Actions
Actions allow your voice agent to perform tasks based on conversation data — send emails, SMS messages, WhatsApp messages, or make API calls after (or during) a call. The Actions tab also lets you define Retrieval Variables that the AI extracts from conversations.
Retrieval Variables
Retrieval Variables are custom data fields that the AI automatically extracts from conversations. For example, the agent can capture the caller's name, email, phone number, or any other information you define.
Variable Types
| Type | Use Case | Example |
|---|---|---|
| Text | Names, emails, addresses, notes | Customer name, email address |
| Number | Quantities, budgets, IDs | Order quantity, budget amount |
| Boolean | Yes/no responses | Interested in demo? Existing customer? |
| Selector | Choice from predefined options | Preferred plan (Basic/Pro/Enterprise) |
Configuring a Variable
Each retrieval variable needs:
| Field | Description | Example |
|---|---|---|
| Name | Variable identifier (used in actions) | customer_email |
| Description | Instructions for the AI on when and how to extract this value | "The customer's email address. Ask if not provided." |
Best Practices for Variables
- Write clear descriptions — the AI uses them to understand what to extract
- Use descriptive names — they appear in action templates
- For Selector type, define all possible options clearly
- Don't create too many variables — focus on what you actually need
The AI will naturally ask for missing information during the conversation. If you set a variable for "email" with the description "Customer's email address, ask politely if not provided," the agent will ask for it when appropriate.
Available Actions
Actions are triggered after the call ends (or based on conditions you define). They use the data from Retrieval Variables.
| Action | Purpose | Key Settings |
|---|---|---|
| Send Email | Email conversation data | Recipients, subject, message template |
| Send SMS | Send text message | Recipients, message template |
| Send WhatsApp | Send WhatsApp message | Recipients, message template |
| API Call | Send data to external API | Endpoint, method, headers, body |
Send Email
Send an email with extracted data after the call.
Configuration
| Setting | Description |
|---|---|
| Name | Action identifier (e.g., "Send lead info") |
| Subject | Email subject line |
| Message | Email body — can include retrieval variables |
| Condition | When to send (leave empty = always send) |
| Recipient Email(s) | One or more email addresses |
Using Variables in Email
Reference retrieval variables in your email template using their names:
New lead from phone call:
Name: {{customer_name}}
Email: {{customer_email}}
Interested in: {{selected_plan}}
Notes: {{call_notes}}
Send SMS
Send an SMS with conversation data. Configuration is the same as email, without the subject line.
| Setting | Description |
|---|---|
| Name | Action identifier |
| Message | SMS content (can include variables) |
| Condition | When to send |
| Recipient Number(s) | Phone numbers to send to |
Send WhatsApp
Send a WhatsApp message with conversation data after the call.
| Setting | Description |
|---|---|
| Name | Action identifier |
| Message | WhatsApp message content (can include variables) |
| Condition | When to send |
| Recipient Number(s) | Phone numbers to send to (must have WhatsApp) |
WhatsApp messages support the same {{variable_name}} syntax as email and SMS. Recipients must have WhatsApp enabled on their phone numbers.
API Call
Send extracted data to an external API endpoint — useful for CRM integrations, webhook triggers, or custom workflows.
| Setting | Description |
|---|---|
| Name | Action identifier |
| Condition | When to trigger |
| API Endpoint URL | Where to send data |
| Method | GET, POST, PUT, DELETE |
| Headers | Request headers |
| Body | Request body (can include variables) |
Example: CRM Integration
Name: Add to CRM
Condition: Customer is interested in a demo
Endpoint: https://api.yourcrm.com/leads
Method: POST
Headers:
Content-Type: application/json
Authorization: Bearer YOUR_API_KEY
Body:
{
"name": "{{customer_name}}",
"email": "{{customer_email}}",
"source": "phone_call",
"interest": "{{selected_plan}}"
}
Adding Actions
- Navigate to your agent's Actions tab
- For retrieval variables: click Add Variable and select the type
- For actions: click Add Action and select the action type
- Configure the settings
- Save — changes apply immediately
Related
- Voice Agents Overview
- Tools — Real-time actions during calls
- Knowledge Base — Information sources