Custom Actions
Custom actions are simple if this, then that rules. Where custom instructions shape how Wallu writes, custom actions tell it what to do in a specific situation - and they take priority over your other instructions.
Each action has two parts:
| Field | What to write | Example |
|---|---|---|
| Condition | A full sentence describing when the rule applies | "If the user's problem is about billing or a refund" |
| Action | What Wallu should do when it matches | "Escalate the ticket immediately and mention @billing-team" |
Where to set them
- Globally - Settings → Global Custom Actions. Applies everywhere.
- Per channel or category - Channels → Custom Actions. Applies in that channel or category.
Global and channel actions both apply, so keep global rules general and use channel actions for the specifics of a ticket category.
Good examples
IF the user says they were scammed or hacked
THEN do not attempt to answer, escalate to staff and mention @Moderators
IF the user asks about pricing or invoices
THEN answer from documentation and always link https://example.com/pricing
IF the user writes in a language other than English
THEN answer in their language and add a short English summary at the end
IF the user asks to speak to a human
THEN escalate immediately without trying to answer first
Tips
- Write conditions as full sentences. "If the user's issue is about billing" works much better than "billing".
- One rule, one situation. Several small rules beat one long paragraph.
- Escalation is the most valuable use. Sending the sensitive cases (payments, bans, security) straight to staff is usually worth more than any wording tweak.
- Don't put knowledge in a rule. Facts belong in documents or FAQs; actions decide behavior.
- Test it by asking a matching question in Discord after saving.
Role mentions
Mentioning a role in an action (@Moderators or <@&123...>) is also what authorizes Wallu to ping that role. A role that appears only in a channel's actions can only be pinged in that channel; global actions and global instructions allow it everywhere. Roles that appear nowhere in your instructions or actions are written as plain text without pinging anyone - so users can't talk Wallu into mass-pinging your staff. See Custom Instructions for details.