# Workflows and actions In the AI Agents dashboard, the **Workflows** tab is used to customise an agent's scripted [chat flow](https://documentation.proto.cx/docs/modules/ai-agents/..#chat-flow) with triggers and actions. These triggers and actions can exist at the top level of the chat, or any nested level below other triggers and actions—visualised by a tree of clickthroughs or accordions. *** ## Triggers Triggers are defined by a system event or the person's intent. For example, if someone says, "let me talk to a human" in any abstract way, a trigger can recognize this and initiate a human handoff.
TriggerDescription
Chat StartedA permanent, top-level trigger that can initiate actions at the beginning of a new chat.
Chat Closed by Live AgentA permanent, top-level trigger that can initiate limited actions if a chat underwent a human handoff, and is subsequently closed by a live agent.
Message ReceivedA person's message contains content (conversational intent) that approximately matches any of the defined training phrases, and does not match any excluded phrase.
Attachment ReceivedA person has sent an attachment, further distinguishable between images, videos, audio, or other files.
FallbackIf no other trigger is used in the current level (e.g. there's no match for the conversation intent), the Fallback trigger will be automatically fired.
## Actions Every action is initiated by a trigger and can be as simple as sending a stock reply, or provide real utility with things like takeovers and API messages.
ActionDescription
Send MessageReplies with one of the defined static messages.
Send FileReplies with a file attachment or link.
Show CarouselReplies with a carousel of interactive cards—for the Messenger, LINE, and Webchat channels only.
Show SurveyReplies with a survey or questions to collect feedback.
Collect FeedbackA permanent action in the 'Chat Closed by Live Agent' trigger, used to gather analytics on the person's experience.
Create TicketCreates and sends the first email in a new ticket.
Human HandoffTransfers the chat to a user in Proto AICX, where the Inbox dashboard serves as a native helpdesk.
External HandoffTransfers the chat to Zendesk or Bitrix24 if integrated.
Jump to Trigger/ActionJumps to another spot in the chat flow.
If/ElseConditionally branches the chat flow.
Set Chat VariableCreates or modifies a chat variable.
Send API RequestIssues a custom API request with JSON key/value pairs in the header.
LLM ActionCalls a large language model at any point in the chat flow, passes the result to downstream actions via a variable.
Auto fill FieldAutomatically classifies or categorises the chat and populates one or more custom fields based on the conversation context.
Auto team matchMatches a team based on alternative names configured in Teams settings.
## Configuration ### Adding To add a trigger at the top level, select **Add Trigger** above the table. To add a trigger or action in a nested level, select **Add Trigger** or **Add Action** within the tree. Certain triggers and actions may only be available for some parents, depending on compatibility. *** ### Settings Select any trigger or action by its row in the tree to open its settings panel. See individual trigger and action articles for details on their respective settings. *** ### Localisation Triggers used to assess a person's messages, and actions used to reply with text or attachments, can be localised to each of the AI agent's languages—as defined in its [General](https://documentation.proto.cx/docs/modules/manage-ai-agents#general) settings. To switch languages while editing triggers and actions: 1. From the Actions tab, select a **trigger** by its row. 2. In the opened page of the trigger's nested levels, use the **language dropdown** on the top right. *** ### Enabling/Disabling Every trigger and action (except the mandatory Chat Started and Chat Closed by Live Agent triggers) can be enabled/disabled with the **Enabled** switch in its row. Disabling will remove the trigger/action from the scripted flow. *** ### Deleting In a trigger or action row, select > **Delete**.