Boost your support team's productivity by creating custom quick actions that appear directly in your AI Copilot. Custom actions let you define one-click prompts tailored to your team's specific workflows.
Custom quick actions are pre-defined prompts that appear in the Kai copilot sidebar alongside default actions like "Summarize this ticket." When clicked, they instantly execute your custom prompt—saving your team from typing the same instructions repeatedly.
Use cases include:
Generating responses in your brand voice
Escalating tickets with standardized formatting
Translating messages to specific languages
Applying your company's troubleshooting framework
Navigate to your Gleap dashboard
Go to Settings → AI → Copilot
Find the Custom quick actions section at the bottom of the page
Click + Add custom action
Enter your action name and the prompt the copilot should execute
Save your changes
Your new action will immediately appear in the Kai sidebar for all team members.
Once configured, custom actions show up in two locations:
In the Kai Sidebar — On the right side of any conversation, under the "Ask Kai" panel, your custom actions appear below the default "Summarize this ticket" button.
Above the Reply Box — Custom actions also appear as quick-access buttons directly above the comment input, alongside "Draft reply" for fast access during active conversations.
Keep action names short and clear. Your team should instantly understand what each action does. Names like "Draft Refund Response" or "Translate to Spanish" work better than vague labels.
Write specific prompts. The more detailed your prompt, the more consistent Kai's output will be. Include tone guidelines, required information, and formatting preferences.
Start small. Begin with 2-3 actions that address your most repetitive tasks. Monitor how your team uses them before adding more.
Review and refine. Check the quality of Kai's outputs regularly and adjust your prompts to improve results over time.
Here are some ideas to get you started:
Action Name
Use Case
Draft Apology | Generate empathetic responses for frustrated customers |
Technical Summary | Create concise technical notes for engineering handoffs |
Follow-up Check | Draft a polite check-in message for pending tickets |
Feature Request Note | Format user feedback for your product team |
If you have questions about setting up custom actions or want to share feedback on this feature, reach out to our support team. We're happy to help!
