About configured actions for AI agents

Configured actions let your AI agents perform certain tasks during conversations with customers. These actions can be used to:


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The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.



Note: For customers who bought AI agents - Advanced before March
10, 2026, configured actions are called actions in the AI agents
workspace.

Configured actions let your AI agents perform certain tasks during conversations with
customers. These actions can be used to:


Enrich the conversation experience for the customer by leveraging parameters to create more dynamic and responsive
conversation flows.

Retrieve or send conversation details to your CRM platform so you can use
important customer information during conversations or store for later.

Improve your understanding of your customer conversations overall by applying
situation-specific labels to conversations for later analysis.

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.
This article contains the following topics:

Types of configured actions
Where configured actions can be applied

Related articles:

Creating and adding configured actions for AI
agents

Reviewing and managing configured actions for AI
agents

About events for AI agents



Types of configured actions

There are two types of configured actions:

Conversation actions
CRM actions



Conversation actions

Conversation actions allow AI agents to perform tasks during conversations with
customers. These actions are versatile and can be used for various purposes,
including:


Creating parameters: Save parameters to use in conditional logic
within the dialogue builder, enabling more dynamic and responsive
conversation flows.

Modifying parameters: Update existing parameters, such as changing
the language of the conversation based on user preferences or other
criteria.

Labeling conversations: Tag conversations, making them easier to
track and analyze within conversation logs and analytics.

For a list of available conversation actions, see Available conversation actions for AI
agents.



CRM actions

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.
For a list of available conversation actions for each CRM platform, see the
articles below:


Available CRM actions for AI agents and
Zendesk Support

Available CRM actions for AI agents and
Zendesk Chat

Available CRM actions for AI agents and
Sunshine Conversations






Where configured actions can be applied

Configured actions, whether they’re conversation actions or CRM actions, can be
applied at three different levels:

AI agent–level configured actions
Use case–level configured actions
Block-level configured actions



AI agent–level configured actions

AI agent–level actions are executed in every conversation your AI agent engages
in. They require an event 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.

To create an AI agent–level action, see Adding an action at the AI agent
level.



Use case–level configured actions

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.
For example, you can apply conversation tags or internal notes based on the use
case.

To create a use case–level configured action, see Adding an action at the use case
level.



Block-level configured actions

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.
For example, you could add labels to conversations, check for specific
parameters, or store detailed information relevant to the ongoing
conversation.

To add a block-level configured action, see Adding an action at the block
level.



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