Your AI agent can now run several actions in one procedure, in the order you set. It can book the meeting, then email the team, then call your own system. You set the order with drag and drop, and your agent runs the steps in that order.
Before, a procedure held one action. If you picked a new one, it replaced the old one. So your agent could book a meeting or send a message, but not both. Real work takes more than one step, and now one procedure can cover all of them.
AI agent multi-step actions
Every procedure follows the same flow now. Rules decide when it runs. Collect is what your agent asks for first. Take Action is what it does.
Take Action now holds a list. When you add an action, it goes to the bottom of the list instead of replacing what's there. You can edit or delete any item, and drag items up or down to change the order. The new order saves the moment you drop it.
A few rules for the list:
- You can add the same kind of action more than once.
- You can add only one call transfer per procedure.
- Actions don't get their own rules. The procedure's rules start the whole list.
- The order you set is the order your agent follows.
AI receptionist books the appointment and notifies your team
A handoff procedure can now hold booking, call transfer, send message, custom action and instruction steps in one list.
Say a caller wants a consult with a law firm. Your agent runs one procedure:
- Book the consult on the calendar
- Email the intake team with the details
- Run a custom action that creates the record in the firm's case system
That's three jobs from one call, and nobody on the team has to copy anything over by hand.
A resolution procedure works the same way. Say a customer asks where their order is. Your agent calls a custom action to look up the order, then follows your instruction for what to say next.
Escalations get real actions too
When your agent hands a caller to a human, it can now do more than say "let me get someone". Your default "Escalate to human" escalation, and any custom escalation path you add, now offer these actions:
- Instruction
- Forward call
- Send message
- Custom action
You can chain them. For example: create a ticket, email the team, then forward the call. Calendar booking isn't on this list, since a booking doesn't hand the caller to a person.
Escalations now have the Collect step too. Your agent gathers the details you ask for before it hands off, so your team picks up with the facts in hand.
Send message actions on voice calls
Send message actions by email, SMS and Slack now fire during voice calls. That covers test calls in your dashboard and real inbound and outbound calls. When your AI voice agent says "I'll let the team know", the message goes out.
How channels work in one list
A call transfer only works on a phone call. So inside a list, the transfer runs on voice, and the other actions in the same list still run on chat, email and web. You build one procedure and it works on every channel your agent covers.
All rules must match
When a procedure has more than one rule, your agent runs it only when all of them are true. The editor shows an "AND" between each rule, so you can see that at a glance.
Say a procedure has two rules: "caller is an existing customer" and "caller wants a callback". Your agent runs it only when both are true.
It's live in your account now.