Glossary
Actions
Actions let a Maven AI agent read and write data in business systems during a conversation, like order lookups, refunds, and case creation.
Updated September 29, 2026
What Are Actions?
Actions are how a Maven agent gets work done. Based on what the customer needs, the agent can call an Action to read information from a system, like order status or account details, or to make a change, like processing a refund or updating a subscription. This is what moves an AI agent from answering questions to resolving them.
How Actions Work
- Connected to your systems: Actions call APIs in CRMs, billing platforms, order management, help desks, and other tools.
- Several types: Actions can be simple API calls, authenticated calls made on behalf of the logged-in user, chained multi-step workflows, or in-chat forms that collect details from the customer.
- Confirmation for changes: A common best practice is to have the customer confirm, often through a form, before an Action writes data.
- Scoped by policy: Segments and Charters control which Actions are available in each situation.
Frequently Asked Questions
How do Actions relate to function calling?
Actions build on tool use and function calling, with enterprise controls for authentication, eligibility, and auditability added on top.
Where are Actions created?
In the Capabilities area of Agent Designer, or through installed Maven Apps.
See it on your own conversations.
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