What the AI can do
There are two kinds of actions:
- Actions from your own system (bot link): your webshop or software offers them in the tool manifest, for example create a quote, email the quote, cancel an order, open a ticket or create a discount code. Twilper carries them out through your system; the rules (maximum discount, which address may be emailed) stay in your system.
- Standard actions by Twilper, without your own system: email a summary of the conversation from your own connected mailbox, send a text from your own phone number, ask for a 1-5 rating at the end, and send a reminder when a quote has not been accepted after three days.
- Lookups keep working as before: products, options, prices, delivery time, order status. Those are on by default.
Everything works in website chat, in WhatsApp and on the phone. On the phone the AI reads an email address back before sending anything.
How it stays safe
- Off until you switch it on: every action that creates, changes or sends something is off by default.
- A "yes" first: the AI summarises the action in one or two sentences (what, for which amount, to which address) and only carries it out after a clear confirmation from the customer. Doubt, a question or a change does not count as yes.
- Only an address the customer gave or confirmed: an email address from another system or from the knowledge base is never used.
- Limits: at most 10 actions per conversation and 100 per hour per workspace. Your own system keeps its own limits (for example at most 5% discount); you see them in the admin next to the action.
- Everything visible: every action, successful or failed, appears as a card in the conversation in the inbox, with amount, discount and a link to the result.
- Honest about failures: if an action fails, the AI says so and offers that the team picks it up. It never says "sent" when that is not true.
Setting it up in the dashboard
Go to "Integrations" → "Connect your own system (bot link)".
Step 1: Connect your system (if you have one)
Enter the endpoint URL and the signing key and click "Send test". The actions from your manifest appear in two groups: "Lookups" (on) and "AI actions" (off). How to build the manifest is in the technical documentation at twilper.com/en/integrations/api.
Step 2: Switch actions on
Tick per action what the AI may do. Each action shows what it does, its category and the limits your system reports. You can also switch everything on or off per channel (website chat, WhatsApp, phone).
Step 3: Switch standard actions on
Under "Standard actions by Twilper" you switch on the summary email, SMS, satisfaction rating and the quote reminder. A note next to an action (for example "connect a mailbox first") means something is still missing: a mailbox that can send under "Channels" → "Email", an active phone number, or the mail action in your manifest.
Step 4: Test it
Click "Test the actions in the browser". You land in the simulator under "Settings" → "AI behaviour" with "with actions" switched on. Type what a customer would say; under each reply you see which actions ran. Confirmed actions are really carried out, so use test details such as [email protected]. The test conversation is labelled [TEST] and does not appear in the inbox.
How a quote goes in chat
A customer asks in chat: "How much are 2 duvet covers 200x220?"
Step 1: Look up
The AI finds the product, explains the options and gives the price and delivery time from your system.
Step 2: Discount on request
If the customer asks for a discount, the AI gives at most what your system allows (for example 5%). It never offers a discount unasked.
Step 3: Summarise and confirm
"I will create a quote for 2 duvet covers 200x220, € 402.26 with 5% discount, and email it to [email protected]. OK?"
Step 4: Carry out
After "yes" the AI creates the quote in your system, emails it from your domain with an order button, and the inbox shows the card "AI action: Email quote · OFF-2026-0075 · € 402.26 · 5%".
Step 5: Reminder
If the customer does not accept within three days, Twilper sends one reminder through your system, if you switched that standard action on.
Usage and control
- The bot-link card shows per action how often it was used in the last 30 days and how often it failed, plus the last 20 actions with a link to the conversation.
- Every action appears as a card in the conversation in the inbox. Failed actions are amber.
- Switch an action off temporarily while your system is in maintenance; the AI then offers again that the team picks it up.
Good to know
- Start with one action (for example emailing quotes) and test it with a test address before switching on more.
- The AI may only give a discount when the customer asks for one, and never more than your system allows.
- Using WordPress with WooCommerce? The TwilperChat plugin (version 2.1 or later) provides the lookup actions out of the box; add your own actions with the twilperchat_tools_manifest filter.
- For developers: the manifest fields (category, effect, confirm, labels, result_card, limits) and the context Twilper sends along (confirmed_email, confirmation_summary, action_id, attachments) are documented at twilper.com/en/integrations/api#acties.