What custom actions can be performed within the chat?

Custom actions let your Chatref agent move beyond simple Q&A and actually perform tasks in chat. When a customer asks “Where’s my order?” the agent doesn’t just pull a static help article. It calls your connected backend or third-party tool, fetches the live status, and replies with the result, all within the same thread. This turns your widget into a self-service hub that handles account-level operations without human intervention.

Every Chatref account includes the custom actions capability with no feature gates. You define what the agent can do by configuring tool-calling rules in your agent settings. For a print on demand store, you might connect order lookup endpoints, shipping carrier APIs, or a returns management system. The agent follows your defined flow, collecting any needed details (like an order number) before executing the action, so the interaction stays natural and on-brand.

Here are a few ways print on demand stores use chat custom actions to reduce support tickets:

• Order status lookup: A customer provides their order ID, and the agent returns the current production and shipping status from your fulfillment platform.
• Return or exchange initiation: The agent collects the reason and item details, then creates a case in your helpdesk or sends a structured notification to your team.
• Address change request: If an order hasn’t shipped, the agent can validate the new address and update it in your order management system.
• Shipping quote retrieval: The agent asks for the destination and cart contents, then calculates live rates from your carrier accounts.

Can I trigger actions like order status updates?

Yes. Order status updates are one of the most common custom actions. Once configured, your Chatref agent can pull live data from your print on demand platform or order database and display it directly in the chat, so customers get instant answers without opening a separate tracking page.

How do I set up custom actions in the chat widget?

You configure custom actions inside your Chatref agent settings. Define the action name, the required input fields (like order ID or email), and the endpoint or logic the agent should call. No coding is required on the widget itself. Once saved, the agent will automatically use these actions when a customer’s question matches the intent.

What are the common use cases for custom actions?

For print on demand stores, the most frequent use cases are order status checks, return authorizations, shipping address modifications, and live shipping rate quotes. Beyond ecommerce, businesses use custom actions for appointment booking, account balance inquiries, and lead qualification, essentially any task that normally requires a support agent to look up or update information in another system.