How AI chat decides, asks, runs, and escalates with tenant automation.
This guide explains the current AI chat automation path in plain terms: when an action can be used, how missing details are collected, how lookup actions fit in, and what happens when an action needs approval.
What must be true before AI chat can use an action
- The action must be active.
- Available in AI Chat must be enabled.
- The action must be correctly configured for method, endpoint, auth, and required customer details.
- If a lookup is needed, the lookup relationship must be configured.
Simple rule
If an action is not marked available in AI chat, the assistant should not use it directly even if the action exists.
What AI chat does today
Detects a likely action
The system looks at the conversation and picks a tenant action that appears to match the request.
Checks what is missing
If the action needs customer information like an order number or customer email, AI asks for it in chat.
Runs an optional lookup first
If the action needs an internal record ID, AI can ask for a friendlier customer detail first, run the lookup action, then continue.
Executes the target action
Once the required values are ready, the action is executed against the tenant-configured API.
Formats the reply
The result is turned into a customer-facing response. If the action requires approval, the system moves into an escalation-aware path instead.
What a lookup action is for
A lookup action is used when the main action needs an internal field the customer does not know, such as account_id. Instead of asking the customer for that internal value, AI asks for something friendlier like a customer email, runs the lookup action, and uses the returned ID in the final action.
What happens when an action requires approval
If an action is marked as approval-required, AI chat should not complete it directly. Instead, it responds in a customer-friendly way and signals the escalation path.
This is important for sensitive business operations like unlocking accounts, issuing credits, changing subscriptions, or anything that should stay human-reviewed.