Custom Actions
Custom actions that let your AI chatbot do the task. Built in Automate, from steps that really run.
In ZynfoAI, a custom action is a workflow you build in Automate. The AI runs it when a conversation calls for it: check or cancel a Shopify order, create a return, save a lead, open a ticket, or bring in your team.
How a custom action works
You draw the steps. The AI decides when to run them.
- 01
Pick a template or start blank
Templates for support, sales, ecommerce and operations, or an empty canvas.
- 02
Say when the AI should use it
Each workflow starts with a trigger. Its description tells the AI which conversations call for it.
- 03
Add the steps
Order and product actions, leads, tickets, handoff, conditions and delays. Missing details? The step asks with a form.
- 04
Test, publish, check the runs
Try it with sample data first. Once it is live, every run is logged step by step.
Test run
Try it before a customer does.
Run any workflow with sample inputs and see each step, the reply the AI would be given, and any form the shopper would see. Steps that would cancel an order, save a lead or message someone are simulated, so nothing is sent or saved.
Switch the scenario to check the other paths too, like a signed-in customer or nobody from your team online.
Forms
Missing details? The workflow asks, then carries on.
When a step needs an email, an order number or a description of the problem, the website widget shows a short form. The workflow waits, then picks up where it stopped once the customer sends it.
Leads are saved in ZynfoAI and sync to Freshsales if you connect it. Tickets open in ZynfoAI, and you can sync them to Freshdesk. See AI ticketing and the lead capture chatbot guide.
Runs
See what every run did, step by step.
Each published workflow keeps a log of its recent live runs: status, time, how long it took, which channel it came from and where it stopped. Open a run to see every step and the branch it took. Customer details are left out of the log.
The store actions behind these workflows are covered in order tracking, returns automation and product recommendations. The ecommerce chatbot guide shows how they fit together.
What's in Automate
What a workflow can do today, on the $99/month plan.
- Triggers
- Track Order, Cancel Order, Refund Requested, Return / Exchange, Product Discovery, Out of Stock, Promo Requested, Lead Capture, Demo Requested, Issue Reported, Check Ticket Status, Live Handoff
- Orders
- Check Order Status, Check Refund Status, Cancel Order, Request Return (Shopify)
- Products
- Recommend Products from your Shopify catalog
- Leads
- Save Lead Details. Leads sync to Freshsales when it is connected.
- Support
- Create Support Ticket, Check Ticket Status, Connect Live Agent, Close Conversation
- Flow
- Condition, Delay, AI Response, Send Message (beta)
- Forms
- Shown in the website widget when a step needs details; the run picks up when they are sent
- Safety
- Cancelling needs the customer to confirm. Order access is checked against who is really asking.
- Builder
- Templates, drafts, publish, version history, test runs, run logs kept 30 days
- Not yet
- Calling your own API or a webhook. Steps for other apps are limited to the list above.
Common Questions
About custom actions and Automate in ZynfoAI.
What are custom actions in a chatbot?
Actions are things the chatbot does, not just says: looking up an order, cancelling it, saving a lead, opening a ticket. They turn "let me check with the team" into an answer in the same chat.
Which actions can ZynfoAI take?
Look up and cancel orders on Shopify, check refund status on Shopify, take refund and return requests, recommend products and add them to the cart, share discount codes, save back-in-stock requests, capture leads and sync them to Freshsales, open and check tickets, and hand off to your team. Each one runs as a step in an Automate workflow.
Can I connect my own API or webhooks?
Not today. There is no step for calling your own API or a webhook yet. Workflows run the built-in steps: Shopify orders and products, leads, tickets, handoff, conditions and delays. Leads can sync to Freshsales and tickets to Freshdesk.
Can I build my own flows?
Yes. In the Automate builder you combine a trigger with the actions above, conditions and delays. Start from a template, test it with sample data (nothing is sent or saved), save drafts, publish, and restore an earlier version if needed.
Can the AI cancel an order that has already shipped?
No. It only cancels orders that haven't been fulfilled yet, after the customer confirms in a new message. Anything else goes to your team.
More features. All in one plan.
All featuresLet ZynfoAI take the first reply.
Answers on your website and WhatsApp from your own content, with your team one click away. Free for 7 days, then $99/month.