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Configuring Actions

Create, customize, enable, disable, and delete actions on an agent, and choose which channels each action runs on.

In your agent, go to Build > Actions.

Create an action

Open the action list

Select Create action. Use Search actions to find one quickly.

Add it

Select Create next to the action you want. Actions you’ve already added show Added.

Configure it

Open the action to set it up. Available settings depend on the action type.

You may also see:

  • Connect Slack: the action needs an integration first. See Connecting Slack.
  • Plan limit reached: this agent has used its shared Actions & Widgets per agent allowance. Disable a capability or upgrade before enabling another action. Widgets with their own When to show condition also use this allowance. See Plans and Pricing and how widgets use slots.
  • Unavailable: the action isn’t available for your team.

Most actions can be added once per agent. Custom API can be added several times, once for each task. Each Custom API action calls an API through an API connection. It can also show an enabled widget after a successful JSON response. A new Custom API action starts disabled. When a slot is available, it turns on after you complete its required settings and save it. At capacity, you can still create and configure the action, but it stays disabled. Free a slot, then switch it on.

Edit an action

Select Customize on an action to open it. You can:

  • Enabled: switch the action on or off without losing its settings.
  • When to use: for most actions, describe when the agent should run it. For MCP Server, this optional text guides when the agent should use its tools. See Trigger Conditions.
  • Channels: choose where the action is available: Web widget, Public Chat, WhatsApp, and, for Custom API, API. Not every action supports every channel; see Where actions run.
  • Run again: what happens when a later message in the same conversation matches again. See Run again.
  • Restore default settings: go back to the action’s original settings.

Run again

Custom API, MCP Server, Slack notifications and Collect Leads let you choose whether an action can run more than once in a conversation:

Option What it does Good for
Every time Runs whenever a message matches. This is the default. Lookups, such as checking a second order.
Until it succeeds Runs again only if the last run failed. Creating something once, such as a booking or a draft, with a retry if your system was down.
Once Runs at most once per conversation, even if it failed. One-time notifications or offers.

For MCP Server, set Run again separately for each tool. Salesforce tickets don’t need it: a conversation can create only one. For Collect Leads with the lead form, the choices are Until it succeeds, the default, where a dismissed form shows again when a later message matches When to use, and Once, where a dismissed form stays dismissed. A submitted form never shows again.

The Playground’s action steps show Already ran when this setting kept an action from running.

Delete an action

Open the action, select Delete action, and confirm. You can also use the menu on the action in the list. Deleting can’t be undone.