How an action gets triggered
Intent is decided by an AI classifier, not keyword matching. One consequence worth knowing: a bare “yes” only counts as accepting an action if your agent actually offered that action on the previous turn. Actions are also never triggered on an out-of-scope question. If a message is off-topic, your agent declines cleanly rather than offering to capture a lead.How many you can enable
Going over shows an Action Limit Exceeded banner on Home.
The actions
Raise Support Ticket
Creates a ticket and notifies your team. Opens a form in the chat.
Lead Capture
Collects contact details in conversation, one question at a time.
Book Appointment
Opens your booking calendar inside the chat.
Track Order Status
Looks up a real order and reports where it is.
Reschedule / Cancel
Explains how to change an existing appointment.
Submit Feedback
Collects a rating and any questions you add.
Raise Support Ticket
Form. For “something is broken”, complaints, and anything needing a person. Where the ticket goes — pick one:
Also configurable: which fields to collect (name, email, phone), whether the customer picks a priority (Low / Medium / High / Urgent), a default category, and extra custom fields.
Ticket emails are sent from a verified AgntLabs address, with reply-to set to your notification email — so replying to a ticket notification reaches you, not us.
Lead Capture
Conversational. Collects contact details across several turns without a form. Collect: name, email, phone, company — plus any custom fields you define. You can also set the completion message shown once details are captured. Captured leads appear under the Leads tab in Conversations, where you can mark each one New, Contacted, Converted or Lost.This fires when a customer asks your team to reach out or offers their details. It does not fire on pricing or feature questions — those get answered from your knowledge base — and it does not fire when someone wants to book a call. That is Book Appointment.
Book Appointment
Form. Opens your calendar inside the chat, so the customer never leaves the conversation. Calendar platforms: Calendly, Cal.com, HubSpot Meetings, or any custom booking link. Also configurable: the modal title and description, and whether to collect contact details before showing the calendar.Track Order Status
Conversational. Asks for an order number and reports its status. How to look orders up:Reschedule / Cancel
Form. Handles “can I move my appointment?” It gives instructions and your contact details rather than opening a new booking form.This is intentional. On Calendly’s free plan there is no API access to an existing booking’s reschedule link, so opening a fresh booking form would create a second appointment without cancelling the first. Pointing customers at the Reschedule button in their own confirmation email is the only reliable route. Chatbase and Intercom do the same thing.
Submit Feedback
Conversational. Collects a rating and anything else you ask for. Configure: rating scale (1–5 stars or 1–10), custom questions, and an optional endpoint to forward results to. Ratings show in the Rating column in Conversations and feed the CSAT metric on Home and Analytics.Setting one up
1
Open Actions
Pick the agent you are configuring from the selector at the top.
2
Toggle an action on
Watch your plan’s limit — the toggle refuses once you are at it.
3
Configure it
Click the action to open its settings. Required fields are marked; an action with an empty required field will not work.
4
Test it
Go to Your Agents and ask naturally — “can I book a call next week?” — not with keywords. If it does not fire, rephrase the way a customer would.
Editors can manage actions. Viewers cannot — the toggles are disabled for them. See Team members.