How can I use custom actions in my crypto exchange support chat?

Custom actions turn your AI agent from a simple Q&A bot into a true support integration. When a user asks "What’s the status of my withdrawal?" or "I lost my 2FA device," the agent can call your internal systems right from the chat. It retrieves real-time data, performs verification steps, or initiates workflows - all while following the exact rules you set. This means routine account tasks never need a human, and your team can focus on complex cases.

You define a custom action by describing the API endpoint your agent can call, what information it needs (like a user ID or transaction reference), and what it should return. In Chatref, you configure this inside your agent’s settings:

1. Give the action a clear name (e.g., check_transaction_status).
2. Specify the input fields the agent must collect, such as transaction_id or wallet_address.
3. Provide the endpoint details and an API key so the agent can securely communicate with your backend.
4. Test the action in the Chatref playground to ensure it works before making it live.

Once live, the agent automatically decides when to use the action based on what the user asks - no coding required.

Custom actions shine for high-volume, repetitive tasks that follow clear processes. Some common examples:

• Transaction lookup - Customers ask "Where is my deposit?" and the agent fetches the status by ID or hash.
• KYC document assistance - The agent can trigger document upload forms or check verification status.
• 2FA / security resets - After identity verification, the agent can initiate a reset workflow.
• Wallet address validation - Confirm a destination address is correct for an upcoming withdrawal.
• Balance and history inquiries - Pull account balances or recent trade history without logging in elsewhere.

By handling these tasks in-chat, you reduce ticket volume and respond instantly, even outside business hours.

Because custom actions can touch sensitive financial data, always follow these practices:

• Use API keys stored securely within Chatref - never expose them in the chat.
• Limit the scope of each action to exactly what’s needed (read-only for lookups, separate action for writes).
• Require additional authentication for sensitive tasks, like confirming a one-time code before a reset.
• Log all action runs in your backend for audit trails.

Chatref’s AI agents only activate actions you’ve explicitly defined and can never invent new ones, so you stay in full control.

How to set up custom actions in support chat?
Navigate to your agent’s settings in Chatref, choose Custom Actions, and add a new action. Define the API endpoint, the parameters the agent needs to collect from the user, and the expected response format. Test with sample inputs, then activate it. The agent will then know when to use it based on the conversation.

What are the best use cases for custom actions in crypto support?
Transaction status checks, KYC verification lookups, 2FA resets, wallet address validation, account balance retrieval, and unlocking accounts. Any task where a customer needs real-time information or a simple workflow that you can expose via API works well.

Can I automate account tasks through support chat?
Yes. With custom actions, your Chatref AI agent becomes a self-service channel. Customers can perform account tasks like updating personal details, resetting security options, or checking transaction histories directly in the chat - without opening a ticket or waiting for a human. Your procedures become automated, accurate, and always available.