Custom Actions

Custom Actions

Custom actions transform the AI chatbot from an information provider into a task executor. Instead of just explaining how to check order status, the AI actually checks it.

What Are Custom Actions?

Custom actions are API-connected functions the AI can call during conversations. They let the AI:

• Look up order status
• Process refunds
• Update account settings
• Check subscription details
• Create support tickets
• Schedule callbacks

Building Your First Action

Step 1: Define the action in Corebee

Go to Settings > Automation > Custom Actions and create:

{
  "name": "check_order_status",
  "description": "Look up the current status of a customer order",
  "parameters": {
    "order_id": {
      "type": "string",
      "description": "The order ID (e.g., ORD-12345)",
      "required": true
    }
  },
  "endpoint": "https://api.yourstore.com/orders/{order_id}",
  "method": "GET"
}

Step 2: Map the response

Tell the AI how to interpret the API response:

status: "shipped" → "Your order has been shipped!"
status: "processing" → "Your order is being prepared."
status: "delivered" → "Your order was delivered on {delivered_date}."

Step 3: Set permissions

• Which customer segments can trigger this action?
• Does it require email verification first?
• Are there rate limits?

Common Custom Actions

Action	Trigger	Value
Order lookup	"Where's my order?"	Instant resolution
Refund processing	"I want a refund"	Reduces agent workload
Plan change	"Upgrade my plan"	Drives revenue
Password reset	"Can't log in"	Most common ticket eliminated
Appointment scheduling	"Book a demo"	Captures leads

Security Considerations

• Always authenticate the customer before executing sensitive actions
• Use read-only API tokens where possible
• Log all actions for audit trails
• Set spending limits on financial actions (e.g., max refund amount)
• Require human approval for high-risk actions

Testing

Test every action thoroughly before enabling:

1. Happy path — action completes successfully
2. Error handling — API is down or returns an error
3. Edge cases — invalid input, expired order, cancelled account

Next up: Deploying your AI across multiple support channels.