Configure actions

Actions determine what happens when a workflow is triggered. Actions are executed in the defined order.

Available Actions

assign_agent — Assign Agent

Assigns the conversation to a specific agent.

{"type": "assign_agent", "params": {"user_id": 5}}

assign_department — Assign Department

Assigns the conversation to a department.

{"type": "assign_department", "params": {"department_id": 2}}

set_priority — Set Priority

Changes the priority of the conversation.

{"type": "set_priority", "params": {"priority": "high"}}

Values: low, normal, high, urgent

add_tag — Add Tag

Adds a tag to the conversation. Automatically creates the tag if it does not exist.

{"type": "add_tag", "params": {"tag": "vip"}}

send_message — Send Message

Sends a message into the conversation.

{"type": "send_message", "params": {"content": "Ihre Anfrage wird priorisiert bearbeitet.", "sender_type": "system"}}

close_conversation — Close Conversation

Automatically closes the conversation.

{"type": "close_conversation", "params": {}}

send_notification — Send Notification

Sends an in-app notification to a specific user.

{"type": "send_notification", "params": {"user_id": 1, "message": "Neue VIP-Anfrage eingegangen!"}}

set_metadata — Set Metadata

Sets a metadata value on the conversation.

{"type": "set_metadata", "params": {"key": "source", "value": "landing-page"}}

Multiple Actions

A workflow can have multiple actions. They are executed in sequence:

[
  {"type": "set_priority", "params": {"priority": "high"}},
  {"type": "add_tag", "params": {"tag": "escalated"}},
  {"type": "send_notification", "params": {"user_id": 1, "message": "Eskalation!"}}
]

Error Handling

If an action fails (e.g., invalid user_id), the workflow is marked as "failed" and the remaining actions are not executed. The error appears in the execution log.