Taking Actions

Sometimes, the customer problem can’t be solved by responding with simple text, and the customer question might require retrieving data from the backend or performing some updates to the data. In these cases, Open can take actions to solve the customer’s problem. It can call your backend to do that.

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Define a New Action

Actions, in essence, are simple API calls that the AI will make whenever the customer question/problem requires it. You can define a new action in the dashboard using the UI, or you can define it using Swagger (OpenAPI standard) files.

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Define a New Action Using the UI

1. Go to the dashboard and click on the Actions tab.
2. Click on the New Action button.
3. Enter the name of the action and the description.
4. Click on the Add button.
5. Click on the Save button.

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Define a New Action Using Swagger

Using Swagger is easier when you have a lot of APIs or actions, but it’s also more flexible. You can define your actions using Swagger files, which are machine-readable documents that describe and document RESTful APIs. It makes it easier for developers to understand and interact with web services. Open will validate this file and suggest recommended actions. If your APIs require authorization or authentication, you can still pass your tokens using one of the Copilot options (learn more about authorization).

• From the dashboard: You can upload your Swagger file and Open will validate it and suggest actions.
• Or you can use the API to programmatically upload and validate your Swagger file (learn more).

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Supported channels

Once you have your actions defined, you can use them in the following channels:

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Available APIs

Open provides top-of-the-line APIs for developers to build on top of our platform, including actions APIs.

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Frequently Asked Questions