Actions: Definitions and Setup

Last updated: February 25, 2026

Actions are the hands of your AI Agent: they let it do things, not just say things. While Knowledge tells the agent what to know and Policies tell it what to say, Actions let it actually interact with the world: look up an order, create a return label, update a subscription, or hand a conversation over to a human.

The safety lock: Actions are never available to the agent by default during a conversation. They must be explicitly unlocked inside a specific Policy step. This means the agent can only take action when it's following an approved workflow, never spontaneously. See📄 Mastering Policies: Steps, Scenarios & Logic on how to unlock to actions at certain scenarios.

Types of Actions

Actions are organize into three categories.

1. Built-in Actions always available

These actions come with every Engaige agent and can be unlocked in any Policy step, no integration setup required.

  • Handover: transfers the conversation to a human agent in your helpdesk. Use this in Policy steps where the autonomous AI should escalate: complex complaints, upset customers, or situations that genuinely require human judgment. You can configure the target queue or group per agent on the Agent screen.

  • Analyze Attachment: reads and interprets a file attached by the customer (e.g. a photo of a damaged item, a screenshot of an order confirmation). The AI extracts relevant information from the attachment and uses it to continue the conversation.

2. Integration Actions: from your connected platforms

When you enable an integration in Settings → Integrations, Engaige automatically unlocks a set of pre-built actions for that platform. No additional configuration needed, just connect the integration.

Examples by integration:

  • Shopify: Get order details, cancel an order, update a shipping address, list a customer's orders.

  • Return portals (Loop, Returnless, Rever): Create a return, check return eligibility, look up a return status.

  • Subscription managers (Recharge, Skio, Juo): Get subscription details, pause or cancel a subscription.

  • Warehouse & logistics (Monta, Picqer, ShopWeDO): Check inventory, look up a shipment.

The full list of available actions for your account appears when you add an action to a Policy step, only actions from your enabled integrations are shown.

3. Custom HTTP Actions — build your own

For any system not covered by a native integration, you can build your own action using Engaige's HTTP Action feature. You configure a custom outbound API request, and the agent fills in the dynamic parameters (like an order ID) and calls your endpoint in real time. See → 📄 How to set up an HTTP Action for more details.