Managing custom actions for automated tasks

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Custom actions are automated tasks that you configure. They can be carried out by auto assist, which is part of agent copilot, and by action flows, which perform a pre-defined series of automated tasks.

There are two types of actions: standard actions that are defined by Zendesk, and custom actions that you configure based on an API. You can edit and delete custom actions. Standard actions can't be modified.

This article contains the following topics:

Editing a custom action

Deleting a custom action

Related articles:

About actions for auto assist and action flows

Creating actions for auto assist and action flows

Editing a custom action

Admins can edit existing custom actions in Admin Center.
Note: Changes made to a custom action aren’t reflected in any action flow steps until you delete and re-add the action step.

To edit an action

In Admin Center, click Apps and integrations in the sidebar, then select Actions > Custom actions.

For the action you want to edit, click the options menu () and select Edit.

Make changes to the custom action as needed.
For help, see Creating an action.

Tip: If you make changes to a custom action, make sure that the name and description are still accurate.

Click Save.

Deleting a custom action

Admins can delete custom actions in Admin Center. Deleting an action is permanent, and its contents can't be recovered.

When you delete a custom action, it's no longer available for auto assist procedures or action flows. Make sure to adjust any affected procedures or action flows.

To delete an action

In Admin Center, click Apps and integrations in the sidebar, then select Actions > Custom actions.

For the custom action you want to delete, click the options menu () and select Delete.

In the window that appears, click Delete action.