01
Simple work ends in a real result
Lookups and approved support tasks return their outcome in the Conversation instead of creating another queue.
Let your Agent finish the simple work you allow.
Approved work, completed in the Conversation
Add read-only lookups, support requests, forms, buttons, or your own API behind explicit permissions and review rules.
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How it works
Define the task before the Agent can run it.
Actions stay predictable because inputs, permissions, and the customer-facing result are configured together.
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01 · Choose
Start from a clear support task
Use a template or define one narrow Action such as looking up an account or creating a request.
Action
DraftTask
Create support request
Input
Conversation and email
Result
Ticket reference
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02 · Restrict
Set what the Agent may send and receive
Keep the scope narrow, mark required fields, and leave sensitive mutations with a teammate.
Permissions
RestrictedAccount lookup
Read only
Create request
Allowed
Billing change
Blocked
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03 · Observe
Review the run and its result
The Action state and result stay connected to the Conversation for your team to inspect.
Run result
CompletedCustomer
Context included
Support request
Created
Conversation
Updated
Approved tasks finish in the Conversation. Everything else stays with your team.
What changes
Resolve the request where the customer already asked it.
A useful Agent does more than acknowledge a task. It either completes the allowed work or brings in the right person.
02
Permission stays visible
Allowed, blocked, and review-required work remain explicit for the team configuring the Agent.
03
Your systems remain the source of truth
A custom API Action can use structured inputs and return a controlled response without giving the Agent open access.
Designed for the edge cases
Narrow Actions are safer and easier to trust.
Each Action should do one understandable job with a result your team can verify.
Task templates
Begin with common support work such as account lookups, request creation, lead capture, or a custom form.
You stop dealing with: starting every support automation from an empty schema.
Allow and block rules
Keep read-only tasks separate from mutations and reserve sensitive changes for a teammate.
You stop dealing with: granting broad access just to automate one small task.
Structured API calls
Define the endpoint, required inputs, and returned fields instead of passing free-form customer text downstream.
You stop dealing with: letting unvalidated conversation text reach an internal system.
Observable outcomes
Keep the request, state, and result attached to the Conversation your team already reviews.
You stop dealing with: chasing an automation log in a separate tool.
Control before automation
The allowed task is visible before it runs.
Communicate keeps the permission boundary close to the customer request.
Input
Required information is explicit
The Action defines the fields it needs instead of guessing from incomplete context.
Access
The permission is narrow
Read, create, and blocked work stay separate.
Result
The outcome returns to the thread
The customer and teammate see what happened without changing tools.
Choose how work gets completed
Approved Actions without an open-ended automation layer.
Compare the control your support team keeps around each task.
Task result
CommunicateInside Conversation
Macro or linkCustomer leaves flow
Custom automationCustom UI
Permission model
CommunicatePer Action
Macro or linkNo system access
Custom automationYou build auth
Structured inputs
CommunicateRequired fields
Macro or linkFree-form
Custom automationYou validate
Human fallback
CommunicateSame Inbox
Macro or linkNew ticket
Custom automationYou build routing
Questions before you start
Questions about what an Agent may do.
Keep the permission model narrow and understandable.
Turn a repeated support step into an approved Action.
Choose a task your team already handles the same way, set its boundary, and test the result.
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