Actions

Actions automate your workspace. When something happens - a form submission, a task completion, a message - actions can automatically respond with notifications, task switches, webhooks, and more.

The Building Blocks

Every action has three parts:

1. Trigger - What event fires this action?
2. Conditions - Should it run this time? (optional CEL expressions)
3. Action - What should happen?

Creating an Action

1. Go to Actions
2. Click New Action
3. Configure your trigger, conditions, and action

Triggers

Pick what event fires your action:

Category	Events
Task	Entered, Exited
Data Record	Created, Updated
Member	Joined, Left, Updated
Chat	Message sent (by user or assistant)

Action Types

Action	What It Does
Assistant Message	AI sends a message. Voice note: Continue immediately is supported for text chats and voice agents that use local/composable TTS. For native realtime model audio, Gravity Rail treats the message as Wait for reply until native audio playback can be safely ordered with the follow-up response.
Member Notify	Send notification to team
Switch Task	Move to a different workflow step
Member Label	Add or remove labels
Send Webhook	POST to an external URL
Form Field Update	Modify form data. String values support Jinja template syntax (e.g. {{ current_date }}, {{ member.name }}). Supports targeting specific collection records via updateType.
Send Email	Send a templated email to the member
Send SMS	Send a templated SMS message, optionally starting a conversation
Send WhatsApp	Send a templated WhatsApp message to a member (workspace must have WhatsApp enabled)
Phone Call	Initiate an AI-powered phone call using a workflow
Play Audio	Play a pre-recorded audio file on a phone call (disclosures, voicemail drops)
Upsert Member	Create or update a member from incoming webhook data. Configure behavior (upsert, create_only, update_only) and skip flags (skipIfExists, skipIfNotFound)
Validate Message	Check an AI-generated message against a CEL condition before it is sent. Set condition (CEL expression that flags a policy violation) and reason (message shown when the condition is met). Fires in response_validation mode — the message is blocked if the condition evaluates to true.
Conclude Assignment	End the current assignment with a specified outcome
Enroll in Journey	Enroll the member in a journey program
Create Chat	Open a new chat for a member on a specified channel and workflow. Deprecated — only configurable via API or app-connections integrations, not the rule builder UI. Prefer Send SMS, Phone Call, or Send Email for new rules.
Continue Chat	Legacy action — no longer available for new rules. Handled automatically by the Scheduled Callbacks feature.
Pause Chat	Pause an active chat so a human agent can respond
Summarize Chat	Generate an AI summary of a chat conversation

Conditions with CEL

Use CEL (Common Expression Language) to control when actions fire.

Quick Reference

# Check labels
"vip" in member.labels

# Check form data (single-record forms)
member.data.profile.age >= 18

# Check collection data
member.collections.patient_visits.count > 0
member.collections.patient_visits.latest.data.diagnosis == "Allergies"

# Search recent collection records
member.collections.lab_results.recent.exists(r, r.data.status == "critical")

# Check time
datetime.hour >= 9 && datetime.hour < 17

# Check channel
chat.channel == "phone-sms"

# Combine conditions
"premium" in member.labels && is_business_hours

Available Variables

Variable	What It Contains
member	Name, email, phone, date of birth, age, labels, form data
member.collections	Collection form data: count, latest record, recent records
task	Current task info
chat	Channel, paused state, test flag
phone_number	Workspace phone number a voice/SMS chat arrived on (number, name, brand_name)
message	The message content (for message events)
datetime	Current time in workspace timezone
is_business_hours	Whether it's within business hours

Common Patterns

VIP customers only:

"vip" in member.labels

During business hours:

is_business_hours

Specific channel:

chat.channel == "phone-voice"

Form field check:

member.data.contact.preferred_language == "spanish"

Delayed Actions

Schedule actions for later:

1. Enable the delay option
2. Set hours, minutes, or seconds
3. Action runs after the delay

Great for:

• Follow-up messages after 24 hours
• Escalation if no response in 2 hours
• Scheduled reminders

Webhooks

Send data to external systems when events happen.

Setup

1. Create an action with Send Webhook type
2. Enter your HTTPS endpoint URL
3. Choose which events trigger it

Payload Format

Every payload includes event, eventId, eventRule, and workspace at the top level, plus a slim member block when a member is in context:

{
  "event": "call:completed",
  "eventId": "9d3f1c88-6b0a-45e2-9f41-c7a2b5d80e63",
  "eventRule": {
    "id": 88,
    "uuid": "a1b2…",
    "name": "Export call to data warehouse"
  },
  "workspace": {
    "uuid": "9e8d…",
    "name": "Acme Health"
  },
  "member": {
    "id": 123,
    "accountUuid": "c4d5…",
    "email": "jane@example.com"
  }
}

eventId is a unique UUID generated when the event fires. Retries of the same delivery carry the same eventId — use it as your idempotency/dedup key.

The exact fields vary by event family (data record events carry a full member block and a dataRecord block; member events carry the full member profile). See Webhooks for all three payload shapes.

Payloads are signed with HMAC-SHA256 via the X-Webhook-Signature header when a signing secret is configured on the rule. See Webhooks — Security for verification examples.

Common Automations

Route VIPs to priority queue:

• Trigger: Task Entered
• Condition: "vip" in member.labels
• Action: Switch Task to "Priority Support"

Notify team on escalation:

• Trigger: Task Entered (Escalation task)
• Action: Member Notify to support team

Update CRM on signup:

• Trigger: Member Joined
• Action: Send Webhook to CRM API

Follow up after call:

• Trigger: Task Exited (Call task)
• Action: Switch Task to "Follow Up" (24h delay)

Tips

• Start simple - One trigger, one action. Add complexity later.
• Test with conditions - Use chat.is_test to run test conversations.
• Order matters - Drag actions to control execution order.
• Check logs - Failed actions show error details.

Chat Actions

Create Chat

Deprecated. This action is not available in the rule builder UI and can only be configured via the API or app-connections integrations. For new rules, use Send SMS, Phone Call, or Send Email instead — they cover the most common outbound-initiation use cases and are fully supported in the UI.

Opens a new chat for a member on a specified channel and workflow. Use this to proactively start a conversation — for example, sending an outbound SMS after a form submission or initiating a voice callback.

Configuration options:

• Channel — sms, email, phone-voice, web, etc.
• Workflow — The workflow the new chat will follow
• Initial message — Optional opening message sent when the chat is created

Pause Chat

Pauses an active chat so a human agent can take over. The chat is marked as paused in the inbox and will not receive automated replies until a human responds or the pause is cleared.

Configuration options:

• Message — Optional message sent to the member when the chat is paused (e.g., "A team member will be with you shortly")

Summarize Chat

Generates an AI summary of the chat conversation and stores it on the chat record. Useful for hand-off notes, post-call documentation, or building context before a follow-up workflow step.

Configuration options:

• Summarization prompt — Custom instructions for what to focus on in the summary
• Chat model — Override the default AI model used for summarization

Form Field Update

Updates a field on a member's form record. You can set a static value or use Jinja template syntax to write a dynamic value — for example, the current date or a piece of the member's profile.

Template variables

String values are rendered through the same template engine used by the Send Email and Send SMS actions. Common variables include:

Variable	Example output
{{ current_date }}	2026-06-13
{{ member.name }}	Jane Smith
{{ member.email }}	jane@example.com
{{ member.phone }}	+15551234567

Non-string values (numbers, booleans) and plain strings without {{ or {% are written verbatim and unchanged.

Example: stamp a date field on status change

A common use-case is recording when a status field last changed by writing the current date to a companion status_changed_at date field.

Setup:

Setting	Value
Trigger	Data Record Updated
Condition	has(changes.status)
Action	Form Field Update
Field	status_changed_at
Value	{{ current_date }}

Every time the status field changes, the action stamps status_changed_at with today's date.

Collection record selection

When the target field belongs to a collection data type (a form that can have multiple records per member), you must specify which record to update using the updateType parameter.

updateType	Behaviour
newest	Update the most recently created record. Creates a new record if none exist.
oldest	Update the least recently created record. Creates a new record if none exist.
create	Always insert a new record regardless of existing records.
trigger	Update the exact record that fired the rule. Only valid on Data Record Created and Data Record Updated triggers.
matchField	Update the record whose matchField field equals the template-rendered matchValue. See details below.
selector	Evaluate a CEL expression (the candidate record is bound as record) and update the first match. See details below.

matchField mode

Use this mode to look up a record by a specific field value — for example, updating a lab result record that has a matching accession number.

Option	Description
matchField	The field name on the collection record to match against
matchValue	The value to match (supports Jinja template syntax)
tiebreaker	newest (default) or oldest — which record wins when multiple records match
createIfMissing	true to insert a new record when no match is found; false (default) to fail with an audit event instead

A matchValue that renders to an empty string fails with a empty_match_value audit rather than matching records with an unset field.

selector mode

Use this mode for complex match logic. The action evaluates your CEL expression against each of the member's records and updates the first one that matches.

Option	Description
selector	CEL expression evaluated per record; the candidate record is bound as record
tiebreaker	newest (default) or oldest — scan order and which record wins on first match
createIfMissing	Same semantics as matchField mode

Example: update the most recent open appointment record:

record.data.status == "open"

Breaking change note

Before this template support was added (prior to 2026-06-12), a field value containing {{ or {% was written to the form verbatim. Those values are now rendered as templates. If an existing rule stored a literal string that happened to contain double braces, that string will now be interpreted as a template expression. Review any Form Field Update rules that use such values and update them if needed.

Related

• CEL Expressions — Write conditions to control when actions fire
• Webhooks — Send encrypted data to external systems
• Workflows — Build the conversation flows that actions automate