About actions in AI agents

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Actions let your AI agents perform specified tasks during conversations
with customers. In the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agent workspace</a>,
there are four types of actions:
</div>
<ul class="ul" id="adv_actions_about__ul_f15_kll_hjc">
<li class="li">
<strong class="ph b">Configured actions</strong>: Actions that can
be used to enrich the conversation
experience, retrieve or send conversation details to your CRM platform,
or improve
your understanding of your customer conversations overall.
</li>
<li class="li">
<strong class="ph b">API integrations</strong>: Connections to an
API or other data source that are created
in the integration builder, a powerful no-code tool that enables
you to create API
integrations without extended technical or programming skills.
</li>
<li class="li">
<strong class="ph b">Action flows</strong>: User-defined automated
sequences of steps that perform actions
in Zendesk and external systems based on a defined event that initiates
or triggers
the workflow.
</li>
<li class="li">
<strong class="ph b">Custom actions</strong>: Actions that allow
you to update data outside of Zendesk
using an API you specify.
</li>
</ul>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="adv_actions_about__ul_ddl_fll_hjc">
<li class="li">
<a class="xref" href="#topic_trv_jgm_hjc">Accessing actions in an AI agent</a>
</li>
<li class="li">
<a class="xref" href="#topic_mhg_fll_hjc">About configured actions in AI agents</a>
</li>
<li class="li">
<a class="xref" href="#topic_qgw_gll_hjc">About API integrations in AI agents</a>
</li>
<li class="li">
<a class="xref" href="#topic_hq4_hll_hjc">About action flows in AI agents</a>
</li>
<li class="li">
<a class="xref" href="#topic_ufn_3ll_hjc">About custom actions in AI agents</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_trv_jgm_hjc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing actions in an AI agent</h2>
<div class="body">
<p class="p">You can access an AI agent's actions in the sidebar.</p>
<p class="p">
<strong class="ph b">To access actions in an AI agent</strong>
</p>
<ol class="ol" id="topic_trv_jgm_hjc__ol_qjc_mgm_hjc">
<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">
Click
<img class="image" id="topic_trv_jgm_hjc__image_e2r_pgm_hjc" 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.
<p class="p">
<img class="image" id="topic_trv_jgm_hjc__image_c1x_zgm_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_actions_updated_menu_options.png" width="300">
</p>
<p class="p">
From here, you can create a
<a class="xref" href="#topic_mhg_fll_hjc">configured action</a>,
<a class="xref" href="#topic_qgw_gll_hjc">API integration</a>,
<a class="xref" href="#topic_hq4_hll_hjc">action flow</a>,
or
<a class="xref" href="#topic_ufn_3ll_hjc">custom
action</a>.
</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mhg_fll_hjc">
<h2 class="title topictitle2" id="ariaid-title3">About configured actions in AI agents</h2>
<div class="body">
<p class="p">
Configured actions can be used to enrich the conversation experience,
retrieve or
send conversation details to your CRM platform, or improve your understanding
of
your customer conversations overall. 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" dir="ltr">
<strong class="ph b">When to use configured actions in an AI agent:</strong>
</p>
<ul class="ul" id="topic_mhg_fll_hjc__ul_jyr_44y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
Use configured actions to update the parameters in the AI
agent
session, or else add labels to conversations for conversation
design or
reporting.
</p>
</li>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">Where configured actions can be added:</strong>
</p>
<ul class="ul" id="topic_mhg_fll_hjc__ul_kyr_44y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
Configured actions can be added at the AI agent level, the
use case
level, and the dialogue block level or in a procedure.
</p>
</li>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">How to create a configured action:</strong>
</p>
<ul class="ul" id="topic_mhg_fll_hjc__ul_lyr_44y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
<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>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">How to add a configured action in an AI agent:</strong>
</p>
<ul class="ul" id="topic_mhg_fll_hjc__ul_myr_44y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770-Creating-and-adding-configured-actions-for-AI-agents#topic_opk_kyl_rgc" target="_blank">Adding a configured action at the AI
agent level</a>
</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770-Creating-and-adding-configured-actions-for-AI-agents#topic_zbz_kyl_rgc" target="_blank">Adding a configured action at the use
case level</a>
</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770-Creating-and-adding-configured-actions-for-AI-agents#topic_b4n_lyl_rgc" target="_blank">Adding a configured action at the block
level</a>
</p>
</li>
</ul>
<p class="p">For more information, see the following resources:</p>
<ul class="ul" id="topic_mhg_fll_hjc__ul_llv_zyl_hjc">
<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/8566644914202" target="_blank">Reviewing and managing configured actions for
AI agents</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qgw_gll_hjc">
<h2 class="title topictitle2" id="ariaid-title4">About API integrations in AI agents</h2>
<div class="body">
<p class="p">
Previously, API integrations in AI agents were created through the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756844442" target="_blank">integration builder</a>,
which provided a way to connect an
AI agent to any API or data source without extended technical or
programming skills.
</p>
<p class="p">
<strong class="ph b">When to use API integrations in the integration builder in an AI agent:</strong>
</p>
<ul class="ul" id="topic_qgw_gll_hjc__ul_vdn_r4y_hjc">
<li class="li">
Going forward, you should create API integrations through
<a class="xref" href="#topic_ufn_3ll_hjc">custom actions</a>
instead, as
these serve the same function as API integrations created through
the
integration builder. However, the API integrations menu option
remains available
in the AI agents workspace for customers who need to maintain
API integrations
they've already created.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_hq4_hll_hjc">
<h2 class="title topictitle2" id="ariaid-title5">About action flows in AI agents</h2>
<div class="body">
<p class="p">
Action flows are user-defined automated sequences of steps that perform
actions in
Zendesk and external systems based on a defined event that initiates
or triggers the
workflow.
</p>
<p class="p" dir="ltr">
<strong class="ph b">When to use action flows in an AI agent:</strong>
</p>
<ul class="ul" id="topic_hq4_hll_hjc__ul_bkp_s4y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
Use action flows when you need to integrate with an external
system
<em class="ph i">and</em> multiple steps are necessary either
due to data
transformation needs or because multiple external systems
are involved.
</p>
</li>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">Where action flows can be added in an AI agent:</strong>
</p>
<ul class="ul" id="topic_hq4_hll_hjc__ul_ckp_s4y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
Action flows can be added at the dialogue block level or
in a
procedure.
</p>
</li>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">How to create an action flow:</strong>
</p>
<ul class="ul" id="topic_hq4_hll_hjc__ul_dkp_s4y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Creating action flows to automate
processes across Zendesk and external systems</a>
</p>
<p class="p" dir="ltr">
When creating an action flow for an AI agent, keep the following
in
mind:
</p>
<ul class="ul" id="topic_hq4_hll_hjc__ul_i2w_54y_hjc">
<li class="li" dir="ltr">
Unlike actions flows you may create in other contexts,
action
flows in AI agents do <em class="ph i">not</em> consume
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10149993578522" target="_blank">action credits</a>.
</li>
<li class="li" dir="ltr">
Outputs of an action flow aren't available to test in
the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a>.
</li>
<li class="li" dir="ltr">
If you create an action flow with branching conditions,
you
must pass a parameter at the end of the flow so the AI
agent knows what
to do with the flow's output (because it has only Success
and Fallback
scenarios).
</li>
</ul>
</li>
</ul>
<div class="p">
<div class="div">
<p class="p" dir="ltr">
<strong class="ph b">How to add an action flow in an AI agent:</strong>
</p>
<ul class="ul" id="topic_hq4_hll_hjc__ul_zt4_t4y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
Add an <em class="ph i">Integration or action flow</em>
block in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a>,
or
insert a reference to the custom action in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">procedure builder</a>.
</p>
</li>
</ul>
</div>
</div>
<div class="p">
<div class="note" id="topic_hq4_hll_hjc__note_hkt_v4y_hjc">
<span class="notetitle">Note:</span>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978#topic_ubt_qyr_k2c" target="_blank">Standard actions</a>
are not directly
available in an AI agent yet, though they are available as part
of an
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action flow</a>.
However, note that the
number of action flows you can create is limited. As an alternative,
use a
configured action instead of a standard action as part of an
action flow.
</div>
</div>
<p class="p">For more information, see the following resources:</p>
<ul class="ul" id="topic_hq4_hll_hjc__ul_rwz_rbm_hjc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">Understanding the action builder and action
flows</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">Editing and managing action flows</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ufn_3ll_hjc">
<h2 class="title topictitle2" id="ariaid-title6">About custom actions in AI agents</h2>
<div class="body">
<p class="p">
Custom actions allow you to update data outside of Zendesk using
an API you
specify.
</p>
<div class="p">
<div class="div">
<p class="p" dir="ltr">
<strong class="ph b">When to use custom actions in an AI agent:</strong>
</p>
<ul class="ul" id="topic_ufn_3ll_hjc__ul_nqd_z4y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
Use custom actions as the default way of integrating
with
an external system, if they don't already exist as
standard actions
in action flows. Simple requests that fetch or update
data through a
single endpoint should use a custom action.
</p>
</li>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">Where custom actions can be added in an AI agent:</strong>
</p>
<ul class="ul" id="topic_ufn_3ll_hjc__ul_oqd_z4y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
Custom actions can be added at the dialogue block
level or
in a procedure.
</p>
</li>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">How to create a custom action: </strong>
</p>
<ul class="ul" id="topic_ufn_3ll_hjc__ul_pqd_z4y_hjc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013439366810" target="_blank">Creating custom actions for auto
assist, AI agents, and action flows</a>
</p>
</li>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">How to add a custom action in an AI agent:</strong>
</p>
<ul class="ul" id="topic_ufn_3ll_hjc__ul_k1h_1py_hjc">
<li class="li">
Add an <em class="ph i">Integration or action flow</em>
block in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810" target="_blank">dialogue builder</a>,
or insert a
reference to the custom action in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8979864563610" target="_blank">procedure builder</a>.
</li>
</ul>
</div>
</div>
<p class="p">For more information, see the following resources:</p>
<ul class="ul" id="topic_ufn_3ll_hjc__ul_d4y_s1m_hjc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9174548349978" target="_blank">About actions for auto assist and action
flows</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9156980948250" target="_blank">Managing custom actions for automated
tasks</a>
</li>
</ul>
</div>
</div>
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