Create and modify Worknet AI actions

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Actions are the core elements that drive Worknet AI Studio’s ability to automate support and deliver intelligent responses. An Action defines a specific task or workflow that the AI assistant can perform, such as answering questions, summarizing content, troubleshooting, or generating articles.

Actions are interchangeable and reusable—once created, an Action can be assigned to and used by multiple apps (such as Salesforce, Zendesk, Slack, Widget, or API). This modular approach allows you to maintain a single source of truth for each type of support task, ensuring consistency and reducing duplication across your organization.

By creating and assigning Actions, you empower your AI assistant to understand user needs and respond appropriately—improving productivity, consistency, and customer satisfaction.

Each Action specifies:

• What the AI should do (using a prompt and settings)
• How and when it’s triggered (manually by a user or automatically by the system)
• Where it’s available (in specific apps or platforms)

With Actions, you can build powerful, context-aware workflows that streamline your support operations and provide faster, smarter help to your users.

Action Configuration Fields

When editing or creating a new Action, you’ll see the following options:

1. Name

Enter a unique and descriptive name for your Action. This will help you identify it in lists and when assigning Actions to apps.

2. Description

(Optional) Provide a brief description of what the Action does. This is helpful for your team when managing multiple actions.

3. User Input Required?

Toggle this setting if your Action should require input from the user (such as a question or case description). When enabled, the Action can be used as an "Ask Me Anything" (AMA) type.

Image suggestion:
Highlight the toggle for “User Input Required?”

4. Prompt

Define the instructions the AI should follow when performing this Action. The prompt shapes how the assistant responds.
Example:

"You are an assistant designed to support Worknet, a company that provides AI-powered support tools..."

5. No Result

Specify what the AI should do or say if it cannot generate a useful response.
Example:

"VERY IMPORTANT: Do not use your external knowledge base for this response..."

6. Display Name

(Optional) Set a display name for how the Action will appear to end users in the app UI.

7. LLM Rephrasing?

Toggle this on to allow the Large Language Model to rephrase, translate, summarize, or expand the response as needed.

8. Custom Config

(Optional) Add custom configuration in JSON format if your Action requires advanced settings.

9. Partitions

Partitions define the data sources the AI assistant can use to search for and generate responses. You can include a variety of content repositories, such as:

• Help content (public and private knowledge bases)
• Confluence
• Notion
• Non-curated knowledge sources, like solved support tickets, cases, and Jira tickets

By configuring partitions, you control which sources of information are available for each Action. You can add or remove partitions as needed to ensure that the most relevant content is used for your AI-powered responses.

Tip:
Use partitions to tailor each Action to specific business units, teams, or support channels.

10. Tools

You can add specific tools to extend the functionality of an Action. Click the “+” button to select and configure tools for your Action.

Worknet supports integration with virtually any API, allowing you to connect external systems and services as part of your AI workflows. Using the MCP (Model Context Protocol), Worknet can wrap and interact with any API, making it possible to automate tasks, retrieve real-time data, or trigger processes directly from the AI agent’s response.

This flexibility empowers you to tailor your Actions to a wide variety of use cases, further enhancing the capabilities of your AI assistant.

Best Practices

• Use clear, concise prompts to ensure reliable and helpful AI responses.
• Make use of the “No Result” field to guide fallback behaviors.
• Regularly review Action configurations as your support workflows evolve.
• Group actions logically by name and description for easier management.

Example: Creating an AMA Action

If you’re creating an AMA (Ask Me Anything) Action:

• Set User Input Required to ON.
• Craft a prompt that guides the AI to expect and answer open-ended questions.
• Assign this Action to relevant apps like Zendesk or Salesforce.

Summary

Actions in Worknet AI Studio allow you to tailor how your AI assistant responds to various user needs across platforms. By configuring each field carefully, you ensure high-quality, context-aware support for your users.