In this article, you'll learn how to use the Actions tab to let your AI agent update contacts and conversations automatically: adding tags, filling custom fields, assigning conversations, leaving internal notes, or closing the chat, without adding extra steps to your bot flow.
| Note: Actions are configured per agent, in the Actions tab of the agent settings. They run automatically and you don't need to trigger them from the bot flow. |
What are Actions?
Actions are operations the AI agent can perform on the contact and on the conversation on its own, without a dedicated step in your bot flow. You enable the actions you want in the agent settings, and the agent applies them during the conversation based on what happens in the chat.
Tasks that would otherwise require blocks in your bot flow, such as editing a custom field, tagging the contact, assigning the chat to a team or closing the conversation, are handled by the agent itself.
What you can do with Actions:
- Fill in custom fields with information the agent collected in the chat
- Add tags to the contact, from a list of tags you define
- Assign the conversation to one of the teams you allow
- Close the conversation automatically, with no need for a human to do it
- Leave an internal note with context for whoever picks up the conversation next
How to set up Actions
- Go to the AI agents tab and open the agent you want to configure.
- Open the Actions tab.
- Turn on the toggle of each action you want the agent to perform.
- Fill in the settings that appear below the action.
- Save and test your agent in the simulator.
| Tip: Enable only the actions you actually need. Every enabled action adds instructions for the agent to follow, so keeping the list short makes its behavior more predictable. |
Available actions
Update custom fields
The agent can fill in custom fields with information collected during the conversation. You need to select which fields the agent can update.
Only the fields you select here can be updated. Any other field stays untouched, even if the customer mentions that information during the conversation.
Examples: company size, city, product of interest, budget.
| Note: Custom fields must already exist in your account. You can create them in Settings → Custom fields. |
Add tags
The agent can add one or more tags to the contact based on the conversation.
- Select which tags the agent is allowed to use
- Use Select all to add every existing tag at once
- The agent will only apply tags from the list you selected and cannot create new ones
Examples: qualified-lead, pricing-request, support, no-interest.
Assign to a team
The agent can route the conversation to the right team once it finishes its goal.
- Choose which teams the AI agent can assign to
- Add a short instruction explaining when each team should be chosen
The agent can only assign to the teams listed here. It cannot create new teams or use ones you haven't selected.
Example: assign to Sales when the customer asks for a quote, and to Support when they report a problem.
| Note: The agent assigns the conversation to a team, not to an individual agent. If your team has automatic assignment enabled, the conversation is then distributed among its members as usual. |
Add an internal note
The agent can leave a note in the conversation that is only visible to your team, never to the customer.
- Describe what the note should contain
- Use @ to mention a team or a specific agent and notify them
- Useful to give context to whoever picks up the conversation next
Example: a summary of the conversation, the customer's main need, or a lead qualification score.
Close the conversation
The agent can close the conversation automatically once its goal is complete.
- Recommended for agents that fully resolve the customer's request
- Not recommended when the conversation is expected to be handed over to a human
FAQ
Can the agent create new custom fields, tags or teams?
No. The agent can only use custom fields, tags and teams that already exist in your account and that you selected in the Actions tab.
What happens if I don't select any tags?
The action stays inactive. The agent needs at least one selected tag to be able to apply it.
Will the customer see the internal note?
No. Internal notes are visible only to your team inside Callbell.
Do I still need to configure these actions in my bot flow?
No. If you enable them in the Actions tab, you can remove the equivalent steps from your bot flow to avoid duplication.
Do Actions consume AI credits?
Yes. Deciding which actions to apply is part of the agent's reasoning, so enabled actions increase the number of tokens used in the conversation. Learn more about AI agent cost here.