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Actions

API Reference: Actions endpoints

The Actions API manages reusable automation actions in AnswerPal. The current implementation separates action definitions from execution rules: /api/Actions manages the action itself, /api/TopicActions links actions to topics, and /api/HookActions links actions to workflow events.

Overview

Actions can close or delete messages, mark spam, generate or send replies, call external APIs, forward conversations, wait, run topic detection, or expose function-tool style configuration. The action record contains the execution configuration; priority and trigger context are stored on the topic or hook link.

Authentication

Use Authorization: Bearer <token> for protected endpoints. /api/Actions create, update, list and delete operations require the ManageSettings policy. GET /api/Actions/available accepts ticket access or phone-auth context. Topic and hook action endpoints require an authenticated user.

Current endpoints

Actions

List

Create/update

Get/delete

Topic links

Hook links

Fields

Actions

Action definitions

Use these endpoints to manage the reusable action records for the authenticated customer.

Method	Path	Policy	Purpose
`GET`	`/api/Actions`	`ManageSettings`	Return a paginated list of action definitions.
`POST`	`/api/Actions`	`ManageSettings`	Create a new action definition.
`GET`	`/api/Actions/available`	`TicketAccessOrPhoneAuth`	Return active actions available in ticket or phone-auth contexts.
`GET`	`/api/Actions/{id}`	`ManageSettings`	Return one action definition.
`PUT`	`/api/Actions/{id}`	`ManageSettings`	Update an action definition. The body `actionID` must match the route id.
`DELETE`	`/api/Actions/{id}`	`ManageSettings`	Delete an action definition.

List

GET /api/Actions

Returns a paginated PaginatedResult<ActionReadDTO> for the authenticated customer.

Query parameters: pageNumber default 1, pageSize default 10, sortBy default Name, sortOrder default asc.

GET /api/Actions?pageNumber=1&pageSize=10&sortBy=Name&sortOrder=asc
Authorization: Bearer <token>

GET /api/Actions/available

Returns ActionAvailableDTO records for actions that can be used from ticket or phone-auth flows.

GET /api/Actions/available
Authorization: Bearer <token>

Available action response shape

[
  {
    "actionID": 14,
    "customerID": 8,
    "name": "Send reply",
    "description": "Generate and send an answer",
    "actionType": "ReplySend",
    "isActive": true
  }
]

Create/update

POST /api/Actions

Creates a new ActionCreateDTO. name is required; other fields depend on the selected actionType.

POST /api/Actions
Authorization: Bearer <token>
Content-Type: application/json

{
  "name": "Call CRM",
  "description": "Update the customer record",
  "actionType": "ApiCall",
  "apiEndpoint": "/customers/{{endUser.customerNumber}}",
  "apiMethod": "PUT",
  "apiHeaders": "{\"Content-Type\":\"application/json\"}",
  "apiBodyTemplate": "{\"status\":\"{{ticket.status}}\"}",
  "overrideApiAuthenticationType": "Bearer",
  "isActive": true,
  "isFunctionTool": false,
  "toolCallTimeoutSeconds": 30
}

PUT /api/Actions/{id}

Updates an ActionUpdateDTO. The body actionID must match the route id.

PUT /api/Actions/14
Authorization: Bearer <token>
Content-Type: application/json

{
  "actionID": 14,
  "name": "Call CRM",
  "description": "Update the customer record",
  "actionType": "ApiCall",
  "apiMethod": "PUT",
  "isActive": true
}

A successful update returns 204 No Content.

Get/delete

GET /api/Actions/{id}

Returns one ActionReadDTO, including actionID, customerID and any related customFieldDefinitions.

GET /api/Actions/14
Authorization: Bearer <token>

DELETE /api/Actions/{id}

Deletes the action definition for the current customer.

DELETE /api/Actions/14
Authorization: Bearer <token>

A successful delete returns 204 No Content; an unknown id returns 404 Not Found.

Topic links

TopicActions

TopicActions link an action to a topic, channel or special topic context. This is where execution priority is stored.

Method	Path	Purpose
`GET`	`/api/TopicActions`	List links. Filters include `topicId`, `actionId`, `hookName`, `channelId`, `isActive`, pagination and sorting.
`POST`	`/api/TopicActions`	Create one topic-action link.
`POST`	`/api/TopicActions/bulk`	Create multiple links.
`GET`	`/api/TopicActions/{id}`	Read one link.
`PUT`	`/api/TopicActions/{id}`	Update the `priority` only.
`DELETE`	`/api/TopicActions/{id}`	Delete one link.

Create body

{
  "topicID": 21,
  "specialTopic": null,
  "documentID": 0,
  "channelID": 3,
  "specialChannel": null,
  "actionID": 14,
  "priority": 100
}

Hook links

HookActions

HookActions link actions to workflow events such as spam checks, topic detection, escalation, close events and phone pickup flows.

Method	Path	Purpose
`GET`	`/api/HookActions`	List hook actions. At least `hookName` or `actionId` is required.
`POST`	`/api/HookActions`	Create one hook-action link.
`POST`	`/api/HookActions/bulk`	Create multiple hook-action links.
`GET`	`/api/HookActions/wait-seconds`	Return the total active wait time for a channel and hook.
`GET`	`/api/HookActions/{id}`	Read one hook-action link.
`PUT`	`/api/HookActions/{id}`	Update the `priority` only.
`DELETE`	`/api/HookActions/{id}`	Delete one hook-action link.

Current hook names: PreSpam, PostSpam, PostTopicDetection, OnEscalate, OnClose, OnEndUserUpdate, OnEndUserAdd, OnEndUserDelete, UserTriggered, PostEscalate, OnEscalateFailed, OnPhonePickup, OnPhonePickupSay.

Wait-seconds example

GET /api/HookActions/wait-seconds?channelId=3&hookName=PostTopicDetection
Authorization: Bearer <token>

{
  "totalWaitSeconds": 45
}

Fields

Fields by purpose

These are the fields currently exposed by ActionCreateDTO, ActionUpdateDTO and ActionReadDTO. priority is intentionally not listed here: execution priority belongs to TopicActions or HookActions.

Core action definition

Field	Type	Use
`name`	string, required	Display name, maximum 100 characters.
`description`	string	Short optional description, maximum 100 characters.
`actionType`	string	Execution behavior, for example `ApiCall`, `Reply`, `ReplySend`, `Send`, `Forward`, `Close`, `Delete`, `Spam`, `DetectTopics` or `Wait`.
`isActive`	boolean	Controls whether the action can run.

Outbound API-call configuration

Field	Type	Use
`apiEndpoint`	string	Endpoint or path AnswerPal calls when `actionType` is API-call based.
`apiMethod`	string	HTTP method for the outbound call, such as `GET`, `POST`, `PUT` or `DELETE`.
`apiHeaders`	JSON string	Additional outbound request headers.
`apiBodyTemplate`	string	Request body template with placeholders.
`fieldMapping`	JSON string	Maps AnswerPal fields to external API fields.
`responseFieldMapping`	JSON string	Maps external API response values back into AnswerPal context.

Outbound authentication overrides

Field	Type	Use
`overrideApiBaseUrl`	string	Overrides the customer default base URL for this action.
`overrideApiUsername`	string	Username for an outbound connector call.
`overrideApiPassword`	string	Password for an outbound connector call.
`overrideApiToken`	string	Token for an outbound connector call.
`overrideApiAuthenticationType`	string	Outbound connector auth type. This does not change inbound AnswerPal API auth, which remains JWT Bearer.

Runtime controls

Field	Type	Use
`conditionalRules`	string	Rules that determine whether the action should run.
`forwardRecipients`	string	Email recipients for forward-style actions.
`forwardPhoneNumber`	string	Phone number for phone forward-style actions.
`waitSeconds`	integer	Delay used by `Wait` actions.
`actionSchedule`	string	Schedule expression or schedule setting for time-limited execution.
`actionScheduleTimeZoneId`	string	Timezone id, normalized by the API against the current user timezone.

Function-tool configuration

Field	Type	Use
`isFunctionTool`	boolean	Exposes the action as a callable tool when enabled.
`functionParametersSchema`	JSON schema string	Parameters schema for tool-call usage.
`toolCallTimeoutSeconds`	integer	Maximum time to wait for a function-tool call.

Response-only fields

Field	Type	Use
`actionID`	integer	Action identifier. Required in `PUT /api/Actions/{id}` and must match the route id.
`customerID`	integer	Owning customer, set by the API from the authenticated context.
`customFieldDefinitions`	array	Included on `ActionReadDTO` when custom field definitions are attached.

Error Codes

200 OK: list, read and available-action requests succeeded.
201 Created: action, topic-action or hook-action created.
204 No Content: update or delete succeeded.
400 Bad Request: invalid input, ID mismatch, invalid priority id, or missing hookName/actionId filter for GET /api/HookActions.
401 Unauthorized: missing or invalid JWT Bearer token.
403 Forbidden: authenticated user lacks the required policy or role.
404 Not Found: action or link does not exist for the current customer.
409 Conflict: duplicate topic-action or hook-action relationship, or conflicting update.

Best Practices

Use GET /api/Actions/available when building ticket or phone flows; use GET /api/Actions for settings screens.
Store execution order on TopicActions or HookActions; do not send priority on the Action definition itself.
Use actionScheduleTimeZoneId when scheduling an action; the API normalizes it against the current user timezone.
Keep inbound API authentication as JWT Bearer. Use overrideApiAuthenticationType only for outbound API calls made by AnswerPal.
Prefer deactivating an action with isActive=false when you may need to restore it; delete only when the action is no longer referenced.

FAQ

What permissions do I need?

/api/Actions management requires ManageSettings. /api/Actions/available accepts ticket access or phone-auth context. Topic and hook action endpoints require an authenticated user.

Where is action priority stored?

Priority is stored on TopicActions and HookActions, not on the action definition. Updating a topic or hook action currently updates priority only.

What is the difference between Actions, TopicActions and HookActions?

Actions define what can run. TopicActions attach actions to topics or topic/channel combinations. HookActions attach actions to workflow events such as PreSpam, PostTopicDetection, escalation, close or phone pickup.

Is Basic authentication supported for the AnswerPal API?

No. The inbound AnswerPal API uses JWT Bearer authentication. Basic or Bearer values inside action configuration are outbound connector settings used when AnswerPal calls an external API.

Support

Contact API Support

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Quick Links

Contact

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BE 0862.692.858

Actions

API Reference: Actions endpoints

Overview

Authentication

Current endpoints

Action definitions

GET /api/Actions

GET /api/Actions/available

Available action response shape

POST /api/Actions

PUT /api/Actions/{id}

GET /api/Actions/{id}

DELETE /api/Actions/{id}

TopicActions

Create body

HookActions

Wait-seconds example

Fields by purpose

Core action definition

Outbound API-call configuration

Outbound authentication overrides

Runtime controls

Function-tool configuration

Response-only fields

Error Codes

Best Practices

FAQ

Support

Table of Contents

Quick Links

Contact

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