# Flow actions (/flows/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 [#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 [#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 [#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 [#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 [#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 [#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 [#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](/operations/improvements).

## Handover [#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-and-send-email]

Escalation connects the visitor to your team through your configured
[Help Desks](/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 [#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.

<Callout title="Order matters">
  Actions run from top to bottom. Put a framing message before a knowledge search,
  and put buttons or escalation after the answer so they appear as the natural next
  step.
</Callout>