> For the complete documentation index, see [llms.txt](https://docs.ownchat.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ownchat.app/bot/utility/introduction-to-utility-actions.md).

# Introduction to Utility Actions

Utility Actions provide additional control and logic within a chatbot flow. These actions help automate processes such as routing conversations, updating customer information, storing data in variables, performing conditional checks, and managing the chatbot workflow.

Unlike **Send Actions**, which deliver messages, and **Ask Actions**, which collect user input, **Utility Actions manage how the chatbot operates behind the scenes**.

They allow businesses to build more dynamic and intelligent chatbot experiences by controlling conversation flow, automating backend tasks, and enabling conditional decision-making within the bot.

In the Bot Builder interface, Utility Actions can be accessed from the **Utilities tab when adding a new node to the chatbot workflow**.

{% embed url="<https://app.supademo.com/demo/cmmbmzzff0uym22c47zglv3dn?utm_source=link>" %}

### **Accessing Utility Actions**

Follow the steps below to use Utility Actions in your chatbot flow:

* Open the **Bot Builder**.
* Click **Add Node** in the workflow canvas.

{% embed url="<https://app.supademo.com/demo/cmp88fmb501nlz80jhiktp9tw?utm_source=link>" %}

* Select the **Utilities** tab.

{% embed url="<https://app.supademo.com/demo/cmp88h0j301joxa0jod1h2x5a?utm_source=link>" %}

* Choose the required Utility Action.
* Configure the action settings and connect it to the chatbot flow.

The Utilities tab provides multiple automation and workflow control options that enhance chatbot functionality.

### **Available Utility Actions**

Utility Actions provide several functions that help automate chatbot workflows and manage conversations efficiently.

#### **Trigger Path**&#x20;

Redirects the conversation to another path within the bot flow.

{% embed url="<https://app.supademo.com/demo/cmp88i8ar01xqz70j1uh0ffr6?utm_source=link>" %}

#### **Trigger Action**&#x20;

Executes a predefined action automatically during the chatbot workflow.

{% embed url="<https://app.supademo.com/demo/cmp88jggx01xsz70jj1fq461c?utm_source=link>" %}

#### **Assign Conversation**&#x20;

Transfers the conversation to a specific user or team member for manual assistance.

{% embed url="<https://app.supademo.com/demo/cmp89k0tl0210z70jsuzqdskn?utm_source=link>" %}

#### **Close Conversation**&#x20;

Automatically marks the conversation as closed after completion or inactivity.

{% embed url="<https://app.supademo.com/demo/cmp89llox01kcxa0j3215hlhb?utm_source=link>" %}

#### **Update Customer Fields**&#x20;

Updates or stores customer information such as name, email, tags, or custom fields.

{% embed url="<https://app.supademo.com/demo/cmp89q38z01kexa0jveeusbgo?utm_source=link>" %}

#### **Assign Variable**&#x20;

Stores user inputs or system-generated values inside variables for use later in the chatbot flow.

{% embed url="<https://app.supademo.com/demo/cmp89rddz01kgxa0jys2x1w1q?utm_source=link>" %}

#### **Get Dynamic Date**&#x20;

Generates real-time or calculated dates such as today, tomorrow, or future dates.

{% embed url="<https://app.supademo.com/demo/cmp89tzte021az70j1vklgfak?utm_source=link>" %}

#### **Format a Variable**&#x20;

Modifies how a stored variable is displayed, such as formatting dates, numbers, or text values.

{% embed url="<https://app.supademo.com/demo/cmp89xti101kmxa0j9674naff?utm_source=link>" %}

#### **IF Statement**&#x20;

Creates conditional logic that directs the chatbot flow based on defined conditions.

{% embed url="<https://app.supademo.com/demo/cmp89yyaf00010o0j3akeyv9c?utm_source=link>" %}

#### **IF Statement Adv**&#x20;

Provides advanced conditional checks that allow more complex decision-making within the chatbot workflow.

{% embed url="<https://app.supademo.com/demo/cmp8a05ns01kqxa0jwdxrqvc6?utm_source=link>" %}

#### **Switch Case**&#x20;

Allows the chatbot to evaluate multiple conditions and direct the flow based on different possible values.

{% embed url="<https://app.supademo.com/demo/cmp8a1u2901ksxa0ja2e4s6ee?utm_source=link>" %}

#### **Intent Detection**&#x20;

Identifies user intent from messages and directs the chatbot flow accordingly.

{% embed url="<https://app.supademo.com/demo/cmp8a3mkc021qz70j3qg5o79y?utm_source=link>" %}

#### **Get Order Menu**&#x20;

Fetches available order menu items for use within chatbot flows, commonly used in ordering or e-commerce scenarios.

{% embed url="<https://app.supademo.com/demo/cmp8a6c64021yz70jb9w4fs5l?utm_source=linkhttps://app.supademo.com/demo/cmp8a6c64021yz70jb9w4fs5l?utm_source=link>" %}

#### **AI Agent**&#x20;

Enables AI-powered responses that allow the chatbot to intelligently handle customer queries using AI capabilities.

{% embed url="<https://app.supademo.com/demo/cmp8a7ytb01qmz80j97pzkodw?utm_source=link>" %}

### **Why Use Utility Actions?**

Utility Actions enhance chatbot automation and enable more intelligent conversations by controlling workflow behavior.

They help businesses to:

* Automate conversation routing
* Store and manage customer data
* Create conditional chatbot logic
* Trigger automated processes
* Integrate AI-powered responses
* Improve chatbot efficiency and workflow management

By combining **Send Actions**, **Ask Actions**, and **Utility Actions**, businesses can build powerful chatbot experiences that automate customer engagement while maintaining flexibility.

### **Summary**

Utility Actions are essential for building advanced chatbot workflows. They allow businesses to automate backend processes, control conversation logic, and enhance chatbot intelligence.

Using Utility Actions effectively helps create structured, responsive, and scalable chatbot experiences that improve customer interactions and operational efficiency.