Taking Actions
Let your AI solve problems by calling your backend APIs
Sometimes, responding with just text isn’t enough to solve a customer’s problem. They might need to:
- Check their order status
- Update their account
- Submit a request
- Get personalized data
In these cases, your AI needs to interact with your backend systems. That’s where Actions come in - they let your AI make API calls to actually solve problems, not just talk about them.
Think of Actions as your AI’s way of getting things done - whether that’s looking up data, updating records, or processing requests.
Setting Up Actions
There are two ways to define actions:
Dashboard UI
Simple point-and-click setup for individual actions
Swagger Import
Bulk import actions from your OpenAPI/Swagger files
Using the Dashboard
Create Action
Go to Dashboard -> Actions -> New Action
Configure Endpoint
Enter:
- Action name
- API endpoint URL
- HTTP method
- Request parameters
Add Authentication
If your API requires auth, add headers or tokens (see Authentication guide)
Test and Save
Use the test feature to verify your action works
Using Swagger
For teams with many APIs, you can import actions from Swagger/OpenAPI files:
Upload via Dashboard
- Go to Actions -> Import
- Upload your Swagger file
- Select which endpoints to import
Import via API
Use our Import API for automated imports
Pro Tip: Use CI/CD to automatically sync your API changes with Open. Learn how
Where Actions Work
Actions can be used across all channels:
Web Chat
In the chat widget
Phone
During voice calls
In email responses
Slack
In Slack conversations
During WhatsApp chats
SMS
In SMS conversations
Your AI can perform actions seamlessly across all channels - whether customers reach out via chat, call, message, or email. The experience remains consistent.
Common Questions
Need help setting up actions? Join our Slack community or check our example actions.
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