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Add an action to a worker

Updated October 19, 2026 · 2 min read

Add an action to a worker to let it do things beyond replying, like sending a Slack message, updating Crisp, or scheduling a follow-up. Actions you add to the worker are inherited by every Skill. Actions you add to one Skill belong to that Skill only.

Open Worker actions

  1. Open a worker, go to its Knowledge tab, and expand Agent skills.
  2. Under Actions, click the + button to add one.
Knowledge tab's Actions row, with the + button to add an action.

Pick an action and configure it

  1. Choose an action from the list (Slack, Crisp, Schedule follow-up, log a knowledge gap, or a connected MCP tool) and fill in its required settings, such as a Slack channel or message template.
Action settings with the Slack channel and Notification message fields.
  1. Leave Optional off if the action should run automatically every time the worker runs; turn Optional on to let the model decide whether to call it.

Worker actions vs Skill-only actions

  1. On the Knowledge tab, click Edit on a Skill and open its Actions tab. Actions inherited from the worker are tagged From worker. Turn one off to narrow what the worker can do while that Skill is loaded, or use Add a skill-only action to give that Skill an action of its own. Click Save.

Where you add it

Which Skills get it

Use it for

Worker (Knowledge tab → Actions)

Every Skill, unless a Skill turns it off

Actions most playbooks need, like routing in Crisp or a Slack alert

One Skill (Skill → Actions)

Only that Skill

Steps only one playbook should take, like scheduling a check-in after a reconnect fix

Edit skill sheet on the Actions tab, with inherited actions tagged From worker, on/off toggles, and an Add a skill-only action picker.

FAQ

What's the difference between Mandatory and optional?

Mandatory actions run automatically — once per worker execution, or once when a skill-only action's Skill loads. Optional actions become a tool the model can choose to call.

Can different Skills use different actions?

Yes. Open a Skill's Actions tab to enable or disable inherited pool actions for just that Skill, or add a skill-only action.

Do connected MCP tools show up here too?

Yes. Any connected custom MCP source's tools appear in the Actions list once that connection tests OK.

How do I let a worker check back with a customer later?

Add the Schedule follow-up action. The worker can then set itself a task to come back to the same conversation, Slack thread, or Result, and check whether the issue was fixed.

I changed an action's settings in a Skill, but nothing changed. Why?

Inherited actions take their settings from the worker. Edit the action on the worker's Knowledge tab. In a Skill you can only turn an inherited action on or off.

Related articles

  • Add a custom worker

    Create a Support chatbot for your Crisp inboxes, or a Success worker for onboarding, upsell, and churn, with the Add Worker wizard.

  • Schedule a follow-up from a worker

    Let a worker schedule a follow-up for itself, then come back later to check whether a fix worked or a teammate answered.

  • Add a trigger to a worker

    Add a live or scheduled trigger so a worker only runs on the events you choose.

  • Add or edit Guards

    Add Guard rules that check a worker's final result and the Actions it took in that run, not conversation history or knowledge.

  • Edit Agent Skills for a Play

    Open Knowledge → Agent skills to edit the playbook a Play reads at runtime.

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