About configured actions for AI agents

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<p id="docs-hc-snippet" style="display: none;">Configured actions let your AI agents perform certain tasks during conversations with customers. These actions can be used to:</p>
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<p class="p">Configured actions let your AI agents perform certain tasks during conversations with
customers. These actions can be used to: </p>
<ul class="ul" id="actions_about__ul_kyk_nnl_rgc">
<li class="li">
<strong class="ph b">Enrich the conversation experience for the customer</strong> by leveraging <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9522180655386" target="_blank">parameters</a> to create more dynamic and responsive
conversation flows. </li>
<li class="li">
<strong class="ph b">Retrieve or send conversation details to your CRM platform</strong> so you can use
important customer information during conversations or store for later. </li>
<li class="li">
<strong class="ph b">Improve your understanding of your customer conversations overall</strong> by applying
situation-specific <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749583130" target="_blank">labels</a> to conversations for later analysis. </li>
</ul>
<p class="p">Configured actions can be applied at different points in the conversation journey, giving
you flexibility to manage conversations, personalize responses, and interact efficiently
with your CRM system. </p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="actions_about__ul_okm_mnl_rgc">
<li class="li"><a class="xref" href="#topic_zjd_cnl_rgc">Types of configured actions</a></li>
<li class="li"><a class="xref" href="#topic_adr_cnl_rgc">Where configured actions can be applied</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="actions_about__ul_ghr_fnl_rgc">
<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>
<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>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zjd_cnl_rgc">
<h2 class="title topictitle2" id="ariaid-title2">Types of configured actions</h2>
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<p class="p">There are two types of configured actions: </p>
<ul class="ul" id="topic_zjd_cnl_rgc__ul_pvw_knl_rgc">
<li class="li"><a class="xref" href="#topic_pnp_3nl_rgc">Conversation actions</a></li>
<li class="li"><a class="xref" href="#topic_kyv_jnl_rgc">CRM actions</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_pnp_3nl_rgc">
<h3 class="title topictitle3" id="ariaid-title3">Conversation actions</h3>
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<p class="p">Conversation actions allow AI agents to perform tasks during conversations with
customers. These actions are versatile and can be used for various purposes,
including: </p>
<ul class="ul" id="topic_pnp_3nl_rgc__ul_oc3_rnl_rgc">
<li class="li">
<strong class="ph b">Creating parameters</strong>: Save parameters to use in conditional logic
within the dialogue builder, enabling more dynamic and responsive
conversation flows. </li>
<li class="li">
<strong class="ph b">Modifying parameters</strong>: Update existing parameters, such as changing
the language of the conversation based on user preferences or other
criteria. </li>
<li class="li">
<strong class="ph b">Labeling conversations</strong>: Tag conversations, making them easier to
track and analyze within conversation logs and analytics. </li>
</ul>
<p class="p">For a list of available conversation actions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756631706" target="_blank">Available conversation actions for AI
agents</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_kyv_jnl_rgc">
<h3 class="title topictitle3" id="ariaid-title4">CRM actions</h3>
<div class="body">
<p class="p">CRM actions enable communication between AI agents and your CRM platform. These
actions are platform-specific, meaning different actions are available for each
CRM platform. </p>
<p class="p">For a list of available conversation actions for each CRM platform, see the
articles below: </p>
<ul class="ul" id="topic_kyv_jnl_rgc__ul_m13_5nl_rgc">
<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>
<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 (Legacy)</a></li>
</ul>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_adr_cnl_rgc">
<h2 class="title topictitle2" id="ariaid-title5">Where configured actions can be applied</h2>
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<p class="p">Configured actions, whether they’re conversation actions or CRM actions, can be
applied at three different levels:</p>
<ul class="ul" id="topic_adr_cnl_rgc__ul_ulw_f4l_rgc">
<li class="li"><a class="xref" href="#topic_nnm_znl_rgc">AI agent–level configured actions</a></li>
<li class="li"><a class="xref" href="#topic_lwg_14l_rgc">Use case–level configured actions</a></li>
<li class="li"><a class="xref" href="#topic_msf_b4l_rgc">Block-level configured actions</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_nnm_znl_rgc">
<h3 class="title topictitle3" id="ariaid-title6">AI agent–level configured actions</h3>
<div class="body">
<p class="p">AI agent–level 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 action. For
example, you could create a configured action associated with the “Conversation
started” event to automatically pull in customer information from your CRM when
a conversation begins.</p>
<p class="p"><img class="image" id="topic_nnm_znl_rgc__image_u4p_j4l_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_bot-level_action_example.png" width="600"></p>
<p class="p">To create an AI agent–level action, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_opk_kyl_rgc" target="_blank">Adding an action at the AI agent
level</a>.</p>
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</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_lwg_14l_rgc">
<h3 class="title topictitle3" id="ariaid-title7">Use case–level configured actions</h3>
<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">For example, you can apply conversation tags or internal notes based on the use
case.</p>
<p class="p"><img class="image" id="topic_lwg_14l_rgc__image_tft_r4l_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_intent-level_action_example.png" width="600"></p>
<p class="p">To create a use case–level configured action, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_zbz_kyl_rgc" target="_blank">Adding an action at the use case
level</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_msf_b4l_rgc">
<h3 class="title topictitle3" id="ariaid-title8">Block-level configured actions</h3>
<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>
<p class="p">For example, you could add labels to conversations, check for specific
parameters, or store detailed information relevant to the ongoing
conversation.</p>
<p class="p"><img class="image" id="topic_msf_b4l_rgc__image_s25_t4l_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ultimate_block-level_action_example.png" width="600"></p>
<p class="p">To add a block-level configured action, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770#topic_b4n_lyl_rgc" target="_blank">Adding an action at the block
level</a>.</p>
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