Plan requirement
| Subscription | Any plan |
| Also required | AI agents - Advanced |
| Access | Admin |
Actions depend on systems you do not control. Keeping them working is a maintenance job, not a one-off build.
Manage them
- Open the AI agent's actions.
- Review what exists and which procedures use each one.
- Edit, disable or remove as needed.
- Test after every change.
Actions break from the outside
An endpoint moves, a field is renamed, a credential expires. Nothing changed in Zendesk, and the action stops working.
The symptom is conversations quietly failing, so this is worth checking on a rhythm rather than waiting to be told.
Know who to ask
For every action, record which system it calls and who maintains it. When something breaks at three in the afternoon, that note is the difference between fixing it and starting an investigation.
Disable rather than delete
Disabling stops the agent using it while keeping the configuration. If the system comes back or the change is reverted, you switch it on rather than rebuild it.
Check what depends on it
Before changing an action, look at which procedures and dialogues use it. Changing what an action returns can leave a procedure describing a value that no longer arrives.
Expiring credentials
The most common cause of an action that worked for months and then did not. Note renewal dates somewhere your team will see them, because the failure is silent until a customer hits it.
Review them quarterly
Run each action once with a known value. Fifteen minutes, and it catches the breakages that would otherwise be found by customers.
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