Managing configured actions for AI agents

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_kkk_jyl_rgc" target="_blank">create configured actions</a> to allow AI agents
to perform certain tasks during conversations with customers, you can edit, reorder, or
delete those actions as needed. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="actions_managing__ul_t2l_3wl_rgc">
<li class="li"><a class="xref" href="#topic_npt_qpl_rgc">Editing a configured action</a></li>
<li class="li"><a class="xref" href="#id_j3q_hhb_gjc">Reordering configured actions</a></li>
<li class="li"><a class="xref" href="#topic_wxn_rpl_rgc">Deleting a configured action</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="actions_managing__ul_prt_jwl_rgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">About configured actions for AI
agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770" target="_blank">Creating and adding configured actions for AI
agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749555610" target="_blank">About events for AI agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_npt_qpl_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Editing a configured action</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">Configured actions can be edited from the Configured actions page, or from any place
where configured actions can be added. </p>
<p class="p"><strong class="ph b">To edit a configured action</strong></p>
<div class="p">
<ol class="ol" id="topic_npt_qpl_rgc__ol_k4m_nxl_rgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_npt_qpl_rgc__d9e283" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_api_integrations_icon.png">
<strong class="ph b">Actions</strong> in the sidebar, then select <strong class="ph b">Configured actions</strong>.</span></li>
<li class="li">Select the configured action you want to edit.<p class="p">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. </p>
</li>
<li class="li">Click <strong class="ph b">Edit action</strong>.<p class="p"><img class="image" id="topic_npt_qpl_rgc__image_tkq_txl_rgc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/aia_edit_action_dialog.png" width="450"></p>
</li>
<li class="li">Update the configured action’s configuration as necessary.<p class="p">For help
filling out the fields, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_kkk_jyl_rgc" target="_blank">Creating a configured
action</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Apply to # instances</strong>.<p class="p">The number included in the button’s
label tells you how many locations will be affected by your
changes.</p>
</li>
</ol>
</div>
<p class="p">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. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="id_j3q_hhb_gjc">
<h2 class="title topictitle2" id="ariaid-title3">Reordering configured actions</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">To reorder a configured action</strong></p>
<div class="p">
<ol class="ol" id="id_j3q_hhb_gjc__ol_vlq_hhb_gjc">
<li class="li">Open the configured actions you’ve added at the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_opk_kyl_rgc" target="_blank">AI agent</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_zbz_kyl_rgc" target="_blank">use case</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_b4n_lyl_rgc" target="_blank">block level</a>. </li>
<li class="li">Click the grabber icon (<img class="image" id="id_j3q_hhb_gjc__image_wlq_hhb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/exp-dash-tab-112.png" width="16">) next to the configured action you
want to reorder, then drag and drop it into another position.<p class="p"><img class="image" id="id_j3q_hhb_gjc__image_xlq_hhb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reordering_actions.png" width="300"></p>
When you reorder configured
actions at the:<ul class="ul" id="id_j3q_hhb_gjc__ul_ylq_hhb_gjc">
<li class="li">AI agent level, your changes are automatically saved.</li>
<li class="li">Use case level, your changes are automatically saved for AI agents
with agentic AI, but must be manually saved for zero-training AI
agents.</li>
<li class="li">Block level, you must manually save your changes.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_wxn_rpl_rgc">
<h2 class="title topictitle2" id="ariaid-title4">Deleting a configured action</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">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. </p>
<p class="p"><strong class="ph b">To delete a configured action</strong></p>
<div class="p">
<ol class="ol" id="topic_wxn_rpl_rgc__ol_y3x_1yl_rgc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_wxn_rpl_rgc__d9e283" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_api_integrations_icon.png">
<strong class="ph b">Actions</strong> in the sidebar, then select <strong class="ph b">Configured actions</strong>.</span></li>
<li class="li">For the configured action you want to delete, click the options (<img class="image" id="topic_wxn_rpl_rgc__image_hgw_cyl_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png">) menu and select <strong class="ph b">Delete</strong>.<p class="p">The Delete
action dialog appears, showing you how many locations the configured
action is currently used in.</p>
</li>
<li class="li">Click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
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