Flow actions

Actions are the steps a flow runs when it matches. You add them in the response step of the flow builder, and they run in the order you place them. This page describes the actions you can use and when to reach for each.

Message

Sends a message to the visitor. A message can be shown word for word, exactly as you wrote it, which is ideal when the wording must be precise. Use fixed messages for policies, disclaimers, and any reply that should never vary.

Search knowledge

Searches your knowledge, finds the most relevant passages, and writes an answer grounded in them, with sources. This is the action that produces helpful, natural answers from your content. It is also what the Default behavior uses. Options let you tie it to escalation and to answer quality tracking, so a weak result can lead to a follow up.

Follow ups

Offers suggested next questions after an answer. This keeps a conversation moving by nudging the visitor toward related topics the assistant can help with.

Button

Shows a clickable button that links somewhere, for example a page on your site or a form. Use it to give the visitor a clear next step after a message.

Iframe

Embeds external content inside the chat window, such as a page or a widget you want the visitor to see without leaving the conversation.

API request

Calls an external service and can use the result in the conversation. Use this to look something up in another system while the visitor waits. You configure the address and method of the request.

Improvement

Flags the current answer for review by creating an item on your Improvements board. Use this on flows where you want to keep a close eye on answer quality. See Improvements.

Handover

Transfers the conversation to another assistant. Use this when a different assistant is better suited to continue, for example a specialized one for a particular topic.

Escalation and Send email

Escalation connects the visitor to your team through your configured Help Desks. A send email action can notify a destination when a flow runs. Use these to make sure a human is looped in at the right moment.

Combining actions

Actions are most powerful in combination. A single flow might send a short message, search your knowledge for the details, offer follow up questions, and end with an escalation button. Because actions run in order, you control the exact shape of the reply.