--- title: "Set up Agent Actions" slug: "add-agent-actions" status: "new" updated: 2026-09-16T19:38:54Z published: 2026-09-16T19:38:54Z canonical: "help.gladly.com/add-agent-actions" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Set up Agent Actions **Agent Actions** let you add [App Platform](/product-docs/docs/introduction-to-app-integrations) 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](/product-docs/docs/app-platform-apps), for example, a "Refund Order" label that opens a Refund Order action from your order management app. ![Agent actions for managing customer profiles, including canceling and refunding orders.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/agent actions overview.png) Before you set up an Agent Action, [configure an App and publish an active App Configuration](https://help.gladly.com/docs/gladly-apps) 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 1. Go to **Settings**. 2. Under **Agent Experience**, select **Agent Actions**. ![Settings menu showing Agent Actions for customer profile management in Gladly platform.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/agent actions.png) 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 1. On the **Agent Actions** page, select **Add Action**. ![Settings page showing Agent Actions with an option to add a new action.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add action.png) 2. 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"). ![Interface for adding agent actions with fields for label, app configuration, and action.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add agent action modal.png) 3. Select **App / Configuration** and choose the App Configuration that contains the Action you want to expose. 4. Select **Action** and choose the specific App Platform Action to open. 5. Select **Add**. The new Agent Action appears in the App Platform Actions table. 1. 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. ![Menu options include Cancel Order, Refund Order, and Return Line Item features.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/actions for agents.png) Contains everything about a Customer. Their Conversation history, contact details, order details, and other Customer-specific information. *Customer* or C*ustomers* refers to the people you support through Gladly who buy or use your products or services.*Channel* or *Channels* refers to the communication method used to communicate with Customers. Gladly supports the following Channels: - Voice/IVR - Email - Chat (via Glad App) - SMS/MMS - Social Messaging: Facebook Messenger, Instagram Messaging, Whatsapp Agents use the availability controls to receive Customers contacting in through these Channels. ![](https://connect.gladly.com/wp-content/uploads/2023/03/Availability-Channel.png)