Why it matters
The execute actions tool enables agents to trigger operational tasks such as sending messages, updating conversations, managing tags, starting other agents, or calling external services. To function correctly, the tool must be both created and explicitly enabled and referenced in the agent’s instructions.
Key Concepts
Execute Actions Tool: A tool that runs one or more predefined actions when invoked by an agent.
Action: A single operation performed by the tool, such as sending a message or updating a conversation.
Timeout: The maximum time the agent waits for the tool to complete, measured in milliseconds.
Execution Message: The text the agent speaks during or after tool execution, depending on settings.
Step-by-Step: Set Up an Execute Actions Tool
Open Agents from the left-hand navigation.
Click Tools.
Select Create tool.
Choose Execute actions as the tool type.
Enter a Tool name.
Optionally add a description.
Click Save to open the tool configuration page.
Configure Basic Info
Review or update the Label.
Add or edit the Description if needed.
Click Save to apply changes.
Configure Tool Settings
Set the Timeout (ms). (Defaults to 5000 ms.)
Enable Speak after execution if the agent should respond once actions complete.
Enable Speak during execution if the agent should speak while actions are running.
Enter an Execution message if speaking during execution is enabled.
Click Save to store tool settings.
Add Actions
Click Add action.
Select an Action type.
Configure the required fields for that action.
Repeat to add additional actions as needed.
Click Save tool to finish setup.
Supported Action Types
Send message
Add tags to contact
Remove tags from contact
Assign user
Unassign conversation
Opt contact in
Opt contact out
Notify users
Remove from sequence
Add to sequence
Move sequence step
Update conversation status
Send email
Start chat agent
Send HTTP request
Step-by-Step: Get an Agent to Use a Tool
There are two required parts: adding the tool to the agent and instructing the agent how to use it.
Create and configure the execute actions tool in the Tools section.
Open Agents and select the agent you want to update.
Click Edit agent.
Scroll to the Agent instructions section.
Add the execute actions tool in the Select tools field so the agent has access to it.
In the instructions text, explicitly name the execute actions tool.
Describe when the tool should be used.
Define any rules or constraints around its usage.
Save the agent configuration.
Without both steps, the agent will not execute the configured actions.
Tips and Best Practices
Keep actions focused on a single outcome to avoid complex behavior.
Order actions logically, especially when multiple updates are required.
Use prompt-based messages when content should be generated dynamically.
Enable speak during execution for long-running or multi-step workflows.
Be explicit in agent instructions about when actions should run.
Troubleshooting
Issue | Possible Cause | Fix |
Actions do not run | Tool not added or not referenced | Add the tool and name it in instructions |
Agent is silent | Speak toggles disabled | Enable speak during or after execution |
Email not sent | Missing recipients or subject | Review email action fields |
Contact not updated | Incorrect action configuration | Check tags, sequences, or assignment fields |
HTTP request fails | Invalid URL or method | Verify endpoint and request method |