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Who can use this?
  • Owners and Admins, and roles that can update AI agents.
  • Configure actions on the agent’s Actions tab, then mention them in Role, Goal, or Instructions with @.
Actions let the agent do something besides chat. Assign a conversation to your team, look up an order, or check an Instagram follow.
Type @ in Role, Goal, or Instructions on Home to insert an action. Example: “If the customer asks about billing, use @assignTo to assign to billing-team.”

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Plan Availability

@assignTo hands a chat to a human. Web Chat has no Inbox for live conversations, so it has nothing to hand off to. For Web Chat, use a WhatsApp handoff.

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Two kinds of actions

  • System actions. Built in. They show on the Actions tab. You mention them with @. Examples: assignTo, getCurrentDateTime, checkInstagramUserFollow. WhatsApp agents can also get sendWhatsappText and sendWhatsappMedia.
  • Custom actions. You create these on the Actions tab: apiCall and codeExecution.

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assignTo

Assigns the conversation to a user, team, or bot.
Not for Web Chat. Use this on WhatsApp and Instagram only.
In instructions:
“If the customer asks about billing, use @assignTo to assign to billing-team.”
You set:
  • Target type: user, team, or bot
  • Target name: the exact name of that user, team, or bot

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getCurrentDateTime

Gives the agent the current date and time. Use it for business hours or appointment questions.
“Use @getCurrentDateTime when customers ask about business hours or appointment availability.”
No extra settings.

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codeExecution

Runs a small calculation or data check during the chat. It can do basic math and text work. It cannot run full programs.
“If the customer asks to calculate shipping cost, use @codeExecution based on destination and weight.”
Create the action on the Actions tab, then mention it with @.

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apiCall

Calls an external HTTP API and uses the response in the reply. Available on Essential and Advanced. In instructions:
“If the customer provides an order number, use @apiCall to GET the order and report the status.”
You set:
  • Endpoint URL
  • Method: GET, POST, PUT, PATCH, DELETE
  • Headers, if the API needs them
  • Body, for POST or PUT
Create the API action on the Actions tab first. Then mention it in Instructions.

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checkInstagramUserFollow

Instagram only. Checks whether someone follows your connected Instagram account.
“If the customer claims they followed you, use @checkInstagramUserFollow before offering the follower discount.”
You set: the Instagram username to check.

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How to set this up

1

Open the agent

Go to AI Agents and Bots, then open the Chat AI Agent.
2

Create custom actions if you need them

On the Actions tab, click Create Action for apiCall or codeExecution. Fill in the details and save.
3

Mention the action in Home

On Home, in Role, Goal, or Instructions, type @ and pick the action.
4

Write when it should run

Be specific. “Use @assignTo if they ask about invoice charges, refunds, or cancellation” is better than “use @assignTo for billing.”
5

Save and test

Save, then test. WhatsApp and Instagram: Test Widget on Home. Web Chat: widget preview on Web Widget.

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Example

You run a store. You want order status lookups, Instagram follower discounts, and billing chats to go to finance.
  1. Open AI Agents and Bots → [Your Agent] → Actions. Create an apiCall that fetches orders.
  2. On Home, add:
    • “If they give an order number, use @apiCall and report the delivery date.”
    • “If they claim they followed you, use @checkInstagramUserFollow. If they follow, offer 10% off.”
    • “If they ask about refunds, failed payments, or subscription charges, use @assignTo to assign to finance-team.”
  3. Save and test.

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FAQs

  1. Is this a Web Chat agent? If yes, that is expected. Use a WhatsApp handoff.
  2. Is it spelled @assignTo (not @assign)?
  3. Does the user, team, or bot name match exactly? A mismatch fails silently.
  4. Is the trigger specific enough?
  5. Does your plan include assignTo? See the table above.
Yes. Example:
“If the customer confirms the order, use @apiCall to fetch details, then use @assignTo to assign to the fulfillment team.”
The agent runs them in order.
The agent notes the failure and still replies. Put a fallback in Instructions:
“If the @apiCall to fetch order status fails, say: ‘I cannot check that order right now. Let me connect you with our team.’”