---
title: "Actions"
url: "https://help.magicblocks.ai/en/article/journey-actions"
language: "en"
last_updated: "2026-03-18T08:11:48.391Z"
---

# Actions

## **Actions Inside a Journey Block**

Actions let you control what your AI Agent does when users reach a certain point in your conversation flow.  
They turn your AI from just talking into acting — sending messages, switching paths, collecting contacts, or triggering tasks automatically.

In [MagicBlocks](https://magicblocks.ai/hc), every Journey Block (like Hook, Align, or Get in Touch) can have its own set of Actions, Conditions, and Goals.

## **Before You Start: Global vs. Journey-Level Actions**

MagicBlocks offers two types of Actions, depending on the scope you want to control.

| Type | Where It Applies | When to Use |
| --- | --- | --- |
| Global Actions | Apply across your entire Agent. They are always active regardless of which Journey Block the user is in. | For universal triggers like “talk to a human,” sentiment detection, or restarts. |
| Journey-Level Actions | Exist inside a specific Journey Block. They trigger only when the user is in that block. | For stage-specific logic, such as switching from Hook to Pitch or showing a form mid-flow. |

This article focuses on Journey-Level Actions. You can view your Global Actions anytime by selecting Actions from the main sidebar of your Agent.

## **What You’ll Find Inside**

Inside every Journey Block, the Actions tab includes three key sections:

| Tab | Purpose |
| --- | --- |
| Actions | Define what your AI should do next, such as sending a message or switching to another block. |
| Conditions | Set the rules that determine when the Action should occur. |
| Goals | Track what success looks like for this part of the flow, such as form completion or contact qualification. |

## **Understanding Actions**

An Action is an instruction your Agent follows after a user says or does something.  
You can add multiple Actions inside one Journey Block, each with its own Conditions and Goals.

### **Common Action Types**

| Action | What It Does | Example Use |
| --- | --- | --- |
| Auto | Automatically responds or performs a default behavior. | “Got it, let me help you with that.” |
| Switch Journey | Moves the user to another Journey Block. | From Hook to Align or Get in Touch. |
| End Chat | Closes the conversation gracefully. | “Thanks for chatting, you can reach us anytime at [hello@company.com](mailto:hello@company.com).” |
| Send Message | Sends a follow-up or custom reply. | “Would you like to see our pricing?” |
| Run Task | Executes an integrated action such as a webhook or CRM update. | Send contact info to HubSpot. |
| Add Buttons | Adds quick reply buttons for structured user responses. | “Book a Call” or “Learn More.” |
| Add Forms | Displays a form to collect structured data. | Name, Email, and Company fields. |
| Add Calendar | Opens a booking calendar, such as Calendly. | “Choose a time that works best for you.” |
| Add Link | Shares an external link with the user. | “View our product catalog.” |
| Embed | Embeds third-party content like videos, maps, or forms. | Add an explainer video mid-conversation. |
| Don’t Respond | The Agent stays silent and waits for the user to continue. | Useful for passive or conditional logic. |

Pro Tip: Use Switch Journey to connect multiple blocks logically. It is how you create dynamic, multi-step conversations.

## **How to Add or Edit an Action**

1.  Open your Agent and go to Journey.
2.  Select a Block, for example Hook. ![](https://cdn-assets.productfruits.com/54b791ea-cfdb-4177-8ec0-b78974d9e45b)
3.  Click the Actions tab at the top.
4.  Click + New Action. ![](https://cdn-assets.productfruits.com/94656509-73e0-482c-a423-d15a623144f7)
5.  Choose what your Agent should do: Select an Action Type such as Send Message, Switch Journey, or End Chat.
6.  Add Conditions (optional) to control when it triggers.
7.  Set a Goal to measure the outcome.
8.  Click Save.

You can create multiple Actions per block, each with its own logic, triggers, and outcomes.

Click here to watch the tutorial video:

[YouTube video](https://www.youtube.com/embed/Mp8CQwQMeDU)

## **The Actions Tab**

Inside the Actions tab, you can configure several fields:

| Field | Description | Example |
| --- | --- | --- |
| Action Name | A label for easy reference. | “Send follow-up message.” |
| Action Type | Choose the specific behavior your Agent will perform. | Send Message. |
| Message Content | The message your AI should send (if applicable). | “Would you like to book a free consultation?” |
| Form Fields (for Add Form) | Select which fields to display and store as Key Facts. | Name, Email, Service Interest. |
| Destination Block (for Switch Journey) | Choose the Journey Block to move the user to. | “Pitch & Action.” |
| Link or Embed URL | Add a URL for external content or embedded media. | “https://calendly.com/demo” |
| Run Task or Webhook URL | Add the endpoint for backend actions. | CRM webhook URL. |

## **The Conditions Tab**

Conditions control when each Action will trigger.  
You can layer multiple conditions using AND/OR logic to fine-tune when and how Actions activate.

Common condition types include:

| Condition | What It Checks | Example |
| --- | --- | --- |
| User Message Contains | Detects specific keywords or phrases in the user’s message. | “price,” “demo,” or “book a call.” |
| User Asked Question | Triggers when the user sends a question. | “What is your refund policy?” |
| Key Fact Collected | Fires when a specific data point is captured. | Email collected. |
| All Key Facts Found (Active Block) | Triggers when all required Key Facts for the block are filled. | Name, Email, and Interest collected. |
| Sentiment | Detects tone, such as positive, neutral, or negative. | “I’m not happy” triggers escalation. |
| Page URL | Customizes behavior based on the page where the chat widget is embedded. | “/pricing” triggers pricing message. |
| Slash Command | Responds to typed commands like /help or /restart. | “/restart” resets the flow. |
| Custom Condition | Allows you to build classifiers for intent, such as Support, Sales, or General. | Intent = Sales. |

Tips:

-   Enable Only Match Once if you don’t want the Action to trigger more than once during a chat session.
-   Combine AND and OR logic for precise control.

## **The Goals Tab**

A Goal defines what counts as success inside a Journey Block.  
Use Goals to track outcomes and measure performance in the Measuring section later.

Common Goals include:

-   Contact form submitted
-   Contact information captured
-   Consultation booked
-   Pricing request made
-   User reached the end of the block

When a Goal is achieved, it can trigger CRM handovers, mark conversions, or log performance data.

## **Example Use Cases**

**Contact Qualification**

-   Condition: User Message Contains “pricing” or “demo.”
-   Action: Switch Journey to the Pitch Block.
-   Goal: Mark as Sales-Engaged Contact.

**Support Escalation**

-   Condition: Sentiment = Negative.
-   Action: Switch Journey to Human Handover.
-   Goal: Mark as Escalation.

**Appointment Booking**

Condition: Key Fact “Email” collected.

Action: Add Calendar → “Book Consultation.”

Goal: Meeting Booked.

## **Why It Matters**

Actions are the engine of your AI’s logic.  
They make conversations dynamic, purposeful, and capable of driving real results—from data collection to CRM workflows.

With Actions, your AI can:

-   Automate next steps
-   Connect conversations across Journey Blocks
-   Capture contacts and trigger backend systems
-   Personalize responses based on user input

## **Best Practices**

-   Use Switch Journey for branching logic to keep flows modular and organized.
-   Add End Chat messages that include gratitude or calls-to-action, such as “Want to continue later?”
-   Test every Action in Try My Agent to confirm it triggers correctly.
-   Combine Actions with Conditions for precision (for example, trigger only on specific keywords).
-   Regularly review your Goals to monitor performance and identify optimization opportunities.

## **Related Articles**

[Understanding Journey](https://help.magicblocks.ai/en/article/get-started-with-magicblocks-)

[Contact Transfer](https://help.magicblocks.ai/en/article/leads-overview)