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Custom Actions are the tools your AI agents can use during their work: looking up live inventory, checking a customer’s pricing, booking a meeting. Where the Knowledge Base gives agents documents to read, Custom Actions give them the ability to act on live systems. Find them under Custom Actions in the sidebar.

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What a custom action is

An action connects an agent to one of your systems and defines what it can ask for. For example:
  • Check inventory: “Is part 4130 in stock?”
  • Get pricing: “What’s this customer’s price for 500 units?”
  • Look up an order: “What’s the status of PO 88213?”
  • Book a meeting: schedule time on a calendar.
When a conversation calls for it, the agent uses the action, gets a live answer, and works it into its reply or quote.

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Creating an action

1

Define what it does

Give the action a clear name and description, and list the details the agent should collect (like a product ID or quantity).
2

Point it at your system

Connect it to the system that answers the request, with the credentials it needs. Keys are stored securely, never in plain text.
3

Test it

Run the action with sample inputs and confirm the response looks right before turning it loose.
Connecting to a full ERP for quoting is handled as its own ERP integration rather than a hand-built action. Custom Actions are for the targeted lookups and tasks you want agents to perform in a conversation.

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Tips for reliable actions

  • Name them clearly: a descriptive name helps the agent pick the right tool at the right moment.
  • Describe when to use each: tell the agent, in its instructions, when an action applies.
  • Give it a graceful fallback: a friendly message for when a system is briefly unavailable, so the customer never sees a raw error.

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Next steps

Channels

The agents that use your actions

ERP Integration

Connect a full ERP for quoting

Knowledge Base

Give agents documents to read