Available conversation actions for AI agents

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<p id="docs-hc-snippet" style="display: none;">Conversation actions are a type of configured action that allow you to create or modifylabelsandparameters, forming the basis for your business logic in conversation design. These actions are versatile and can be used for various purposes, including:</p>
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<p class="p">Conversation actions are a type of configured action that allow you to create or modify
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749583130" target="_blank">labels</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9522180655386" target="_blank">parameters</a>, forming the basis for your business logic in
conversation design. These actions are versatile and can be used for various purposes,
including: </p>
<ul class="ul" id="actions_available_conversation__ul_ixy_5pl_rgc">
<li class="li">
<strong class="ph b">Labeling conversations</strong>: Tag conversations, making them easier to track and
analyze within <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">conversation logs</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">analytics</a>. </li>
<li class="li">
<strong class="ph b">Creating parameters</strong>: Save parameters to use in conditional logic within the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a>, enabling more dynamic
and responsive conversation flows. </li>
<li class="li">
<strong class="ph b">Updating parameters</strong>: Update existing parameters, such as changing the
language of the conversation based on user preferences or other criteria. </li>
</ul>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="actions_available_conversation__ul_uv4_dpl_rgc">
<li class="li">
<a class="xref" href="#topic_hlt_dpl_rgc">Available conversation actions</a>
</li>
<li class="li"><a class="xref" href="#topic_gq4_2pl_rgc">Creating a conversation action</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="actions_available_conversation__ul_gty_jpl_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/8566644914202" target="_blank">Reviewing and managing configured actions for AI
agents</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hlt_dpl_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Available conversation actions</h2>
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<p class="p">The table below lists and describes the available conversation actions.</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Name</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Action-specific fields</strong></td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Set</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Sets the value of one or multiple parameters. You can
overwrite existing parameters or define new ones. Accepts both
strings and numbers. If you use only numbers, you can apply
numeric operators on them in conditional blocks, such as
“Greater than.”</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p"><em class="ph i">Click </em><strong class="ph b"><em class="ph i">Select Another Field</em></strong><em class="ph i">.</em></p>
<p class="p"><strong class="ph b">Field to update:</strong> Enter the name of the field the
action should update.</p>
<p class="p"><strong class="ph b">Value:</strong> Enter the string or number you want to set for
each specified field.</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Unset</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Removes the value of a parameter. You can unset the value of
only one parameter per action.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<strong class="ph b">Field to update:</strong> Enter the name of the field the
action should update.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Increment</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p">Increases the value of a numeric parameter by the specified
amount. Use only numbers in the Value field, and ensure the
parameters you use also contain only numbers to avoid
overwriting.</p>
<p class="p">For example, to track the number of use cases triggered in a
conversation, you could <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357733406234#h_01F7WZQVWAZJQ6GXYF39JM7Y3M" target="_blank">create a parameter</a>
called <em class="ph i">usecasesTriggered</em> and increment its value by
one for each use case–level action. </p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p"><strong class="ph b">Field to update:</strong> Enter the name of the field the
action should update.</p>
<p class="p"><strong class="ph b">Value:</strong> Enter the number by which the specified field
should be incremented.</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Push</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p">Allows you to store multiple values in a single parameter as
an array.</p>
<p class="p">For example, you could store customer information for the
session, like “B2C, EMEA.”</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p"><strong class="ph b">Field to update:</strong> Enter the name of the field the
action should update.</p>
<p class="p"><strong class="ph b">Data type:</strong> Select <strong class="ph b">string</strong>, <strong class="ph b">number</strong>, or
<strong class="ph b">boolean</strong>.</p>
<p class="p"><strong class="ph b">Value:</strong> Enter the values you want to store.</p>
</td>
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<td class="entry row-nocellborder" style="vertical-align:top;">Add label</td>
<td class="entry row-nocellborder" style="vertical-align:top;">Adds a label to the conversation, which can be used for
filtering in conversation logs and for enriching analytics. You
can add multiple labels to a single conversation and filter on
them individually.</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<strong class="ph b">Value:</strong> Enter the label you want to add.</td>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_gq4_2pl_rgc">
<h2 class="title topictitle2" id="ariaid-title3">Creating a conversation action</h2>
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<p class="p">Conversation actions can be created at the AI agent, use case, or block level. For
details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770" target="_blank">Creating and adding configured actions for AI
agents</a>.</p>
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