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Custom Actions let your AI do real things during a chat, not just answer questions. You set up an action in the dashboard, connect it to your own system, and the AI uses it when a customer needs it. This part needs a developer on your side because you (or someone on your team) needs to build the endpoint that the AI calls.
Find it in your dashboard under Chatbot → Actions.

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Examples

  • Give a discount code when a customer asks for one.
  • Look up an order by email and order number.
  • Send a callback request to your CRM or Slack.
  • Check if something is in stock in your warehouse system.
  • Cancel or change an order.
  • Add the customer to your newsletter list (Klaviyo, Mailchimp, etc).

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How it works

  1. You set up the action in the dashboard: a name, a description, and the info the AI should collect (for example, the customer’s email or an order number).
  2. The AI decides when to use the action based on the description you wrote.
  3. Molin calls your endpoint with that info.
  4. Your endpoint sends back a short answer.
  5. The AI uses the answer to reply to the customer.
The action description is what the AI reads to decide when to use it. Be specific. Write “Look up an order status when the customer asks about delivery” instead of just “Order lookup”.

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Setup

See the Custom Actions API reference for the full request/response spec, security headers, and code examples.

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Best practices

  • One action, one job. Set up a separate action for each task instead of one big one that does everything.
  • Send back short, clear text from your endpoint. The AI will turn it into a reply to the customer.
  • Don’t send sensitive info back. The customer might see it in the answer.
  • Test it in the chat preview before turning it on for real customers.