Actions
Actions Overview
Actions let your chatbot collect data, trigger workflows, route customers, and connect the conversation to external tools.
Documentation Index
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Actions let your chatbot collect data, trigger workflows, route customers, and connect the conversation to external tools.
Configuration
Setup checklist
- Decide what the action should do.
- Confirm the customer data the action needs.
- Choose when the action should trigger.
- Write a customer-facing success and fallback message.
- Test the action with realistic conversations.
Supported action types
| Action | Use it for |
|---|---|
| Custom Action | Call a business endpoint or workflow and return structured data to the chatbot. |
| Web Search | Let the chatbot search approved web content when the answer is not in its sources. |
| Collect Leads | Ask for customer details inside the chat and store the submission for follow-up. |
| Live Chat | Move a customer from automated replies to a human support experience. |
| Escalate to Human | Create a support handoff when the AI should stop answering. |
| Calendly | Offer a booking path when a customer is ready to schedule time. |
| Shopify Actions | Use approved store context for product, cart, or order-related workflows. |
| Slack | Send support or workflow notifications to selected Slack channels. |
| Area | Check before launch |
|---|---|
| Trigger | The chatbot knows when this action should and should not run. |
| Data | Only required customer fields are sent to the action or external system. |
| Success state | The customer sees a clear confirmation after the action completes. |
| Fallback | The chatbot has a safe reply when the action fails or cannot run. |
Production check
After the action works in a test conversation, review the customer-facing text, fallback behavior, and any data sent to external systems.
Validation
- Open the selected chatbot.
- Enable or connect the action.
- Configure the required fields.
- Trigger the action in Playground.
- Confirm the result in the connected tool or help desk.
- Review the customer-facing message before launch.