Actions
PreviewActions let a call look things up or make changes for the shopper, always through your systems and only the ones the flow allows.
An action is something a call asks your systems to do, while the shopper is on the line. "Change my delivery address" during an order verification call becomes an action: RowCall asks your store or platform to make the change, and your system decides.
RowCall has no direct access to your store. It never edits an order itself.
Two kinds of action
| Kind | Does | Examples |
|---|---|---|
| Read | Looks something up | Get order, get delivery slots, get checkout |
| Write | Changes something | Confirm order, update delivery address, send payment link, book a slot, cancel order |
How an action runs
The assistant asks for it
The shopper says "send it to my office instead". The assistant collects the new address.
RowCall checks it
The action must be on this flow's allowed list, every argument it takes must be there, and it must not have been used more than its limit in this call.
The shopper confirms
For actions marked "needs confirmation", the assistant reads the change back and waits for a clear yes at a confirm step.
Your system decides
RowCall sends a signed request to your store or platform, or your own HTTP request. Your system checks its own rules, for example that order #4821 hasn't shipped, and does it or refuses.
The assistant tells the shopper
"Done, it'll go to your office." Or, if refused: "That order has already shipped, so I can't change the address."
Each result (success, refused, pending or no reply in time) can lead the flow to a different next step, such as handing over to your team. Every action, its arguments and the reply are logged on the call record.
Allowed actions per flow
Each flow lists the actions it may use. The checkout help flow may send a payment link; the order verification flow may not. This is what keeps a call from doing anything you didn't plan for.
Where actions come from
Actions are your org's own. RowCall suggests presets for common ecommerce tasks, which you can use as they are or change, and you can define any action of your own in Developers → Actions. An action that isn't connected yet answers with its sample reply, so you can build and simulate flows first. See Actions for developers and Glood.
Next stepCall types and consentWhich calls you may make, and to whom.