating a handoff.
Can I use state or variables in actions?
Can I use state or variables in actions?
Yes. You can use variables and state from functions to conditionally control what happens. For example, you can show different content or trigger different actions depending on whether the user is authenticated or which location they’re calling from.This is set up through functions that run earlier in the conversation. The state they set can then be referenced in your topic content and actions.
What happens if an action fails?
What happens if an action fails?
If an action does not work as expected:
- Open the conversation diagnosis tool for the affected conversation to see what happened.
- Check that the action is correctly configured — correct function name, SMS template, or handoff destination.
- For handoffs, verify that the target queue or SIP endpoint is reachable and correctly routed.
- Reproduce the issue in sandbox to test your fix before promoting.