Introduction

In this guide, we’ll walk you through how to add and manage your Custom Action. Whether you’re a new user or simply looking to refresh your setup, these steps will help you fine-tune your AI agent’s capabilities and improve customer interactions.

Custom Actions are functions defined for agent. Whenever a need arise where ai agent do not have any ability to take action on its own or have no context about ticket or user question, you can create a function and provide an api so that agent can rely on it for that action. For example - sending sms, sending whatsapp message etc.

Step-by-Step Overview

1. Locate the Actions Tab
In the ServiceAgent platform, go to Agent Settings for the relevant AI agent. Within this area, find and select the Actions tab. In Actions during call. Select Custom Action in Add Action dropdown. This is where you’ll manage the custom actions.

2. Provide Agent Guideline and Voice Agent Response
In the Action sidesheet, you may see a heading like Agent Guideline. Provide a short guideline when agent will use this function. In response section add the message which agent will say while making that action call.

3. Action Configuration
In function name, provide a short and unique name for function(do not provide any space). In its description, provide the description of what that function does.

4. Api Configuration
In the configuration section. Provide the api details properly, provide url, method, headers, query params, and body configuration. You can also use Variables to make your api more dynamic. In variable section click on add variable and provide its name(no space), description - describe about the variable. Agent will fetch it directly from the user on call. Provide its datatype and fallback value.

5. Test
You can test your api by clicking on test api button. You can check if the api is setup correctly on our system and you are getting a successful response from the api as expected.

6. Save Your Action
After successfully testing api, save the api and click on Create button. And click on Save Agent button. Now the action is available to Agent.

Note:
1. Ensure to test the api before setting api. As when in call same will be used. Feel free to reach out to us on chat support in case of any issue.

2. ​Use ​variables, ​custom variables will be fetched during call. ​You can also use provided variables like agentId and callerNumber.