Workflow Actions

Actions are the building blocks of your workflows. Each action performs a specific task when the workflow runs.

Available actions

• Send message — send a text message to the customer (supports personalization variables)
• Assign conversation — assign to a specific agent, team, or use round-robin
• Create ticket — create a support ticket from the conversation
• Update contact — update the customer's profile fields
• Update conversation — change status, priority, or tags
• Close conversation — mark the conversation as resolved
• Trigger integration — perform an action in a connected third-party service
• Add tag — add a tag to the conversation

Personalization

Message actions support personalization variables like the customer's name, email, and company. Use these to create dynamic, personalized messages that feel human.