Workflow Actions | Keva Docs

Actions are the operations your workflow performs. After a trigger fires and conditions are evaluated, actions execute to update tickets, send notifications, call APIs, and more.

Ticket Actions

Action type	Editor label	Description
`set_status`	Set Status	Change status (open, pending, solved, closed)
`set_priority`	Set Priority	Set priority (low, medium, high, urgent)
`assign_to`	Assign To	Assign to user ID, "ai", or "unassigned"
`add_tags`	Add Tags	Add tags to the ticket
`remove_tags`	Remove Tags	Remove tags from the ticket
`add_internal_note`	Add Internal Note	Add private note for agents

Communication Actions

Action type	Editor label	Description
`send_reply`	Send Reply	Send email reply to customer
`send_slack_message`	Send to Slack	Send a message through a connected Slack workspace
`send_webhook`	Send Webhook	HTTP request to an external URL

Teams is unavailable in this release. send_teams_message is a legacy, deferred action type kept only so an existing node can be seen and removed; it is not an executable action and new workflows cannot add or save it.

AI Actions

Action type	Editor label	Description
`generate_ai_response`	Generate AI Response	Generate response using AI
`classify_ticket`	Classify Ticket	AI categorization and sentiment

Platform Actions

Action type	Editor label	Description
`execute_connector_action`	Run Platform Action	Run an action from a connected platform

WordPress is the only platform connector in this release.

Using Variables

Actions support dynamic values with double-brace syntax:

Ticket: {{ticket.id}}, {{ticket.subject}}, {{ticket.status}}
Customer: {{customer.name}}, {{customer.email}}, {{customer.is_vip}}
Message: {{message.body}}
Workflow vars: {{variables.aiResponse}}

Saving Action Output

Store results for later steps:

actionType: generate_ai_response
config:
  promptTemplate: "Summarize: {{ticket.subject}}"
  saveAs: summary

Use in subsequent action: {{variables.summary}}

Configuration Examples

Send Reply:

actionType: send_reply
config:
  content: "Hi {{customer.name}}, your request has been received."

Webhook:

actionType: send_webhook
config:
  url: "https://api.example.com/notify"
  method: POST
  body: '{"ticketId": "{{ticket.id}}"}'

Error Handling

Failure: Error logged, subsequent actions in path skipped, parallel paths continue

Best Practices

Label clearly: "Assign to Billing Team" not "Action 1"
Test with manual trigger: Verify before enabling live triggers
Save AI outputs: Store generated text for later steps

Next Steps

Conditions - Control action execution
Templates - See action examples
Connectors - Available platform actions