Manage your actionsUpdated an hour ago

Actions let AI Agent work in your connected apps on behalf of shoppers — canceling orders, managing subscriptions, updating shipping addresses — without a human stepping in. Your actions library is where you find and manage all your actions. You can make changes to your actions, check their status, see where each one is being used, and spot anything that's failing.

To open the library, click the dropdown menu in the top-left corner, select   AI Agent, then click Actions.

If you're setting up actions for the first time, see create an action for AI Agent.

In this article, you'll learn:

• Your actions library
• Search, filter and find actions
• Add an action to a skill or guidance
• Enable or disable an action
• Edit an action
• View action usage
• Delete an action
• View event logs
• Frequently asked questions

Your actions library

The actions library is where you can find and manage all your actions. You can add actions to your library in two different ways:

• From connected apps — when you connect an app from the App Store, every available action for that app is automatically added to the library. Connecting Shopify, for example, adds actions like Cancel order and Edit shipping address.
• Actions you create — any action you build yourself. These appear with the label Created by me in the library.

Each row shows the action's name and the app or apps it uses. Two columns tell you the state of each action: Status shows the action's current state, and Used in AI Agent shows whether it's been added to a skill or guidance. See search, filter and find actions for a full breakdown of both.

Search, filter and find actions

From your actions library, you can search and filter to find any action by name, status, or how it's being used by AI Agent.

1. Open the dropdown menu in the top-left corner, then select   AI Agent.
2. Click Actions.
3. Enter a keyword in the search bar to find actions by name.
4. Click Add filter to further narrow your results by app, action status, and more. To remove filters, click X next to an individual filter or Clear to remove all.

You can use the following filters to refine your search:

Add an action to a skill or guidance

An action has the most impact when it's added to a skill's instructions — that gives AI Agent the context to use it correctly, and gives you precise control over when it gets used. You can also add actions to guidance. Any action showing Not used or Runs automatically in your library can be added.

1. Open the dropdown menu in the top-left corner, then select   AI Agent.
2. Click Skills to go to your skills, or Knowledge to go to guidance.
3. Select the skill or guidance you want to add the action to.
4. In the editor, select Actions, then choose the action.

From the library, you can also click Add in   next to any unlinked action to navigate to Skills or Knowledge directly.

Enable or disable an action

Enabling or disabling an action controls whether AI Agent can use it. You make this change from the action's detail page.

1. In the library, click the action you want to enable or disable.
2. At the top of the Configuration tab, click the Enabled toggle to turn an action on or off.

When you disable an action, AI Agent stops using it immediately, even if a skill or guidance still includes it. Re-enabling the action makes it available again.

Edit an action

You can update an action's name, description, conditions, and steps from its Configuration tab.

1. In the library, click the action you want to edit.
2. Make your changes on the Configuration tab.
3. Click Save.

Changes take effect immediately. Any skill or guidance that includes the action picks up the updated version automatically.

If you need to add a step that makes a custom HTTP request — for connecting to an app that doesn't have a built-in Gorgias integration — you can convert the action to use the advanced editor. In the action's Configuration tab click Add step  , then select Build advanced action. This requires familiarity with HTTP requests. For full details, see create an action using the advanced editor.

View action usage

The Usage tab shows which skills and guidance include an action and how many times AI Agent has used it from each.

1. In the library, click the action you want to review.
2. Click Usage.
3. Use the Date filter to adjust the time range.
4. Click any link in the Source column to open the skill or guidance directly.

You can also open the Usage tab directly from the library. Click the   menu next to any action, then select View action usage.

Delete an action

Deleting an action permanently removes it from your library and from any skills and guidance that include it. This can't be undone.

1. In the library, click the action you want to delete.
2. On the Configuration tab, scroll to the Delete action section at the bottom.
3. Click Delete action, then confirm.

View event logs

From any action in your library, you can open the Event logs tab to see a record of every time the action was used in a conversation, including successes and errors.

You can also get to event logs directly from the library. Click the   menu next to any action, then click View event logs.

To learn more about reading and troubleshooting event logs, see view event logs for AI Agent actions.

Frequently asked questions

Related articles

• Create an action for AI Agent — add a new action to your library
• Create an action using the advanced editor — build actions using custom API calls
• View event logs for AI Agent actions — check what actions ran and troubleshoot failures