Manage your actionsUpdated 14 days ago

Your actions library is where you find, create, and manage all your actions. From the library, you can enable or disable actions, check their status, see where each one is being used, and spot anything that's failing.

In this article, you'll learn:

• Open the 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

Open the actions library

You can find all of the actions that AI Agent can use in the actions library. Here you'll find any actions you've created, as well as actions that have automatically been added to the library from connected apps.

If you have more than one Shopify store connected to Gorgias, your AI Agent for each store has its own library of actions.

To open the library:

1. Click the dropdown menu in the top-left corner.
2. Select   AI Agent.
   • If you have more than 1 Shopify store connected to Gorgias, use the dropdown at the top of the AI Agent menu to select a store.
3. Click Actions.

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

Each row in the library shows the action’s name, the app or apps it uses, its current Status, and how it’s being Used in AI Agent.

You can search and filter by any of these attributes to find an action.

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.

Here’s a breakdown of each of the attributes you can use to filter:

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. From the library, select an action from the list.
2. Click the Enabled toggle in the top-right corner of the Configuration tab 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 option requires familiarity with APIs and HTTP requests.

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. Select the Usage tab.
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

You can delete any actions that you've created. Actions added to your library automatically from a connected app can't be deleted. To stop AI Agent from using one, disable it instead.

Before you can delete an action, remove it from any skills and guidance that include it. Deleting an action permanently removes it from your library. 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.

If you don't see a Delete action section, the action was added automatically from a connected app and can't be deleted.

If the Delete action button is disabled, the action is still included in a skill or guidance — remove it from all skills and guidance first.

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