Why it matters
Updating the conversation status helps your team track progress and manage workflows. An AI agent can automatically mark conversations as open or closed based on defined outcomes.
Creating the tool alone is not enough. You must assign the tool to the agent and clearly define in the agent instructions when the conversation status should change.
Key Concepts
Action Tool: A tool created using the Execute Actions tool type that allows an agent to perform structured system actions such as updating conversation records.
Execute Actions Tool Type: A tool type that enables you to configure one or more actions inside a single tool. Multiple actions can run when the tool is triggered.
Update Conversation Status Action: An action that changes the status of the current conversation when executed.
Conversation Status: The current state of a conversation. Available options are Open or Closed.
Agent Instructions: The configuration where you define when the agent should trigger the tool and under what conditions the conversation status should be updated.
Step-by-Step: Create an Update Conversation Status Action Tool
Navigate to Agents in the left-hand menu.
Click Tools (jigsaw icon).
Click Create Tool in the top right corner.
Select Execute Actions from the Tool Type dropdown.
Enter a Tool Name and click Save Tool.
Configure Basic Info
Enter the Label. Use only letters, numbers, underscores, or hyphens. Maximum 64 characters.
Add a clear Description explaining when the conversation status should be updated.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should confirm the status update.
Toggle Speak During Execution if required.
Add execution speech if enabled.
Click Save.
Add the Update Conversation Status Action
In the Actions section, click Add Action.
Select Update Conversation Status from the Action Type dropdown.
Choose the status from the available options:
Open
Closed
Click Create Action.
When the tool is triggered, the conversation status will update to the selected value.
You can add additional actions to the same tool if needed, such as notifying a user or removing the contact from a sequence.
Implement the Tool in an Agent
Creating the tool does not automatically make the agent use it.
To implement it:
Open the relevant Agent.
Select the newly created Update Conversation Status tool to give the agent access.
Update the Agent Instructions to clearly define:
When the conversation should be marked open or closed.
What conditions must be met before triggering the tool.
Any related follow-up actions.
You must both assign the tool to the agent and define its trigger logic in the instructions. Without explicit conditions, the agent may update the status incorrectly or fail to update it at all.
Tips and Best Practices
Clearly define what qualifies as a resolved conversation.
Avoid automatically closing conversations if follow-up is expected.
Combine with tagging or assignment tools if appropriate.
Test the workflow before deploying.
Review automation logic to prevent repeated status changes.
Troubleshooting
Issue | Possible Cause | Fix |
Conversation status not updating | Tool not assigned to agent | Enable the tool in the agent settings |
Conversation closed unexpectedly | Trigger logic too broad | Refine Agent Instructions with clearer conditions |
Status not changing as intended | Incorrect status selected | Edit the action and choose the correct status |
Agent not triggering update | No clear instruction to use the tool | Update Agent Instructions to define when to run it |