Change things inside the platform from an automation — assign the conversation, update fields and labels, set subscription status, add notes, and resolve.
Action steps do something to the contact or conversation inside the platform — no message is sent to the customer. They keep your data tidy and your team informed while the automation runs.
What it does: assigns the conversation to a person or shares them out fairly.
When to use it: after collecting a lead’s details, or when a customer asks for a human.
Assignment Mode — Direct Assignment (one person) or Round Robin (take turns).
Assign To — the teammate, for Direct. For Round Robin, select at least one agent.
What it does: sets the value of a contact or custom field.
When to use it: saving the customer’s last message, copying one field into another, or marking a status like Interested = Yes.
Field to Update (required).
Value Source (required) — Free Text (type a value), Last Customer Message (their exact message), or Custom Field (copy from another field).
What it does: sets the contact’s status to Active or Unsubscribed right away.
When to use it: when a customer types “STOP”, or opts back in.Unsubscribed contacts are left out of future broadcasts and automations.
What it does: adds or removes labels on the contact.
When to use it: tagging customers — Hot Lead, VIP, Support — so you can filter, target campaigns, or branch later.
Action — Add Label or Remove Label, then pick the labels.
What it does: marks the conversation as Resolved. No further messages are processed for it.
When to use it: at the end of a flow, once the customer has what they need.
What it does: creates an internal note or a timed reminder for your team, without sending anything to the customer.
When to use it: telling your team what happened (“Customer asked about shipping”) or reminding someone to follow up.
Note Type and Note Content — variables like {{contact.name}} work.
For reminders, Assign Reminder To the teammates who should be alerted, and choose the Reminder Mode:
Specific Date — an exact date and time
After Days (relative) — a number of days from now, at a time of day
After Execution (same day) — a number of minutes after this step runs, like 10 minutes or 1 hour
Reminders show a pop-up with a sound at the scheduled time. See Notes.
