Using custom actions, you can automate tasks such as:
Give customers information about their order status.
Send Intercom data to another tool for reporting.
Send customer request data to another support tool for agents to resolve async.
And many more! See 5 great ways to use Custom Actions and Objects in bots.
You must have a custom action set up first in order to use it in automation.
Using custom actions with Fin
Enable Fin AI Agent to resolve customer queries with personalized answers that require data from external systems.
All you need to do is go to Fin AI Agent > Overview > Data & actions to connect Fin with your external systems.
You can then choose to set an action up from:
A template (using a 3rd party app integration),
Once you've set the action live, Fin will be able to use this in conversations with customers instantly.
Using custom actions in Workflows
Create a Workflow to collect needed information from the customer.
From the workflow builder, click the + Add step button and then Collect data. You need to ensure all the data sent in the custom action request body are collected during or prior to the workflow.
Trigger the Custom Action. After you’ve collected all the needed data, click on the + Add step button again and choose Custom action (using API) then select your custom action.
Specify custom action fail path. Now add a fail path to give users some context in case your custom action fails to complete.
Specify custom action success path. You'll now be able to display data returned from the custom action in your Workflow messages. To do that, add a new message and then click on the attribute selector {..} button and choose the appropriate attribute you want to show.
Another example
Here's another example of a custom action used in Fin AI Agent handover workflow to create a ticket in Zendesk for agents to respond to via email:
Logs for your custom action are kept for 7 days and can be found by opening the custom action in Settings > Integrations > Actions and then clicking Logs in the top right corner.
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