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Custom actions in Copilot

Updated

Plans and permissions:

  • Add-on: Copilot, billed separately
  • Set up custom actions: Admin, Manager, or Team Lead role, or a custom role with Copilot settings set to Can edit Copilot settings
  • Set up tools and connectors: Admin role, or a custom role with Tools and connectors set to Can edit tools and connectors settings
  • Run a custom action: Admin role, or a custom role with Copilot access set to Can access Copilot on the AI support tab
  • Admins can also turn on Copilot for individual people in Manage team > People management.
  • To turn on custom actions for your company, contact our team.

Use custom actions to let support team members do tasks in your other systems from Copilot, such as starting a return, updating an order’s status, or creating a ticket in your CRM, without switching tools. Each action runs a tool or connector you’ve set up in Assembled, and your team fills in any details it needs.

To set them up, go to AI support > Copilot and open the Custom actions tab. If you don’t see the tab, contact our team to turn custom actions on.

How custom actions work

  • Each action runs one tool or connector from Configure > Tools and connectors, such as an MCP connector or a data connector.
  • The tool decides which inputs the action needs. Support team members fill them in when they run it.
  • Selection filters can limit an action to tickets in certain groups, with certain tags, or with certain assignees.
  • Your team runs actions from the Actions menu in Copilot’s toolbar.

Set up a custom action

  1. Make sure the tool or connector you need is set up in Configure > Tools and connectors. If you have none yet, the Custom actions tab shows No tools or connectors available, with a Configure tools and connectors button.
  2. Go to AI support > Copilot and open the Custom actions tab.
  3. Select Add action.
  4. Enter a Name and, optionally, a Description, so your team knows when to use the action.
  5. In Connected tools, choose the tool or connector. The inputs support team members will need appear below it.
  6. Optional: under the selection filters, choose the groups, tags, or assignees the action is shown for.
  7. Select Add.
  8. Select Save changes.

Support team members now see the action in Copilot’s Actions menu. To change or remove it, use the edit or delete icon on the action in the list.

The Add action form with a connected tool selected, listing the inputs the action needs with their types

Run a custom action

  1. Open the ticket in Zendesk, with Copilot open.
  2. Select Actions in Copilot’s toolbar, next to Reply.
  3. Choose the action.
  4. If the action needs details, fill in the form.
  5. Select Run action.

When the action runs, Copilot shows a confirmation with the details of what it did.

Copilot’s toolbar with the Actions menu open, listing custom actions such as Refund Subscription

The Refund Subscription action form in Copilot, with Order ID, Refund reason, Amount, and Prorated fields and the Run action button

Copilot’s confirmation for the Refund Subscription action, showing Status: Success with the order ID, refund reason, and amount

Common issues

  • Copilot shows an error when you run an action: The error explains what went wrong, usually missing required information, a connection problem with the other system, or permission or access restrictions in the other system. If you keep seeing errors, contact your Assembled admin, or chat with our team.

Copilot’s error for the Refund Subscription action, showing Status: Refund window expired

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