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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

Actions tab listing configured Custom API call and Trigger automation actions
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.