Introduction to AI Actions

What Are AI Actions?

AI Actions let your chatbot connect to external APIs and perform real-time operations during conversations. Instead of only answering questions from your knowledge base, the chatbot can look up orders, check account status, create tickets, and more, all without human intervention.

How AI Actions Work

1. You define an action with a name, description, URL, HTTP method, and parameters
2. The AI chatbot automatically decides when to use an action based on the customer's question
3. The chatbot calls the external API with the appropriate parameters
4. The API response is used to generate a natural-language answer for the customer

Example Use Cases

• Order lookup: A customer asks "Where is my order #12345?" and the chatbot calls your order API to return real-time shipping status
• Account balance:"What's my current balance?" triggers a call to your billing API
• Ticket creation:"I'd like to report a bug" creates a ticket in your issue tracker and returns the ticket number
• Appointment scheduling:"Can I book a demo?" checks your calendar API for available slots

Key Benefits

• 24/7 self-service: Customers get real-time answers without waiting for an agent
• Reduced workload: Fewer repetitive lookups for your support team
• No code required: Configure actions entirely from the dashboard
• Secure: Authentication tokens are encrypted, and each action runs within a configurable timeout

Getting Started

Navigate to Settings → Integrations → AI Actions to create your first action. You'll need the API endpoint URL, HTTP method, and any required authentication credentials.