Your AI agent comes with three powerful built-in actions that handle the most common customer scenarios automatically. Here's how to set them up and customize them for your business.
Getting to AI Actions
Navigate to AI Agents > Configure > Actions tab to access all action settings.
1. Escalate to Human
When your bot reaches its limits or customers demand the human touch, this action smoothly hands off the conversation.
When the Bot Escalates Automatically
Customer explicitly asks: "I want to talk to a human" or "connect me with someone real"
Questions about refunds or monetary promises (bot won't make financial commitments)
Bot genuinely doesn't know the answer after checking all data sources
Complex issues requiring human judgment or empathy
Technical problems the bot can't troubleshoot
What Happens During Escalation
Bot politely explains it's connecting them with a team member
Creates a ticket in your Shared Inbox with a customer note with a short summary for you to read about the customer's query/concern
Assigns to your default team member (make sure you have one set!)
Customer gets notified that a human will respond soon
Pro Tips for Human Escalation
Set a default assignee in your Shared Inbox settings - otherwise tickets might go unnoticed
Train your team on the conversation context the bot provides
Monitor escalation patterns to identify knowledge gaps in your bot's training
2. Contact Opt-Out
Smart unsubscribe handling that understands intent, not just keywords.
How It Works
The bot recognizes when someone wants to stop receiving messages, even if they don't use exact phrases like "unsubscribe" or "stop."
Bot understands all these variations:
"Stop messaging me"
"I don't want these texts anymore"
"Remove me from your list"
"Please don't contact me"
"Unsubscribe me"
"No more notifications"
What Happens When Someone Opts Out
Bot confirms they want to stop receiving messages
Updates their opt-out status immediately
Confirms the change: "You've been removed from our messaging list"
Stops all future broadcast and automation messages to that contact
Customizing Opt-Out Behavior
Click the Manage button next to Contact Opt-Out to customize when and how this action triggers.
Scenarios you can set up:
Immediate opt-out: Bot processes any unsubscribe request instantly
Confirmation required: Ask "Are you sure you want to stop all messages?" before opting them out
Escalate persistent requests: If someone asks to opt out multiple times, connect them with a human to resolve any underlying issues
3. Track Order
Customers' favorite feature - instant order tracking without the back-and-forth.
How It Works by Channel
WhatsApp:
Uses the customer's WhatsApp number to find their orders in Shopify
Automatically shows all undelivered orders
Provides clickable tracking URLs
No extra steps needed
Live Chat (Website):
If you're collecting leads, uses the number they provided
Otherwise, asks them for their order phone number
Fetches tracking info for any undelivered orders
Handles multiple orders if they have them
Instagram/Facebook:
Asks for their phone number first (since we don't have it automatically)
Searches your Shopify orders using that number
Shows tracking details for pending deliveries
Smart Number Handling
Bot is smart about phone number issues:
If wrong number scenario:
Customer: "That's not the number I ordered with though"
Bot: "No problem! Can you share the phone number you used for your order?"
Searches again with the correct number
Provides tracking info
Multiple orders:
Shows all undelivered orders for that number
Groups them clearly: "You have 2 orders in progress..."
Provides separate tracking for each
Action Management & Credit Usage
Each action has a Manage button that lets you control exactly when the bot should use it. Set specific conditions, usage limits, or escalation rules for each action.
Credit consumption: Actions use 2 credits total - 1 to trigger the action and 1 to display the results.
Example Prompts you could add under 'When to Use':
For Contact Opt-Out:
"Only process opt-out requests if customer confirms their phone number first. If they can't verify, escalate to human agent."
For Track Order:
"Ask customers when they placed their order. If it was more than 2 weeks ago and shows as delivered, connect them with an agent to investigate."
For both actions:
"If the same customer uses this action more than twice in one day, politely explain they're being connected with a specialist who can help them better."
Monitoring Action Performance
Keep an eye on how often each action triggers:
High escalation rates might mean your bot needs more training data
Frequent opt-outs could indicate messaging frequency issues
Lots of tracking requests suggests customers want more order status communication
Use this data to refine your bot's training and your overall customer experience.
Next Step: Once you've got these default actions configured, you can explore custom actions to connect your bot with external tools and services.
Navigate to AI Agents > Configure > Actions tab to set these up.
Built-In Actions
1. Escalate to Human
When the bot hits its limit or customer wants a real person.
Bot escalates when:
Customer says "talk to human" or "real person please"
Question involves refunds (bot won't promise monetary stuff)
Bot doesn't know the answer
Complex issue it can't handle
When triggered, it opens a ticket in your shared inbox. Make sure you got a default assignee set up or tickets might sit unnoticed.
2. Opt-Out
Handles unsubscribe requests smartly.
How it works:
Customer says anything like "stop messaging me" or "unsubscribe"
Bot understands intent (not just matching keywords like the old way with automations)
Automatically updates their opt out status
Works even with creative phrasing like "please don't text anymore"
No more manual opt out management. Bot handles it.
3. Track Order
Your customers' favorite feature. Bot fetches tracking info instantly.
On WhatsApp:
Uses the customer's WhatsApp number to find orders
Shows any undelivered orders automatically
Provides tracking URLs
On Live Chat:
If you're collecting leads, uses that number
Otherwise asks for order phone number
Fetches tracking for undelivered orders
On Instagram/Facebook:
Asks for phone number first
Then provides tracking info
If wrong number used, bot asks for the correct one. Smart enough to handle "that's not the number i ordered with though" situations.
Custom Actions (Advanced Stuff)
This is where it gets powerful. Connect your bot to any service with webhooks.
What you can do:
Push data to Google Sheets
Update your CRM
Check inventory in real time
Book appointments
Send data to Zapier
Pull info from external databases
Setting up custom actions:
Create webhook endpoint in your service
Add custom action in Spur
Define what triggers it
Map the data flow
Check these guides for the technical details:
Action Best Practices
Always enable these:
Escalate to Human (customers need an out)
Track Order (if you're ecommerce)
Consider enabling:
Opt-out (if you do marketing broadcasts)
Custom actions (if you need CRM/sheets integration)
Test each action:
Try triggering escalation
Test order tracking with real order
Verify opt out actually works
Check custom actions send correct data
Common Setup Issues
Escalation not working?
Check if you have a default assignee
Verify shared inbox notifications are on
Make sure human handoff is enabled in system prompt
Track order showing nothing?
Confirm Shopify is properly connected
Check if customer has undelivered ordders
Verify phone number format matches
Custom action failing?
Test your webhook URL
Check authentication if needed
Verify data mapping is correct
Look at the logs
Remember: Actions turn your bot from a talker into a doer. The more actions enabled, the less work for your human team. But test everything before going live or you'll have confused customers.