How do I create an Update Conversation Status tool for AI agents?

Create an Update Conversation Status action tool when an AI agent should automatically mark a conversation open or closed after a defined outcome.

Before you start

• Decide which conversation status the tool should apply.

• Define the conditions that must be met before the status changes.

• Avoid auto-closing conversations when follow-up is still expected.

Steps

1. Open Agents.

2. Select Tools.

3. Select Create Tool.

4. Choose Execute Actions as the tool type.

5. Enter a tool name and save it.

6. Add a clear label and description.

7. Configure timeout and speech settings.

8. In Actions, select Add Action.

9. Choose Update Conversation Status.

10. Select the status to apply, such as Open or Closed.

11. Create the action and save the tool.

12. Open the agent that should use the tool.

13. Enable the tool for that agent.

14. Update the agent instructions with when the conversation should be marked open or closed and what follow-up actions should happen.

Tips

• Clearly define what counts as a resolved conversation.

• Combine the status update with tagging, assignment, or notification tools when needed.

• Test the workflow before deploying.

• Review automation logic to prevent repeated or unintended status changes.

Troubleshooting

• If conversation status does not update, confirm the tool is assigned to the agent.

• If a conversation closes unexpectedly, refine trigger conditions in the agent instructions.

• If the wrong status is applied, edit the action and choose the correct status.

• If the agent does not trigger the update, add explicit instructions for when to use the tool.