Actions

Overview

Actions define what happens when a workflow's conditions are met. You can add multiple actions to a single workflow, and they will execute in order.

Available action types

Assign ticket

Assigns the ticket to a team member or team. There are four assignment strategies:

• Specific member: Assign directly to a chosen user.
• Team: Assign to a team without selecting an individual.
• Least busy team member: Automatically assigns to the team member with the fewest open tickets. This helps distribute workload evenly.
• Random team member: Assigns to a randomly selected member of the chosen team.

When using team-based strategies, you must select which team to use.

Add tags

Attaches one or more tags to the ticket. Select from existing tags in your workspace. Tags are additive, so any tags already on the ticket remain. This is useful for categorization and filtering.

Set status

Changes the ticket's status. Available statuses are open, waiting, closed, and spam. For example, you could automatically close tickets matching known spam patterns.

Send auto-reply

Sends an automatic reply to the customer. Write your message text in the configuration field. The reply is sent as a regular outbound message from your channel, so the customer sees it as a normal email response. Use this for acknowledgment messages, out-of-office notices, or initial response templates.

Add internal note

Adds a private note to the ticket that is only visible to your team. This is helpful for documenting why a workflow was triggered or leaving instructions for the agent who picks up the ticket.

Send HTTP request

Sends an HTTP request to an external URL, allowing you to integrate with third-party services. You can configure:

• Method: GET, POST, PUT, PATCH, or DELETE.
• URL: The endpoint to send the request to.
• Content type: JSON or form-urlencoded.
• Body: A JSON template with dynamic placeholders.

Available placeholders include {{ ticket.subject }}, {{ ticket.status }}, {{ ticket.url }}, {{ contact.email }}, {{ contact.name }}, {{ channel.name }}, and more. These are replaced with actual ticket data when the request is sent.

Run AI prompt

Runs a custom AI prompt with full access to the ticket's context and AI tools. The AI can read the ticket's messages, search your brain, look up past tickets, and take actions like adding notes, changing status, assigning the ticket, or managing tags.

Write your prompt as an instruction describing what the AI should do. For example:

"Read this ticket and determine whether it is a billing question, a technical issue, or a feature request. Add the appropriate tag and assign it to the right team."

"Summarize the customer's issue in one sentence and add it as an internal note."

This action requires your workspace to have AI features enabled. The AI prompt runs asynchronously, and the result (success or failure) is logged in the workflow execution log.

Delete ticket

Permanently deletes the ticket. Use this with caution, typically in combination with conditions that identify automated messages or spam patterns you want to remove automatically.

Configuring actions

Each action type has its own configuration panel that appears when you add or edit it. Required fields are validated before the workflow can be saved. You can reorder actions by dragging them, and they will execute in the displayed order.