Creating and adding configured actions for AI agents

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.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise










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.

You can create configured actions 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.
This article contains the following topics:

Creating a configured action
Adding a configured action at the AI agent level
Adding a configured action at the use case level
Adding a configured action at the block level

Related articles:


About actions for AI agents


Reviewing and managing actions for AI
agents

About events for AI agents



Creating a configured action

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.
Configured actions can be created from the Actions page, or from any place where
configured actions can be added.


Note: You can’t create configured actions with duplicate
configurations, even if the Name field is different.

To create a configured action


In the AI agents workspace, select the AI agent you want to work
with.

Click
Actions in the sidebar, then select Configured actions. Or, if you bought AI agents - Advanced before March 10, 2026: Click
Content in the sidebar, then select Actions.

Click Create configured action.
In Name, enter a descriptive name for the configured action.
In Target, select an appropriate target:
If you’re building a conversation action, select
Conversation.
If you’re building a CRM action, select the specific CRM your AI
agent is integrated with.


In Task, select which task the configured action should perform:
If you’re building a conversation action, see Available conversation actions
for AI agents for more information about the available
options, including additional fields associated with each task.
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:

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




Click Create.






Adding a configured action at the AI agent level

AI agent–level configured actions are executed in every conversation your AI agent
engages in. They require an event and an associated configured action. You can:

Add a configured action at the AI
agent level
Trigger a reply when a
conversation starts or becomes inactive



Adding a configured action at the AI agent level

You can add a configured action at the AI agent level.
To add a configured action at the AI agent level


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select Events and actions.
Click Add action.
From the list, select the event that should trigger the configured
action. For more information about each event, see About events for AI
agents.


From the next list, select an existing action or click Create
action to create a
new configured action. Your configured action is added to
the list under the event you associated it with.






Triggering a reply when a conversation starts or becomes inactive

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.
To trigger a reply when a conversation starts or becomes inactive


In the AI agents workspace, select the AI agent you want to work
with.
Click
Settings in the sidebar, then select Events and actions.
Click the drop-down arrow next to Add action and select
Trigger reply on event.
The Activate reply on event
dialog appears.


Select either Conversation started or Conversation
inactive as the event that should trigger the reply.
In Select reply, select the reply (dialogue) that should be
triggered when the event you selected above occurs.
Click Save.






Adding a configured action at the use case level

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.
To add a configured action at the use case level


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case you want to associate a configured action with.
Click Add action.

From the list, select an existing action or click Create action to
create a new configured
action. Your configured action is added under Use case actions.


Click Save.





Adding a configured action at the block level

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.


Note: Configured actions are executed before 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.

To add a configured action at the block level


In the AI agents workspace, select the AI agent you want to work
with.
Click
Content in the sidebar, then select Use cases.
Select the use case that contains the dialogue you want to add a configured
action to.
Select the Dialogues tab.
Hover over the reply that contains the dialogue you want to add a configured
action to and click Edit.
The dialogue builder
opens.

Select the block you want to add a configured action to.
In the Details pane on the right, under Configured actions,
click Add action.
From the list, select an existing configured action or click Create
action to create a
configured action.
Your configured action is
added under Configured actions.


Save or Publish the dialogue.




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