Actions are built-in tools that allow your ai agent to perform specific tasks quickly—without writing code. Whether it’s routing a chat to a human agent or updating customer data, actions help automate repetitive steps inside your conversation flow.

What Are Actions?

Actions are nodes that trigger a defined behavior. You can place them anywhere in your flow based on the logic of the conversation.

Common action types include:

• Escalate to Human – Transfer the chat to a human agent.

• Create Contact – Save a new contact with relevant user info.

• Update Segment – Tag or route the user into a specific group.

• Mark as Resolved – Close the conversation formally.

• Send Email – Trigger an automated email from the bot.

How To Use Esclate Human Action?

Use Case: AI agent not able to answer a user's query then Escalate the chat back to Human Agent.

How to Setup:

1. Go to Studio

2. Add the “Unable to Answer” event

3. From the Action Node select Escalate to Human.

The conversation is immediately transferred to a live human agent (or queued if unavailable). This is useful in customer support flows where human intervention is needed for high-priority issues.

How To Use Update Segment Action?

Use Case: User query needs to be routed to a specific department like Billing or Support.

How to Setup:

• Go to Studio

• Add a AI response node to check the user’s issue (e.g., “billing” keyword)

• Add an Action Node and select Update Segment

AI will automatically segment queries to the right department. This makes it easier for your team to view and filter chats by department.

How to Use Create Contact Action?

Use Case: User shares their contact details and you want to save them as a new contact in your CRM.

How to Setup:

• Go to Studio

• Add input blocks to collect name, email, and phone number

• Add an Action Node and select Create Contact

• Now, using the contact details, make an API call or use a code execution node to sync the data with your CRM

This action stores the user’s info in your database, useful for sales inquiries or support registration.

How to Use Mark as Resolved Action?

Use Case: Issue is resolved and the chat should be marked as closed.

How to Setup:

• Go to Studio

• At the end of the flow, add an Action Node

• Select Mark as Resolved

• You can also use Feedbacks to get user feedback

This updates the chat status so your team knows no further action is needed.

How to Use Send Email Action?

Use Case: After a user books a demo, you send an automatic confirmation email with the date, time, and contact information using this action.

1. Open AI Studio

• Go to Studio

• Create a new flow or open an existing one

• Add the Action and Select Send Email from the action type dropdown

2. Choose the Email Method

• Under Email Method, select:

  • ✅ Email Integration (recommended): Uses your pre-configured email service

    OR

  • 🔧 Email Credentials: Use SMTP details manually

Make sure the status shows "Configured" before proceeding.

3. Fill Out Email Details

• Subject: Enter a relevant subject line (e.g. “Your Booking Confirmation”)

• From Name: The name that should appear in the user's inbox (e.g. “Support Team”)

• From Email: The sender's email address (must be part of the configured integration)

• Recipients: Enter the user's email address directly or use a variable (e.g. {{user_email}})

Optional:

• ➕ Add CC, BCC, or Reply-To addresses if required

4. Compose the Email Body

• Choose Content Type: Plain Text or HTML

• Write your message in the Email Body section

• Use variables for dynamic content (e.g. {{user_name}}, {{booking_date}})

5. Send Test email