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Watch the video to get started. The steps below walk you through the setup.

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Getting actions set up

Actions are configured by our team. If you need a specific action, like canceling a subscription or updating an address, reach out to us and we’ll set it up for your organization. Once it’s ready, just ask the AI Manager to connect it to your protocol. Tell it the name of the action and which protocol you want it added to, and it’ll take care of the rest. After that, test it in the Playground. Start a session, select your agent, and fill in the name and email of an existing customer in your system. The Agent needs these details to look up the customer, so make sure it’s someone you can safely test on. Chat with it as if you’re a customer and keep an eye on a few things:
  • Make sure the Agent picks up the action in the right situations
  • Check that the details the Agent fills in are correct, like the order number or email address
  • Verify the result in your external system after executing

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Approving a proposed action

When an action is in draft mode, your Agent will propose it rather than execute it. You’ll receive a link to the insights page in your ticketing system. On that page:
  1. Review the details the Agent has filled in, like an order number or email address
  2. Click Execute
  3. Confirm by clicking Execute again
After it runs, check the result directly in your external system (like Shopify or Firmhouse) to make sure it went through correctly. You can also find an overview of all proposed and executed actions on the Actions page.

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Switching to automated mode

We only recommend switching an action to automated mode once your Agent has shown it can handle it reliably and consistently. Take the time to review a good number of proposed actions first, and only automate when you’re confident the results are right every time.
If something isn’t going as expected, the AI Manager is a good first stop. It can help you figure out what’s going on most of the time. Any other questions? Reach out to rutger@gominimal.ai.