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Actions are single capabilities Remark can use to look something up, create something, update an external system, or return structured information. Use actions when an agent or workflow needs one well-defined operation, such as searching knowledge, looking up products, checking an order, creating a support case, creating a return link, or requesting data from a connected integration.

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Actions, intents, and workflows

Actions are most often used from Intents and Workflows. Actions are atomic capabilities. Workflows orchestrate actions and logic.

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Where actions come from

Available actions depend on your workspace setup. Actions can come from:
  • Remark capabilities, such as knowledge search, product lookup, order lookup, or escalation tools
  • Self-serve integrations, such as Loop Returns or Salesforce CRM
  • Custom integrations configured with the Remark team
  • Published workflows with AI triggers, when workflows are enabled for your workspace
Connected integrations can make new actions available, but the exact action list depends on the integration, workspace permissions, and product configuration.

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Use actions in intents

Add actions to an intent when the agent should use them during a shopper conversation. For example, a returns intent can allow the agent to use a Loop Returns action after it collects the order name and verification detail. A support handoff intent can allow the agent to create a Salesforce case after it has the shopper’s email, subject, and issue description. When an action needs to run at a specific point, reference it in the intent instructions with @.
The action must also be added to the intent’s Actions section. Referencing an action in instructions does not make it available by itself.

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Use actions in workflows

Use an action step in a workflow when a process needs automation around the action, such as an event or HTTP trigger, data preparation, conditional logic, another integration call, or run history. For example, a workflow could start from an escalation event, transform conversation data into the fields a support system expects, create a case, and then record the result for later review. Not every action is available in workflows. Workflow action steps only show actions that are enabled for your workspace and support workflow execution.

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Configure action fields

Some actions need fields. Fields define the input the action needs before it can run. Fields can be:
  • Filled from the conversation or workflow input
  • Set to a constant value
  • Selected from options provided by the connected system
  • Added as custom fields when the action supports them
For conversation actions, use conversation-filled fields when the agent should collect or infer the value from the shopper. Use constant values when the action should use the same value every time.

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Test actions

Test actions before relying on them in live conversations or production workflows. Actions that write data or make changes in another system should be tested especially carefully. Playground and workflow test behavior can differ from live behavior for mutative actions.
  • Use Intents to decide when agents can use actions in conversations.
  • Use Workflows to orchestrate actions with triggers, conditions, transformations, and run history.
  • Use Custom Integrations when your workspace needs actions backed by an external platform Remark does not support through self-serve setup.