Actions
Automate your workspace with event-triggered actions, notifications, and webhooks.
Intermediate
4 min read
Actions
Actions automate your workspace. When something happens - a form submission, a task completion, a message - actions can automatically respond with notifications, task switches, webhooks, and more.
The Building Blocks
Every action has three parts:
- Trigger - What event fires this action?
- Conditions - Should it run this time? (optional CEL expressions)
- Action - What should happen?
Creating an Action
- Go to Actions
- Click New Action
- Configure your trigger, conditions, and action
Triggers
Pick what event fires your action:
| Category | Events |
|---|---|
| Task | Entered, Exited |
| Data Record | Created, Updated |
| Member | Joined, Left, Updated |
| Chat | Message sent (by user or assistant) |
Action Types
| Action | What It Does |
|---|---|
| Assistant Message | AI sends a message |
| Member Notify | Send notification to team |
| Switch Task | Move to a different workflow step |
| Member Label | Add or remove labels |
| Send Webhook | POST to an external URL |
| Form Field Update | Modify form data |
| Send Email | Send a templated email to the member |
| Send SMS | Send a templated SMS message, optionally starting a conversation |
| Phone Call | Initiate an AI-powered phone call using a workflow |
Conditions with CEL
Use CEL (Common Expression Language) to control when actions fire.
Quick Reference
cel
Available Variables
| Variable | What It Contains |
|---|---|
member | Name, email, phone, labels, form data |
member.collections | Collection form data: count, latest record, recent records |
task | Current task info |
chat | Channel, paused state, test flag |
message | The message content (for message events) |
datetime | Current time in workspace timezone |
is_business_hours | Whether it's within business hours |
Common Patterns
VIP customers only:
cel
During business hours:
cel
Specific channel:
cel
Form field check:
cel
Delayed Actions
Schedule actions for later:
- Enable the delay option
- Set hours, minutes, or seconds
- Action runs after the delay
Great for:
- Follow-up messages after 24 hours
- Escalation if no response in 2 hours
- Scheduled reminders
Webhooks
Send data to external systems when events happen.
Setup
- Create an action with Send Webhook type
- Enter your HTTPS endpoint URL
- Choose which events trigger it
Payload Format
json
Data is encrypted using your workspace's webhook key.
Common Automations
Route VIPs to priority queue:
- Trigger: Task Entered
- Condition:
"vip" in member.labels - Action: Switch Task to "Priority Support"
Notify team on escalation:
- Trigger: Task Entered (Escalation task)
- Action: Member Notify to support team
Update CRM on signup:
- Trigger: Member Joined
- Action: Send Webhook to CRM API
Follow up after call:
- Trigger: Task Exited (Call task)
- Action: Switch Task to "Follow Up" (24h delay)
Tips
- Start simple - One trigger, one action. Add complexity later.
- Test with conditions - Use
chat.is_testto run test conversations. - Order matters - Drag actions to control execution order.
- Check logs - Failed actions show error details.
Related
- CEL Expressions — Write conditions to control when actions fire
- Webhooks — Send encrypted data to external systems
- Workflows — Build the conversation flows that actions automate