Up to three one-tap next steps — open a page, email the team, call a number — the agent offers when they are the natural thing to do.
Visitor Actions are the small set of next steps a visitor can take in one tap: open your pricing page, email your sales team, call the front desk. You configure what each action does and what the visitor sees. The agent decides when to offer one, from the conversation.
Open Capabilities, then Visitor Actions.
Visitor Actions replaced Custom buttons in September 2026. Anything you had configured carried over: each button became an action with the same name, destination and icon. The old "When to suggest" notes were retired — the description does that job now.
Setting up an action
Each action has four things:
- Name — the text on the button. Required.
- What it does — one of three kinds, with its own destination:
- Open a page — any
https://address. - Email the team — an email address. Tapping it opens the visitor's mail app with that address filled in.
- Call a number — a phone number. Tapping it dials, on a phone; on a desktop it opens whatever handles calls there.
- Open a page — any
- Description — optional. One line shown under the name. This is also what the agent reads to judge when the action helps, so say what the visitor gets: "Quotes for larger orders, usually within a day."
- Icon — optional, from a fixed set. Each kind starts with a sensible one.
You can have up to three. If Behavior already holds your contact details — an email address, a phone number, a contact page — the add tiles offer them, and one tap creates the action.
The preview beside the editor is the real widget component under your real theme, showing the action you are editing inside a short conversation — so what you see is what a visitor gets.
The agent picks the moment
There is no timing rule to write. The agent is shown your actions with what each one does, and it offers one only when it is the obvious next step for what the visitor just asked: they want to reach a person, they are ready to take that step, or the agent is pointing them at exactly that page.
It answers first, and then the action appears under the reply. Never more than one per reply, never two replies in a row, and never as a generic sign-off.
An action is an offer, not an interruption. It never appears on a turn where the agent is already showing a form, a scheduler or product results — those answer the question the visitor actually asked.
What a visitor sees
With a description, the action renders as a full-width card whose whole surface is the link — icon, name, description, and a trailing arrow. With just a name, it renders as a compact pill. Either way it takes its colour from your brand, and it is restored if the visitor comes back to the conversation later.
A page opens in a new tab so the conversation stays put. An email or a call is handed to the visitor's device in place — no extra tab.
Where it fits
Three capabilities can look similar from a distance; they do different jobs.
- Visitor Actions send the visitor somewhere in one tap: a page, their mail app, their dialler.
- Book a meeting puts a time on your calendar without leaving the chat. If you want visitors to pick a time, use that — not a Visitor Action pointing at a booking link.
- Human handoff brings a person into the conversation itself.
- AI Actions are things the agent does in the background — look up an order, check a CRM — and reports back.