How do I use custom actions in Copilot?

Custom actions in Copilot allow you to quickly perform specific tasks that connect with your external systems—like initiating a refund, updating order status, or creating tickets—all without leaving your conversation workspace.

This article will help you understand what custom actions are, how to use them while handling cases, and how to set them up for your team.

What are custom actions?

Custom actions are shortcuts that let your agents perform specific tasks directly from Copilot. These actions connect to your external tools and services to automate workflows that would otherwise require switching between multiple platforms.

For example, you might configure a custom action to:

• Initiate a return in your e-commerce platform
• Update order status in your fulfillment system
• Create or update tickets in your CRM
• Trigger specific workflows in your business systems

Your admin team can configure which actions are available to your agents based on your specific business needs.

How do I run a custom action?

To run a custom action while working on a case:

1. Open the case you're working on in Copilot
2. Click the Actions button next to the Reply button
3. Select the action you want to run from the menu
4. If the action requires additional information, fill out the form with the required details
5. Click Run action to execute it

Once the action runs successfully, you'll see a confirmation message with the details of what was executed.

What happens if an action doesn't run?

If a custom action can't be completed, you'll see an error message explaining what went wrong. Common reasons include:

• Missing required information
• Connection issues with the external service
• Permissions or access restrictions

If you continue to see errors, contact your team admin or support team for assistance.

How do I set up custom actions for my team?

Note: This requires admin access to Copilot settings and enablement of this feature by your AI deployment strategist -- if you don't have access, please request it directly!

To configure custom actions:

1. Navigate to AI support → Copilot in your Assembled settings
2. Click the Actions tab
3. Make sure you have the necessary tools or connectors set up first. If not, click Configure tools and connectors
4. Click Create action to add a new custom action
5. Give your action a clear name and optional description so agents know when to use it
6. Configure the required inputs that agents will need to provide
7. Save your action to make it available to your team

Your agents will now see this action in their Actions menu when working on cases.