Creating and adding configured actions for AI agents

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<p id="docs-hc-snippet" style="display: none;">You can createconfigured actionsto allow AI agents to perform certain tasks during conversations with customers. When you create a configured action, you can use it at the AI agent level, use case level, or block level.</p>
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<p class="p">You can create <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">configured actions</a> to allow AI agents to
perform certain tasks during conversations with customers. When you create a configured
action, you can use it at the AI agent level, use case level, or block level. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="ultimate_actions_creating__ul_f4k_pyl_rgc">
<li class="li"><a class="xref" href="#topic_kkk_jyl_rgc">Creating a configured action</a></li>
<li class="li"><a class="xref" href="#topic_opk_kyl_rgc">Adding a configured action at the AI agent level</a></li>
<li class="li"><a class="xref" href="#topic_zbz_kyl_rgc">Adding a configured action at the use case level</a></li>
<li class="li"><a class="xref" href="#topic_b4n_lyl_rgc">Adding a configured action at the block level</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="ultimate_actions_creating__ul_as4_xyl_rgc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">About actions for AI agents</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8566644914202" target="_blank">Reviewing and managing 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_kkk_jyl_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Creating a configured action</h2>
<div class="body">
<p class="p">The configured actions you create are reusable for that AI agent. When you create a
configured action, you can easily add it at the AI agent, use case, or block level. </p>
<p class="p">Configured actions can be created from the Actions page, or from any place where
configured actions can be added.</p>
<div class="p">
<div class="note" id="topic_kkk_jyl_rgc__note_ypq_bzl_rgc">
<span class="notetitle">Note:</span> You can’t create configured actions with duplicate
configurations, even if the Name field is different. </div>
</div>
<p class="p"><strong class="ph b">To create a configured action</strong></p>
<div class="p">
<ol class="ol" id="topic_kkk_jyl_rgc__ol_mzc_bzl_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_kkk_jyl_rgc__image_clr_cmz_fjc" 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">Click <strong class="ph b">Create configured action</strong>. </li>
<li class="li">In <strong class="ph b">Name</strong>, enter a descriptive name for the configured action. </li>
<li class="li">In <strong class="ph b">Target</strong>, select an appropriate target:<ul class="ul" id="topic_kkk_jyl_rgc__ol_xnz_nzl_rgc">
<li class="li">If you’re building a conversation action, select
<strong class="ph b">Conversation</strong>. </li>
<li class="li">If you’re building an action for a voice AI agent, select
<strong class="ph b">Zendesk Voice</strong>. </li>
<li class="li">If you’re building a CRM action, select the specific CRM your AI
agent is integrated with. </li>
</ul>
</li>
<li class="li">In <strong class="ph b">Task</strong>, select which task the configured action should perform: <ul class="ul" id="topic_kkk_jyl_rgc__ol_wgz_rzl_rgc">
<li class="li">If you’re building a conversation action, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756631706" target="_blank">Available conversation actions
for AI agents</a> for more information about the available
options, including additional fields associated with each task. </li>
<li class="li">If you’re building an action for a voice AI agent, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11179638188698" target="_blank">Available voice actions for AI
agents</a> for the available tasks and action-specific
fields.</li>
<li class="li">If you’re building a CRM action, see the appropriate article below
for more information about the available options, including
additional fields associated with each task: <ul class="ul" id="topic_kkk_jyl_rgc__ul_i1t_5zl_rgc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357750876826" target="_blank">Available CRM actions for
AI agents and Zendesk Support</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357750804250" target="_blank">Available CRM actions for
AI agents and Zendesk Chat</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357734565402" target="_blank">Available CRM actions for
AI agents and Sunshine Conversations</a></li>
</ul>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.<p class="p"><img class="image" id="topic_kkk_jyl_rgc__image_pj3_c1m_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_create_action_window.png" width="450"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_opk_kyl_rgc">
<h2 class="title topictitle2" id="ariaid-title3">Adding a configured action at the AI agent level</h2>
<div class="body">
<p class="p">AI agent–level configured actions are executed in every conversation your AI agent
engages in. They require an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749555610" target="_blank">event</a> and an associated configured action. You can:</p>
<ul class="ul" id="topic_opk_kyl_rgc__ul_cpg_m23_g3c">
<li class="li"><a class="xref" href="#topic_xkq_n23_g3c">Add a configured action at the AI
agent level</a></li>
<li class="li"><a class="xref" href="#topic_axm_d23_g3c">Trigger a reply when a
conversation starts or becomes inactive</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_xkq_n23_g3c">
<h3 class="title topictitle3" id="ariaid-title4">Adding a configured action at the AI agent level</h3>
<div class="body">
<p class="p">You can add a configured action at the AI agent level.</p>
<p class="p"><strong class="ph b">To add a configured action at the AI agent level</strong></p>
<div class="p">
<ol class="ol" id="topic_xkq_n23_g3c__ol_aby_d1m_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_xkq_n23_g3c__image_wfv_rxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Events and actions</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add action</strong>.</li>
<li class="li">From the list, select the event that should trigger the configured
action.<p class="p">For more information about each event, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749555610" target="_blank">About events for AI
agents</a>.</p>
<p class="p"><img class="image" id="topic_xkq_n23_g3c__image_src_bgm_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_bot-level_action_example.png" width="600"></p>
</li>
<li class="li">From the next list, select an existing action or click <strong class="ph b">Create
action</strong> to <a class="xref" href="#topic_kkk_jyl_rgc">create a
new configured action</a>.<p class="p">Your configured action is added to
the list under the event you associated it with.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_axm_d23_g3c">
<h3 class="title topictitle3" id="ariaid-title5">Triggering a reply when a conversation starts or becomes inactive</h3>
<div class="body">
<p class="p">You can trigger a specific reply (dialogue) when a conversation starts or when it
becomes inactive. This special configured action can be triggered based only on
the Conversation started or Conversation inactive event. </p>
<p class="p"><strong class="ph b">To trigger a reply when a conversation starts or becomes inactive</strong></p>
<div class="p">
<ol class="ol" id="topic_axm_d23_g3c__ol_yzq_g23_g3c">
<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_axm_d23_g3c__image_wfv_rxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_settings_icon.png">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Events and actions</strong>.</span></li>
<li class="li">Click the drop-down arrow next to <strong class="ph b">Add action</strong> and select
<strong class="ph b">Trigger reply on event</strong>.<p class="p"><img class="image" id="topic_axm_d23_g3c__image_u1p_bf3_g3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_trigger_reply_on_event.png"></p>
<p class="p">The Activate reply on event
dialog appears.</p>
<p class="p"><img class="image" id="topic_axm_d23_g3c__image_pp3_jf3_g3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_activate_reply_on_event.png" width="450"></p>
</li>
<li class="li">Select either <strong class="ph b">Conversation started</strong> or <strong class="ph b">Conversation
inactive</strong> as the event that should trigger the reply.</li>
<li class="li">In <strong class="ph b">Select reply</strong>, select the reply (dialogue) that should be
triggered when the event you selected above occurs.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_zbz_kyl_rgc">
<h2 class="title topictitle2" id="ariaid-title6">Adding a configured action at the use case level</h2>
<div class="body">
<p class="p">Use case–level configured actions are executed when a specific use case is triggered
during a conversation. You select the configured action you want to execute when the
use case is triggered. Use case–level configured actions are particularly useful if
you want to apply a configured action to all replies within a use case. </p>
<p class="p"><strong class="ph b">To add a configured action at the use case level</strong></p>
<div class="p">
<ol class="ol" id="topic_zbz_kyl_rgc__ol_uk2_fzl_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_zbz_kyl_rgc__image_tkt_4xf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case you want to associate a configured action with. </li>
<li class="li">Click <strong class="ph b">Add action</strong>.<p class="p"><img class="image" id="topic_zbz_kyl_rgc__image_xjn_ccb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_add_use_case_action.png" width="600"></p>
</li>
<li class="li">From the list, select an existing action or click <strong class="ph b">Create action</strong> to
<a class="xref" href="#topic_kkk_jyl_rgc">create a new configured
action</a>.<p class="p">Your configured action is added under Use case actions.
</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_b4n_lyl_rgc">
<h2 class="title topictitle2" id="ariaid-title7">Adding a configured action at the block level</h2>
<div class="body">
<p class="p">Block-level configured actions are executed when a particular block within a
conversation flow is reached. These actions are useful for more granular control
within your dialogues. </p>
<div class="p">
<div class="note" id="topic_b4n_lyl_rgc__note_mwr_4zt_dhc">
<span class="notetitle">Note:</span> Configured actions are executed <em class="ph i">before</em> the
contents of the block. For example, if a configured action is added to an AI
agent message block, the action occurs before the AI agent message is
sent.</div>
</div>
<p class="p"><strong class="ph b">To add a configured action at the block level</strong></p>
<div class="p">
<ol class="ol" id="topic_b4n_lyl_rgc__ol_y3f_thm_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_b4n_lyl_rgc__image_tkt_4xf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Use cases</strong>.</span></li>
<li class="li">Select the use case that contains the dialogue you want to add a configured
action to. </li>
<li class="li">Select the <strong class="ph b">Dialogues</strong> tab. </li>
<li class="li">Hover over the reply that contains the dialogue you want to add a configured
action to and click <strong class="ph b">Edit</strong>.<p class="p"><img class="image" id="topic_b4n_lyl_rgc__image_pld_qcb_gjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_add_block_action_edit_dialogue.png" width="600"></p>
<p class="p">The dialogue builder
opens.</p>
</li>
<li class="li">Select the block you want to add a configured action to. </li>
<li class="li">In the <strong class="ph b">Details</strong> pane on the right, under <strong class="ph b">Configured actions</strong>,
click <strong class="ph b">Add action</strong>.</li>
<li class="li">From the list, select an existing configured action or click <strong class="ph b">Create
action</strong> to <a class="xref" href="#topic_kkk_jyl_rgc">create a
configured action</a>.<p class="p"><img class="image" id="topic_b4n_lyl_rgc__image_i4r_xmm_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_block-level_action_example.png" width="450"></p>
<p class="p">Your configured action is
added under Configured actions.</p>
</li>
<li class="li">
<strong class="ph b">Save</strong> or <strong class="ph b">Publish</strong> the dialogue.</li>
</ol>
</div>
</div>
</div>
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