Agent Actions let you add App Platform Actions to the Plus menu on the Customer Profile, so agents can launch them directly while working with a Customer. Each Agent Action links a label agents will recognize to one Action from one of your configured Apps, for example, a "Refund Order" label that opens a Refund Order action from your order management app.
Before you set up an Agent Action, configure an App and publish an active App Configuration that exposes the Action you want agents to use. Agent Actions can only reference Actions that exist on an active App Configuration.
Open Agent Actions settings
Go to Settings.
Under Agent Experience, select Agent Actions.
The App Platform Actions panel lists every Agent Action currently configured, along with the App Configuration and Action each one is tied to.
If you haven't added any Agent Actions yet, this list is empty.
Add an Agent Action
On the Agent Actions page, select Add Action.
In the Add Agent Action window, enter a Label. This is the text agents see when they pick the action from the Plus menu, so use a clear, action-oriented name (for example, "Track Delivery" or "Refund Order").
Select App / Configuration and choose the App Configuration that contains the Action you want to expose.
Select Action and choose the specific App Platform Action to open.
Select Add.
The new Agent Action appears in the App Platform Actions table.
Select Save to publish the change. A confirmation banner appears once your changes are saved.
Edit or delete an Agent Action
To change a Label, App Configuration, or Action, select Edit next to the Agent Action, update the fields, and select Save. To remove an Agent Action from the Plus menu, select Delete. Remember to select Save on the Agent Actions page to publish either change.
Understand action status
If the App Configuration or Action an Agent Action points to is no longer available, the table flags it so you can fix or remove the entry:
(inactive) next to an App Configuration means that configuration has been deactivated. Agent Actions tied to an inactive configuration won't appear to agents.
(missing) next to an Action means Gladly can no longer find that Action on the App Configuration — it may have been renamed or removed from the App.
When none of your active App Configurations offer a usable Action, the page displays a reminder: No active App Configurations offer Actions usable on the Customer Profile.
Review flagged actions periodically and update or delete them so agents only see Actions that actually work.
How Agent Actions appear to agents
Once an Agent Action is saved and tied to an active App Configuration, agents see its Label in the Plus menu next to the message composer on the Customer Profile, alongside other actions like Note, Task, and Channel-specific options. Selecting the label launches the associated App Platform Action for that customer.
