Action types
| Action type | Use it for | Key setup |
|---|---|---|
Button | linking the user to another page or destination | action name, when to use, button text, URL |
Collect Leads | capturing contact details in chat | action name, when to use, optional success and dismiss copy |
Cal | launching a Cal booking flow | action name and usage guidance |
Calendly | launching a Calendly booking flow | connected Calendly account and event type |
Stop Auto Reply | handing the current conversation to a human by muting automatic replies | action name and when to use guidance |
Custom Actions | posting collected inputs to your own API | data inputs plus a request builder |
Button action
Use the Button action when you want the bot to show a clickable link that sends the user to an external page—e.g. a signup form, pricing page, or documentation. Configure Button Text (the label the user sees in the widget) and Destination URL (the external link). The AI will offer this button when the when to use instructions match the conversation.Lead capture action
Use Collect Leads to capture contact details (e.g. email, name, company) directly in the chat. You can customize the Success and Dismiss messages so users get clear feedback after submitting or closing the form—improving trust and reducing confusion.Stop Auto Reply action
Use Stop Auto Reply when the bot should stop responding automatically and let a teammate take over the thread. This action does not show a button or open a URL. Instead, it mutes auto replies for the current conversation so the next step happens in Inbox. Good examples for when to use:- “Use when the customer asks for a human.”
- “Use when the issue needs manual approval or exception handling.”
- “Use when the user asks to stop automated replies.”
Cal booking action
Use the Cal action to start a meeting-booking flow (e.g. Cal.com). Provide clear when to use instructions so the AI agent knows exactly when to offer a meeting—for example, “Use when the user asks to book a demo” or “Use when the user wants to schedule a call with sales.”Custom API actions
Custom actions let you send collected inputs to your own API. The request builder supports:- Methods:
GET,POST,PUT,DELETE(and optionally others your dashboard exposes) - Headers: Add authorization, content-type, or custom headers
- Dynamic variables: Use placeholders such as
{{email}},{{company_name}}, or{{custom_field}}in the URL, headers, or body so each request is filled with the user’s answers
Define when the AI should use the action
Every action includes a when to use field. This is important because it tells the AI when the action is appropriate instead of leaving the decision vague. Good examples:- “Use when the user wants a demo.”
- “Use when the user asks to speak to sales.”
- “Use when the user is ready to submit a support form.”
Custom actions
Custom actions support:- request methods:
GET,POST,PUT,DELETE - query params
- headers
- JSON request body
- custom data input fields
{{email}} or {{company_name}}.
Deleting actions
Removing an action is permanent and cannot be undone. The action disappears from the list and will no longer be offered by the bot. Any workflows or bot logic that referenced it will need to be updated.Calendly note
Before you use a Calendly action, connect Calendly in Settings -> Integrations. Otherwise the event-type picker has nothing to load.When to choose actions versus workflows
Use Actions when the task is a single interaction or one-off handoff. Use Workflows when you need multiple steps, branching logic, or saved execution history.Related pages
Workflows
Move to workflows when you need branching, waiting, or execution history.
Keyword rules
Use simpler deterministic replies for narrow trigger phrases.
Integrations
Connect Calendly, Google Sheets, WordPress, and MCP tools before you depend on them in actions.
Leads and orders
Review the captured data that lead-focused actions send into the workspace. Open leads in app.