AI actions
Calls to your API the assistant may make while it talks to a customer, and the safeguards around who they are about.
An AI action is one request to your system that the assistant can decide to make during a conversation: look an order up by its number, check stock, book a callback. You describe what it does and when to use it; the assistant decides when a conversation needs it, fills in its parameters, and reads only the parts of the answer you choose. An account can have up to 20 actions.
Set them up under Integrations → AI actions. Each action calls through an API connection.
Parts of an action
| Part | Rules |
|---|---|
| Name and tool name | The tool name is lower-case letters, digits and _, starting with a letter, up to 40 characters; the assistant knows the action as action_<tool name> |
| Description | Up to 500 characters: what it does, when to use it, and when not to. The assistant decides from this |
| Request | Method, path, query, headers and body, as in an HTTP step; parameters are read as {{args.name}} |
| Parameters | Up to 8, each a string, number, yes/no or one of a list of values, with a description. Required ones are asked of the customer before calling. Values up to 500 characters |
| About the customer | Optional: who the action is about (below) |
| What the assistant sees | Fields picked from the answer, each under a label. With none picked, the whole answer, cut short |
Confirmation
Ask the customer to confirm before calling is on by default. The assistant first tells the customer what it is about to do, and the call is made only when they agree in a later message; a proposal not agreed to within 15 minutes has to be made again. Switch it off only for requests that read and change nothing.
Actions about the customer
For an action that looks up the customer's own orders, bookings or account, choose who
the action is about: their phone number (as +966…), their email, or their RevoplyAI
contact id. That value is filled in from the conversation, never by the assistant, and is
read in the request as {{identity}}.
- It is filled in only on channels that verify who the customer is, such as WhatsApp. An action about the customer is never offered on the website widget, where visitors are not verified.
- The email is only as trustworthy as whoever wrote it on the contact.
- Ownership check: name a field in the answer that must equal the customer's value. When it does not, the assistant is told nothing was found, so a guessed order number cannot reveal another customer's order.
Do not add a parameter that says who the customer is (a phone or an email the assistant fills in): the assistant would take it from whatever the customer claims.
Limits
- At most 3 action calls in one assistant reply, and 60 per customer per day (UTC).
- Every call counts towards the account's daily allowance of calls to your systems, shared with HTTP steps.
- Timeouts, sizes and retries are those of requests we send.
When a call fails or times out, the assistant is told it could not check. When the values it passed are refused, it is asked to correct them.
Try it
Try it runs the saved action as the assistant would, with values you type, and shows the request, the answer and exactly what the assistant would read. A test does not wait for the customer to confirm. Tests are real calls to your system.