AI agent actions What the agent does during a conversation
An action is something an agent does for the person it is talking to: check an order in your software, transfer a call, look for the answer in your documents. You create it once in Actions, then associate it with the agents that need it.
The kinds of action
"Créer une action" (Create an action) offers four kinds:
Web service
Calls a web service of your choice: check an order, book an appointment, send information to your software. You copy its address and settings from the service's documentation.
Call transfer
Passes the call to a person or to a number of your choice.
Search in your documents
The agent looks for the answer in the pages of your site, which Natalia reads every day, or in the documents you upload.
WhatsApp message
Sends a WhatsApp message without waiting for the customer to write, from a template approved by Meta (an appointment reminder, for example).
Each action has a short name: the name under which the agent calls it. Changing it breaks the instructions that cite that name.
Associating an action with an agent
On the agent's "Configurer" (Configure) tab, "Associer une action" (Associate an action) adds an action to the agent's diagram. Its panel then asks two questions.
- "Quand l'agent utilise-t-il cette action ?" (When does the agent use this action?) Each answer names a moment, depending on the action: "Quand l'agent le décide" (when the agent decides), "Au début de la conversation" (at the start of the conversation), "À la fin de la conversation" (at the end of the conversation), among others.
- "D'où vient : {variable}" (Where does it come from). For each variable of the action, you pick a source: "L'agent la déduit de la conversation" (the agent deduces it from the conversation), with an instruction saying what to look for; "Une valeur fixe" (a fixed value); or "Fournie par les points de contact" (supplied by the contact points), with what to do otherwise.
When you associate an action, each required variable starts as "L'agent la déduit de la conversation"; you can change it in the panel.
Trying an action without running it
In the "Essayer" (Try) tab, test mode simulates every action: nothing is sent to the service. The action shows in the conversation before the agent's answer, folded into one line, for example « Prendre rendez-vous, simulée : mercredi 7 octobre, 10 h ».
- The request that would leave. Unfolded, a web service action shows its method and path, the service, the status "Non envoyée (mode test)" (Not sent, test mode), and the request body with a copy button. Sensitive values are masked and headers are never shown.
- Where each variable comes from. Each variable shows its value and one of three sources: "Déduite de la conversation" (deduced from the conversation), "Point de contact" (contact point) or "Valeur fixe" (fixed value). This is how you check the answers to "D'où vient".
- In live mode, actions run. A trial through a real contact point is a real conversation: the actions the agent chooses are carried out.
The full detail of a simulated action is in Try an agent.