Run Action Step

The Run Action step calls an external service through one of your connected integrations. Use it to look up data, create records, or trigger actions in Shopify, Stripe, HubSpot, Zendesk, or any custom integration.

When to use this step

Use this step whenever your workflow needs to interact with an external system — checking an order status, processing a refund, creating a CRM record, looking up a payment, or updating a ticket in another platform.

Configuration

• Integration — the connected integration to use (e.g., Shopify, Stripe)
• Action — the specific action to perform (e.g., "Look up order", "Process refund")
• Input bindings — maps workflow variables to the action's parameters
• Share response — whether to include the action result in the conversation context

Input bindings

Input bindings let you pass data collected earlier in the workflow as parameters to the integration action. For example, map the workflow variable "order_id" (collected via an Ask Question step) to the Shopify "Look up order" action's order ID parameter.

Confirmation gate

Enable "require confirmation" to show the customer a confirmation message before executing the action. This is important for irreversible actions like processing refunds or canceling orders. You can customize the confirmation message with variables. If the customer declines, the workflow follows the decline path.

Output paths

• Success — the action executed successfully
• Declined — the customer declined the confirmation prompt (only when confirmation is enabled)
• Failure — the action failed due to an API error, timeout, or invalid data

Error handling

If the action fails, you can provide a custom error message to show the customer. The failure path lets you handle errors gracefully — for example, by apologizing and assigning the conversation to a human agent for manual resolution.

Example use cases

• Look up a Shopify order by order number collected via an Ask Question step
• Check Stripe payment status and share the result with the customer
• Process a refund with a confirmation gate so the customer can confirm the amount
• Create a ticket in Zendesk with full conversation context attached