What is this?
Action steps do something to the contact or conversation inside the platform — no message is sent to the customer. They keep your data tidy and your team informed while the automation runs.
[SCREENSHOT: automation-steps-actions-palette — The builder palette showing the Actions group]
What can I do here?
How to use it
Assign team member
What it does: assigns the conversation to a person or shares them out fairly.
When to use it: after collecting a lead’s details, or when a customer asks for a human.
- Assignment Mode — Direct Assignment (one person) or Round Robin (take turns).
- Assign To — the teammate, for Direct. For Round Robin, select at least one agent.
Update Field
What it does: sets the value of a contact or custom field.
When to use it: saving the customer’s last message, copying one field into another, or marking a status like Interested = Yes.
- Field to Update (required).
- Value Source (required) — Free Text (type a value), Last Customer Message (their exact message), or Custom Field (copy from another field).
Update Subscription
What it does: sets the contact’s status to Active or Unsubscribed right away.
When to use it: when a customer types “STOP”, or opts back in.
Unsubscribed contacts are left out of future broadcasts and automations.
Update Label
What it does: adds or removes labels on the contact.
When to use it: tagging customers — Hot Lead, VIP, Support — so you can filter, target campaigns, or branch later.
- Action — Add Label or Remove Label, then pick the labels.
Resolve Conversation
What it does: marks the conversation as Resolved. No further messages are processed for it.
When to use it: at the end of a flow, once the customer has what they need.
Create Note/Reminder
What it does: creates an internal note or a timed reminder for your team, without sending anything to the customer.
When to use it: telling your team what happened (“Customer asked about shipping”) or reminding someone to follow up.
- Note Type and Note Content — variables like
{{contact.name}} work.
- For reminders, Assign Reminder To the teammates who should be alerted, and choose the Reminder Mode:
- Specific Date — an exact date and time
- After Days (relative) — a number of days from now, at a time of day
- After Execution (same day) — a number of minutes after this step runs, like 10 minutes or 1 hour
Reminders show a pop-up with a sound at the scheduled time. See Notes.
Troubleshooting / Technical Notes
- Round Robin isn’t assigning anyone. Select at least one agent.
- A field isn’t listed in Update Field. Create it first in Custom Fields.
- A reminder wasn’t created. Choose a valid reminder date, or the reminder won’t be created.
- The contact still receives messages after Update Subscription. Check that the status was set to Unsubscribed and the step actually ran.
Last modified on September 20, 2026
