Actions

Actions define what happens when your automation trigger fires. They're the response to the detected condition.

Every automation has three action phases: First, Then, and Finally.

First Actions (optional)#

First actions capture information or send notifications before showing anything to the respondent. They're optional but powerful.

Collect Email#

Prompts the respondent to enter their email address before proceeding with the main action.

When to use: When you need to capture contact information for high-value triggers like buying intent, discount offers, or meeting invitations.

What happens: A clean email input appears. The automation doesn't proceed until they enter a valid email (or skip, if you allow it).

Configuration: No additional fields required. Just toggle it on.

Send Slack Message#

Sends a real-time notification to your connected Slack channel with trigger details and relevant quotes from the conversation.

When to use: When you need human awareness — angry customers, partnership inquiries, urgent issues, or hot leads.

What happens: A Slack message is sent to your configured channel with:

• Which trigger fired
• Relevant quotes from the customer
• Timestamp and interview ID
• Link to view the full conversation

Configuration: Requires Slack integration to be set up first. Go to Integrations → Slack to connect your workspace.

You can use both: Collect email AND send Slack notification. They execute in sequence.

Then Actions (main response)#

The main action is what the respondent sees. Choose one:

Offer Discount Code#

Shows a styled card with a discount code they can copy and use.

When to use: Price objections, discount requests, win-back scenarios.

Fields:

• Discount code (required): The actual code they'll use at checkout (e.g., "SAVE20")
• Context message (optional): Additional text explaining the discount (e.g., "Valid for 30 days on any plan")

What the customer sees: A prominent card with your discount code, clearly formatted for easy copying.

Invite to Book Meeting#

Shows a booking card with a URL to your calendar or scheduling tool.

When to use: Angry customers needing escalation, hot leads ready to talk, partnership inquiries.

Fields:

• Booking URL (required): Link to your Calendly, Cal.com, or other scheduling tool
• Context message (optional): Why they should book (e.g., "Let's get you sorted out with a quick call")

What the customer sees: A clean card with a "Book a time" button linking to your calendar.

Redirect to URL#

Shows a redirect card with a link to any external page.

When to use: Sending to signup pages, review sites, help docs, or specific landing pages.

Fields:

• Target URL (required): Where they should go (must be a valid URL)
• Context message (optional): What they'll find there (e.g., "Share your experience with other users")

What the customer sees: A card with a "Go there" button linking to your specified URL.

Finally (what happens next)#

After showing the main action, you decide what happens to the interview:

End Conversation#

The interview ends immediately after showing the action card. The customer sees a thank you message and can't continue.

When to use: When the action is the final step — redirecting to a signup page, booking a meeting, or offering a discount that leads to checkout.

Continue Conversation#

A "Continue" button appears on the action card. When clicked, the interview resumes where it left off.

When to use: When you want to deliver the action but still gather more feedback or complete the interview.

Building effective automations#

Match action to trigger: Offering a discount for "feature missing" doesn't make sense. Inviting to book a meeting for "angry customer" does.

Keep context messages short: One sentence is usually enough. The action card speaks for itself.

Test your URLs: Make sure booking links and redirect URLs work before deploying.

Set realistic expectations: If you offer a meeting, make sure someone monitors the calendar. If you send Slack notifications, make sure someone responds.

Think about the next step: Does ending the conversation make sense, or should you let them continue talking?

Example combinations#

Win-back offer:

• First: Collect email
• Then: Offer discount code "SAVE20"
• Finally: Continue conversation

Escalate to human:

• First: Send Slack notification
• Then: Invite to book meeting
• Finally: End conversation

Capture hot lead:

• First: Collect email + Send Slack
• Then: Redirect to demo signup
• Finally: End conversation

Surface feedback:

• First: Send Slack notification
• Then: (none, just continue)
• Finally: Continue conversation

Next steps#

Ready to put it all together? Check out Examples & Recipes for complete, ready-to-use automation templates.

Or learn more about Triggers to understand when automations fire.