Setting up AI Actions for your HelpMate (Beta)

With AI Actions, your HelpMate can go beyond just chatting - it can now do things. From checking order statuses to updating customer info, AI Actions let your HelpMate connect to your external systems and take action in real-time. ⚡️

Here’s how to set it up:

Where to find AI Actions

You can add AI Actions while setting up your HelpMate:

  1. Go to the sidebar menu:
  2. Trengo AI > HelpMates
  3. Select an existing HelpMate, or click Create HelpMate
  4. Once you’ve completed the Basic and Advanced setup steps, navigate to the new tab: AI Actions (Beta)

How to create an AI Action

Inside the AI Actions tab:

  1. Click “New action”
  2. Give your action a name - e.g. Check delivery status
  3. Add an action description (AI Prompt)
    This tells HelpMate when and how to use the action. Example:
    “Check the latest order status for the customer. Only respond with status, not full order details.”

4. Choose an Endpoint Method

This tells the AI what kind of operation to perform with your system:

  • GET – Use this to retrieve data (e.g. order status, user info)
  • POST – Use this to add new information (e.g. create a ticket, book an appointment)
  • PUT – Use this to update existing data (e.g. change an address)
  • DELETE – Use this to remove data (e.g. cancel a booking)

💡 Not sure which one to pick? Start with GET to safely retrieve info before trying other methods.

5. Enter the Endpoint URL

This is the API URL your HelpMate will contact (e.g. https://your-system.com/api/orders)

6 Add parameters and headers if needed

These pass important details like order ID, customer email, etc.

You can define them dynamically — HelpMate will fill in the values during the conversation.

Tip: Only add what’s needed, and make sure to mask or validate any sensitive information.

Real examples to get you started

Not sure where to begin? Here are a few ways teams are already using AI Actions:

  • Support teams use it to check refund statuses, delivery updates, or pull customer-specific warranty information.
  • Sales reps fetch personalized pricing, stock levels, or customer contract details right inside the chat.
  • Operations teams trigger actions like updating CRM fields, escalating tickets, or syncing external data.

Remember: You can define the rules - tell HelpMate when to use an action and how to handle the response. This keeps conversations safe, relevant, and helpful.

🚀 Try it out and start today!

Once your AI Action is set up, head to the Playground to see it in action.

  • Make sure HelpMate triggers the action at the right time
  • Check if the response is clear and helpful
  • Fine-tune anything before going live

The best part? You don’t need to write code - just describe what the AI should do, and let it take care of the rest.

Start today and give your HelpMate the power to not just respond, but take action.