Create an AI Action

AI Actions allow your AI Agent to:

• collect information

• process inputs

• trigger workflows

• send data to external systems

• guide customers through automated experiences

AI Actions are useful for:

• lead collection

• booking workflows

• support routing

• form automation

• structured customer interactions

Open the AI Actions section

To create an AI Action:

1. Open your AI Agent workspace

2. Go to Automations

3. Open the AI Actions tab

4. Click Create AI Action

This opens the AI Action builder.

Configure the AI Action

Inside the configuration panel, you can configure:

• action name

• action description

• target fields

• AI behavior

• connected workflow settings

These settings define how the AI Action behaves during conversations.

Add target fields

Target fields define what information the AI should collect from customers.

Examples may include:

• name

• email

• phone number

• company

• custom inputs

Each field can include its own validation and behavior settings.

Configure AI behavior

Inside the AI Action settings, you can configure how the AI handles:

• customer responses

• missing information

• normalization behavior

• collection flow

This helps create more structured and predictable workflows.

Use validation settings

Some fields may support validation options such as:

• required fields

• email validation

• phone validation

• number validation

Validation helps improve data quality during customer interactions.

Connect AI Actions to workflows

AI Actions can work together with:

• Guided Flows

• webhooks

• Human Handover

• support workflows

This allows businesses to build more advanced automations.

Test the AI Action

Before enabling the action publicly:

1. Run a test interaction

2. Submit sample customer inputs

3. Verify field collection behavior

4. Review validation handling

Testing helps prevent workflow issues during live conversations.

Update AI Actions later

AI Actions can be edited and improved over time.

Many teams gradually:

• add new fields

• improve prompts

• refine validation rules

• optimize workflows

Simple collection flows usually create better customer experiences.

Best practices for AI Actions

For better automation workflows:

• collect only necessary information

• keep prompts short

• validate important fields

• test every workflow path

Shorter workflows are usually easier for customers to complete.

Next steps

• Configure target fields

• Connect automations to webhooks

• Create a Guided Flow