Using Custom Actions in Automation

Trigger Custom Actions automatically in Workflows, Custom Answers, and Fin AI Agent Handovers.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Using Custom Actions, you can automate tasks such as:

You must have a custom action set-up in order to use it in Automation. See Setting up a Custom Action article for more details.

Using Custom Actions in Workflows

  1. Create a Workflow to collect needed information from the customer.
    Click the + button and then Collect data. You need to ensure all the data sent in the Custom Action request body are collected during or prior to the bot workflow.

  2. Trigger the Custom Action.
    After you’ve collected all the needed data, click on the + button, scroll down and choose Custom action (using API).

  3. Specify Custom Action fail path
    From the dropdown, choose your Custom Action and then add a fail path to give users some context in case your Custom Action fails to complete.

  4. Specify Custom Action success path
    You'll now be able to display data returned from the Custom Action in your bot messages. To do that, add a new message and then click on the attribute selector {..} button and choose the appropriate attribute you want to show.

Another example

Here's another example of a custom action used in Fin AI Agent handover workflow to create a ticket in Zendesk for agents to respond to via email.

Note: Logs for your Custom Action are kept for 7 days and can be found here:


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