Agent Actions
An assistant's prompt decides what it says. Its actions decide what it can do — look something up, send something, create something, hand the conversation over. This page lists every action available, what each one actually does, and which channel it runs on.
At a glance
| Action | Channel | Setup |
|---|---|---|
| Search your knowledge base | Chat + voice | On as soon as knowledge access is set |
| Hand off to a person | Chat + voice | On when escalation is enabled |
| Identify the booking | Voice | Added per assistant · needs a hotline |
| Re-send check-in details | Voice | Added per assistant · reservations only |
| Raise a task for your team | Chat | Added per assistant |
| Open a ticket in your helpdesk or CRM | Voice | Added per assistant · needs the integration connected |
| Trigger your own automation | Voice | Added per assistant · you supply the URL |
Adding and removing an action
Open an assistant, find the Add an action card on its overview, and pick from the list. Only actions that can actually work for that assistant are offered — an action needing a connected integration, or a phone number, stays greyed out with the reason until the precondition is met.
An action you add is a real setting on that assistant, not a label. The assistant is told about it in the same breath: enabling an action changes what the assistant is allowed to say it can do, so the two can never disagree.
Search your knowledge base
Chat + voiceLooks up an answer in your own articles mid-conversation, instead of guessing or falling back to a generic reply. This is the single biggest lever on answer quality — an assistant with a thin knowledge base escalates things it should have answered.
Setup: On as soon as knowledge access is set
Build a knowledge base from your inbox — more detail on this action.
Hand off to a person
Chat + voiceStops and passes the conversation to your team with the full history attached. On voice it can ring a human into the same call rather than taking a message, so the guest is not asked to call back.
Setup: On when escalation is enabled
Escalation handling — more detail on this action.
Identify the booking
VoiceFinds a caller's booking from the confirmation number on their booking email, when their phone number matched nothing. A large share of bookings carry no phone number at all, and those callers were anonymous for the whole call.
Setup: Added per assistant · needs a hotline
Identifying callers who ring from a different number — more detail on this action.
Re-send check-in details
VoiceSends the access instructions again, by SMS or by email, to the contact on the booking. Deliberately not read out loud — the details reach the guest rather than whoever is holding the phone. Add the SMS action, the email action, or both.
Setup: Added per assistant · reservations only
Raise a task for your team
ChatTurns a request into a real coordination task — a cleaning callback, a maintenance report — and confirms with the guest before creating it, so a vague message does not become a work order.
Setup: Added per assistant
Coordination tasks — more detail on this action.
Open a ticket in your helpdesk or CRM
VoiceCreates the ticket or contact in the system your team already works in, with a subject and urgency drawn from the conversation. Available once HubSpot or your helpdesk is connected — the action does not appear before that.
Setup: Added per assistant · needs the integration connected
Trigger your own automation
VoicePosts the conversation and the details the assistant collected to any endpoint you own — n8n, Zapier, Make, your own service. The escape hatch for an action we have not built: you define the parameters, we send them.
Setup: Added per assistant · you supply the URL