Configuring actions in the bot builder

Modified on: Tue, 29 Sep, 2026 at 10:17 PM

TABLE OF CONTENTS

Understanding actions
Types of actions
Configure an action
Dynamic actions
Agent handover
Ticket actions
Widget actions

This article provides information about the different types of actions and steps to configure them within the bot builder.

Prerequisites:

Ensure you have access to create chatbots.

Understanding actions

An action is an event that the bot can trigger as part of a conversation flow. For each dialog you create, you can configure an action to run before or after the dialog. Actions let you perform specific tasks during a conversation, such as retrieving information from an external system, updating a property, transferring a conversation to an agent, or controlling the chat widget.

For example, you can trigger an API from a dialog to create a Freshdesk ticket and retrieve the ticket ID. You can then display the ticket ID to the customer during the conversation.

Types of actions

The bot builder provides the following types of actions:

Dynamic actions: Use these actions to connect the bot to external systems, invoke JavaScript functions, store or update conversation or user properties.
Agent handover: Use these actions to transfer a conversation from the bot to human support. You can send the conversation to the assignment queue or a specific group.
Ticket actions: Use these actions to resolve the ticket.
Widget actions: Use these actions to control the behavior of the chat widget, such as opening, hiding, minimizing, or delaying widget actions..

Dynamic actions

Use dynamic actions when the bot needs to perform an operation or retrieve information while handling a conversation. These actions can connect your bot to external APIs, run custom JavaScript, store information as properties, or hand the conversation to the Answers module.

Action	Description	Example
Set property	Adds or updates a property for the user or ticket. You can use the property later in the bot flow or pass it to another application. Learn more.	Store the customer's issue type as a property and use it later when creating or updating a ticket.
Trigger API	Fetches, updates, or sends data through an API. You can use it to connect the bot with third-party applications or internal systems. Learn more.	Fetch payment status from an internal billing system and display it to the customer.
Trigger JS Function	Invokes a JavaScript function to trigger an external action from the bot flow.	Trigger a call action when a customer chooses to contact support. Learn more.
Trigger custom functions	Runs a custom function from the bot flow to perform a specific operation based on your requirements.	Use a custom function to perform an operation that requires additional processing or logic outside the standard bot actions.
Detect natural language	Detects and interprets natural-language input from the customer to help determine the appropriate action or path in the bot flow.	Identify the customer intent from a free-form message and continue with the relevant bot flow.

Agent handover

Use agent handover actions when a conversation needs to move from the bot to human support. You can either make the conversation available for assignment or route it to a specific group.

Action	Description
Make available for assignment	Transfers the conversation to the agent assignment queue, where it is picked up by the next available agent or handled according to the assignment rules.
Assign to group	Transfers the conversation to a specific group. The conversation is then picked up by the next available agent or assigned according to your assignment rules.

Ticket actions

Use ticket actions to resolve the ticket associated with the conversation. For example, automatically resolve the ticket after the bot provides the required information and completes the conversation.

Use widget actions to control how the chat widget behaves on the customer's page. These actions can redirect the customer, control the widget's state, display messages, introduce a response delay, or send a message to the bot.

Action	Description
Open URL	Redirects the customer to a specified URL. You can configure the time frame for the redirection.
Add a delay in response	Delays the bot's next response. The maximum delay is three seconds.
Hide widget	Hides the widget on the page. You can specify when it is hidden.
Minimize widget	Minimizes an open widget and displays the bot icon. You can specify when it is minimized.

Configure actions

For each dialog in your bot flow, you can configure an action to run before or after the dialog.

Select the dialog where you want to configure an action.
Choose whether the action should run before or after the dialog.
Select the action you want to trigger and configure it as required.
Save the dialog configuration.