Interaction Actions

Actions are the workhorse of the platform. Notes alone are not enough — actions are what turn an interaction into tracked, reportable work. You add them from the Actions panel (the right-hand rail) on an interaction.

Why actions matter

An action is how work becomes real in the system:

• Program attribution — adding an action is the authoritative way an interaction gets tied to a program.
• Budgets and limits — an item that reaches its issued state records a draw against the program and against the client’s limits.
• Workflows — actions move through statuses, and every transition is logged. Open items mean unfinished work.
• Your worklist — the Wayfinder “to-do” list is built from open actions (pickups, referrals, follow-ups, benefit support, client results, survey reminders).
• Future obligations — follow-ups, survey reminders, and forms schedule downstream work (callbacks, wellness checks, surveys due).
• Record integrity — actions guard an interaction: if actions exist, the interaction can’t simply be deleted, because their consequences have to be reversed properly.
• Reporting — metrics and worklists trace back to actions, not to the interaction’s header.

The short version: if it isn’t captured as an action, it won’t show up in your worklist, your program’s numbers, or reporting.

The seven actions

Action	Use it for
Add Referral	Sending a client to an external resource or agency.
Add Internal Action	Program-specific work that may require approvals before it’s complete.
Add Pickup	A physical item a client receives — one-and-done.
Launch Form / Survey	Forms and surveys tied to programs or requirements.
Add Follow-Up	Wellness checks, callbacks, and general follow-ups on past interactions.
Add Benefit Support	Recording and tracking a benefit discussed or applied for with a client.
Record Client Result	A significant, verifiable outcome worth tracking.

Each action you add becomes a matching entry in Wayfinder, where it can be assigned, worked, and completed.