Creating Custom Actions
Actions are the individual API operations your AI can perform during calls. Each action maps to a single API endpoint.
Using Pipedrive, Salesforce, HubSpot, Zoho, Monday.com, or Zendesk? You don't need to configure actions manually. Click Add Action on your connected platform to see pre-built templates: 61 for Pipedrive, 60 for Zoho CRM, 56 for Salesforce, 42 for HubSpot, 36 for Monday.com, and 33 for Zendesk. Select a template and it auto-fills the endpoint, method, parameters, and body for you. The section below is for custom APIs or advanced use cases.
Step 1: Action Basics
| Field | Description | Example |
|---|---|---|
| Action Name | A unique identifier the AI uses to call this action | lookup_customer |
| Description | Tell the AI when and how to use this action | "Look up customer by phone number. Call automatically when a customer calls." |
| Requires Confirmation | AI asks customer to confirm before executing | Enable for creates/updates/deletes |
Step 2: HTTP Settings
| Field | Description | Example |
|---|---|---|
| HTTP Method | GET, POST, PUT, PATCH, or DELETE | GET |
| Endpoint Path | Path appended to your connection Base URL | /customers/lookup |
The full request URL is built from your Base URL + Endpoint Path:
Base URL: https://api.yourcrm.com/v2
Endpoint Path: /customers/lookup
Full URL: https://api.yourcrm.com/v2/customers/lookupStep 3: Add Parameters
Parameters define what data the AI collects from the customer and sends to your API. Each parameter can be:
- Required: AI must collect this before calling the action
- Optional: AI includes it if available
- Auto-filled: Automatically populated with a variable like {{caller_phone}}
Step 4: Assign to AI Agents
After creating actions, assign them to specific AI agents. Go to your AI agent's settings and select which actions they can use. Each employee can have different actions based on their role.