What actions can my AI agent take when executing runbooks?

Last updated: February 9, 2026

AI agents can take many Pylon or custom actions based on how they are configured.

To view the total set of all available actions and add more custom actions, go to the Actions page in Settings.

Actions are used inside of Runbooks to allow the AI agent to take actions within Pylon or your system, for example retrieving data from your database or a third party.

Pylon Actions

  • Reassign to team

  • Reassign to user

  • Send external message

  • Send internal note

  • Set issue status

  • Set issue tags

  • Set custom field

Custom Actions

Important Limitations

Knowledge Base Access

AI agents executing runbooks do not have access to training data or knowledge base content. This means:

  • Agents cannot cite or link to knowledge base articles when running runbooks

  • Instructions asking agents to "provide links to documentation" or "reference knowledge base articles" may cause the agent to hallucinate non-existent links

  • For knowledge base functionality, consider using a separate AI agent configured with appropriate training data resources rather than including these instructions in runbooks

Define API calls that your AI agent can make within Runbooks. To learn more about API calls, see here: 📄 How do the API actions work?