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On the Actions tab, define tools the employee may call actively during a chat. This is what lets an employee do something — search products, get an order status, check an account’s status, open a support ticket — not just reply with text.

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Action types

Contact field read, share, and update is configured on Attributes, not here. Expose only the attributes the employee needs, then reference actions and attributes together in a guideline — for example, use the Shopify action when a customer asks about a specific product.
Add actions sparingly. Each one is a decision the employee can make mid-conversation, and each one is worth testing with both a successful response and a failure response in the Playground before going live.