Managing configured actions for AI agents

After youcreate configured actionsto allow AI agents to perform certain tasks during conversations with customers, you can edit, reorder, or delete those actions as needed.


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After you create configured actions to allow AI agents
to perform certain tasks during conversations with customers, you can edit, reorder, or
delete those actions as needed.
This article contains the following topics:

Editing a configured action
Reordering configured actions
Deleting a configured action

Related articles:

About configured actions for AI
agents
Creating and adding configured actions for AI
agents
About events for AI agents



Editing a configured action

Because configured actions can be reused at multiple levels, easy management is
crucial for keeping your actions up to date. When you update a configured action,
those updates are applied to every location where the action is used.
Configured actions can be edited from the Configured actions page, or from any place
where configured actions can be added.
To edit a configured action


In the AI agents workspace, select the AI agent you want to work
with.
Click
Actions in the sidebar, then select Configured actions.
Select the configured action you want to edit. The Action details pane
appears. Under References, note the locations where the configured
action is currently used. All of these locations will be affected by any
updates you make to the action.

Click Edit action.

Update the configured action’s configuration as necessary. For help
filling out the fields, see Creating a configured
action.

Click Apply to # instances. The number included in the button’s
label tells you how many locations will be affected by your
changes.



Your changes are applied to the configured action going forward. Any instances of the
configured action that were already executed in conversations are not affected.



Reordering configured actions

When you add a configured action at the AI agent, use case, or block level, it's
added to the end of the list of actions by default. You can change the order of the
actions so they’re performed in the correct order, regardless of the order you added
them in.
To reorder a configured action


Open the configured actions you’ve added at the AI agent, use case, or block level.
Click the grabber icon ( ) next to the configured action you
want to reorder, then drag and drop it into another position.
When you reorder configured
actions at the:
AI agent level, your changes are automatically saved.
Use case level, your changes are automatically saved for AI agents
with agentic AI, but must be manually saved for zero-training AI
agents.
Block level, you must manually save your changes.







Deleting a configured action

Deleting a configured action affects all the locations where it’s used. Ensure that
you no longer need the configured action anywhere before deleting it.
If a configured action is still needed in some areas but not in others, remove it
from the specific locations where it should no longer be triggered instead of
deleting it.
To delete a configured action


In the AI agents workspace, select the AI agent you want to work
with.
Click
Actions in the sidebar, then select Configured actions.
For the configured action you want to delete, click the options ( ) menu and select Delete. The Delete
action dialog appears, showing you how many locations the configured
action is currently used in.

Click Delete.




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