Actions overview
Give your agent abilities beyond answering questions, such as collecting leads, searching the web, notifying your team, or calling your own API or MCP server.
By default, your agent answers questions from its knowledge. Actions let it do more during a conversation, such as collecting a visitor’s contact details or checking an order in your system.
Most actions use a When to use condition to decide whether they should run for a visitor’s message. MCP Server works differently: its optional guidance helps the agent decide when to use its tools. See Trigger Conditions.
Available actions
| Action | What it does |
|---|---|
| Collect Leads | Collects a visitor’s name, email, phone, and any custom fields during the conversation. |
| Web Search | Searches the web when the answer isn’t in your knowledge. |
| Escalate to Human | Hands the conversation to a teammate through live chat or a Helpdesk ticket. |
| Slack Notification | Posts a message to a Slack channel, for example about a new lead or an urgent issue. |
| Salesforce: Add Lead | Sends collected leads to Salesforce, and can log conversations to them. |
| Salesforce: Create Ticket | Opens a Salesforce case when a customer needs follow-up from your support team. |
| Custom API | Calls your API through a saved API connection, for example to look up an order. It can also show an enabled interactive widget after a successful JSON response. |
| MCP Server | Uses the tools of an MCP server, such as an online store’s order lookup. |
Where actions run
Each action has Channels settings that choose where it runs. Some channels can’t support every action:
| Action | Web widget | Public Chat | API | |
|---|---|---|---|---|
| Collect Leads | Yes | Yes | Smart lead collection only | No |
| Web Search | Yes | Yes | Yes | No |
| Escalate to Human | Yes | Yes | Yes | No |
| Slack Notification | Yes | Yes | No | No |
| Salesforce: Create Ticket | Yes | Yes | Yes | No |
| Custom API | Yes | Yes | Yes | Yes |
| MCP Server | Yes | Yes | Yes | Yes |
- A Custom API action can run on the web widget, Public Chat, WhatsApp, and through the REST API when those channels are enabled. Its enabled widget appears only on the web widget, Public Chat, and Playground after a successful JSON response.
- A widget with a When to show condition can also appear on its own in the web widget, Public Chat, and Playground. It does not run on WhatsApp or in REST API conversations. See Widgets.
- Custom API and MCP Server are the only actions that can run in conversations started through the REST API. The API switch is on by default for Custom API and off by default for MCP Server.
- Salesforce: Add Lead has no channel settings of its own: it syncs the leads that Collect Leads captures, so it follows Collect Leads’ channels.
Use cases
Combine actions to fit how your business works:
| Business | Goal | Actions |
|---|---|---|
| Online store | Answer product and order questions without a human | MCP Server connected to a customer-facing store server, or Custom API calling your order lookup; Escalate to Human for returns and complaints |
| Software company | Turn visitors into qualified demos | Collect Leads for demo requests; Salesforce: Add Lead to send them to your CRM; Slack Notification to alert sales |
| Support team | Solve common issues and hand off the rest | Salesforce: Create Ticket or Escalate to Human when the agent can’t solve it; Custom API to check account status |
| Local business, such as a clinic or restaurant | Take bookings around the clock | MCP Server connected to your booking system, or Custom API; Collect Leads for callback requests, on WhatsApp too |
| Any business | Answer questions about recent events or prices | Web Search limited to your own domains |
Most action pages include example When to use text, and Trigger Conditions explains how to write your own.
Plan limits
| Plan | Actions & Widgets per agent |
|---|---|
| Free | 0 |
| Starter | 5 |
| Standard | 8 |
| Pro | 12 |
Enabled actions and widgets with their own When to show condition share this allowance for each agent. A widget linked only to a Custom API action uses no extra slot. See how widgets use the allowance.
Escalate to Human is available on the Standard and Pro plans. When you enable it, it uses one of your agent’s Actions & Widgets slots.