Actions Management ​
Welcome to the Actions section! Here you'll learn how to create and manage questions that your AI assistants can ask during calls to gather specific information from callers.
What are Actions? ​
Actions are structured questions or prompts that your AI assistants use during phone conversations. Actions come in two types: Questions and Extractors.
Questions ​
Questions are asked directly to callers during the conversation. They help you:
- Gather specific information from callers in a consistent way
- Structure conversations to follow a logical flow
- Collect data that can be analyzed later
- Ensure important questions are always asked
Extractors ​
Extractors work silently in the background to find information in call transcripts. They help you:
- Capture information mentioned naturally without asking
- Maintain conversation flow without excessive questioning
- Extract multiple data points from natural discussions
- Avoid repetitive questions for information already provided
How Actions Work ​
When someone calls your assistant, the AI can use actions to:
- Ask predefined questions at the right moment
- Process and store the caller's responses
- Follow specific instructions based on the answers
- Move the conversation forward naturally
Action Types ​
There are three types of actions you can create:
Yes/No Questions ​
Simple questions that expect a true or false answer.
- Example: "Are you interested in our premium service?"
- The AI will interpret responses like "yes," "no," "maybe," or "not sure"
Single Choice Questions ​
Questions where the caller must choose from predefined options.
- Example: "Which department would you like to reach: Sales, Support, or Billing?"
- You provide the exact options the AI can choose from
Open Questions ​
Flexible questions where the AI finds answers using examples you provide.
- Example: "What is your full name?"
- You give examples of good answers to guide the AI
Key Features ​
Search Functionality ​
- Quick Search: Use the search box to find actions by their identifier name
- Real-time Results: Search results appear as you type
- Case-insensitive: Search works regardless of capitalization
Action Management ​
- Create New Actions: Add custom questions for your specific needs with an improved interface
- Edit Existing Actions: Modify questions, instructions, or examples with smart text sizing
- Delete Actions: Remove actions you no longer need
- Copy Actions: Duplicate actions to create similar variations
- Smart Sorting: Actions are automatically sorted with the most recently created or updated items appearing first
Organization ​
- Unique Identifiers: Each action has a unique name for easy reference
- Clear Instructions: Define how the AI should handle responses
- Examples and Options: Provide guidance for consistent results
- Automatic Ordering: Actions are displayed with the most recently updated ones at the top, making it easy to find your latest work
User Interface Improvements ​
- Smart Text Fields: Question fields automatically adjust their size based on content
- Streamlined Dialog: The question selection dialog has been redesigned with the save button prominently placed in the header
- Enhanced Editing: Text areas for questions and instructions now resize dynamically to fit your content
- Better Visual Feedback: Newly created questions are automatically highlighted in the selection interface
- Intelligent Sorting: Your actions list is automatically organized with the most recently updated or created questions appearing at the top
Getting Started ​
Creating Your First Action ​
- Click "Create new question" button in the Actions section
- Choose the question type that fits your needs
- Enter an identifier (unique name using lowercase letters)
- Write your question in simple, clear language
- Add instructions for how the AI should process answers
- Provide examples or options depending on the question type
- Save your action - it will automatically appear at the top of your actions list
TIP
After creating or updating an action, it will automatically move to the top of your actions list, making it easy to find and continue working on it.
Using Search ​
- Type in the search box at the top of the actions list
- Enter part of an action's identifier you're looking for
- View filtered results instantly
- Click on any result to view or edit the action
Best Practices ​
- Use clear, simple language in your questions
- Keep identifiers descriptive but concise (e.g.,
customer_name,phone_number) - Test your actions with real scenarios before deploying
- Provide good examples to help the AI understand expected responses
- Review and update actions regularly based on call performance
Guides ​
- Extractors: Learn how to use extractors to automatically extract information from call transcripts
- Searching Actions: Learn how to effectively use the search functionality to find specific actions
As more documentation is added to this section, you'll find additional guides and resources here for advanced action management and optimization.
If you have questions about creating or managing actions, please contact your administrator or support team!