Actions & Tools

The Actions tab is where you manage everything your agent can do beyond conversation — tools that work during calls, actions that trigger after calls, and variables that capture data from conversations. All three live in the same tab.

All Plans

All tools and actions are available on every plan, including Free.

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Tools

Tools let your agent perform real actions during a call — transfer calls, check calendar availability, book appointments, or fetch data from external systems.

Available Tools

Tool	Purpose	When to Use
Call Forwarding	Transfer to a human operator	Customer asks for a person, complex issues
Google Calendar	Check availability & book appointments	Customer wants to schedule a meeting
API Tool RAG	Fetch real-time data from APIs	Need live information (orders, stock, etc.)

Call Forwarding

Transfer calls to a human when specific conditions are met.

Setting	Description	Example
Name	Required. Person or department name	"Sales Manager"
Forwarding Number	Default phone number to transfer to	"+49 123 456 789"
Trigger Condition	When the agent should transfer	"Customer asks for manager or issue cannot be resolved"
Conditional Routing Numbers	Condition-to-number mapping for routing	{"billing": "+49 111 222", "technical": "+49 333 444"}

How it works:

1. During a conversation, the AI evaluates the Trigger Condition
2. If conditional routing numbers are set, the matching condition determines which number to call
3. Otherwise, the Forwarding Number is used
4. The agent informs the caller about the transfer
5. The call is forwarded — if no answer, it returns to the agent

tip

You can add multiple Call Forwarding tools for different departments — one for "Sales" and another for "Technical Support" with different conditions and numbers.

Google Calendar

Connect your Google Calendar so the agent can check availability and book appointments during calls.

Setup:

1. Add the Google Calendar tool in the Actions tab
2. Click Connect to link your Google account
3. Select the calendar to use
4. Configure your availability settings

Setting	Description	Default
Calendar	Required. Which calendar to use	Your primary calendar
Timezone	Timezone for appointments (IANA format)	Auto-detected
Work Start Time	Start of working hours	9:00 AM
Work End Time	End of working hours	6:00 PM
Slot Duration	Appointment length in minutes	30
Working Days	Available days of the week	Monday–Friday
Buffer Between Appointments	Buffer between appointments (0–60 min)	0

Supported slot durations: 15, 30, 45, 60, 75, 90, 105, 120 minutes.

tip

Set up your working hours and days accurately — the agent will only offer time slots within your configured availability.

API Tool RAG

Connect to external APIs to fetch real-time information during calls — look up orders, check inventory, verify accounts, or access any data available via API.

Setting	Description	Example
Name	Required. Tool name	"Order Lookup"
Description / When to Use	Required. When to query the API	"Customer asks about order status"
API URL	Required. API endpoint	"https://api.yourshop.com/orders"
HTTP Method	Required. HTTP method	GET, POST, PUT, DELETE, PATCH
Loading Message	What agent says while waiting	"Let me check that for you..."
Timeout	Maximum wait time (ms)	5000 (default)
Headers	Request headers	{"Authorization": "Bearer KEY"}
Query Parameters	Query string parameters	{"status": "active"}
Request Body	Request body (for POST/PUT)	JSON string

tip

Always set a Loading Message — silence during API calls feels broken to the caller.

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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

Field	Description	Example
Variable Name	Required. Variable identifier	customer_email
Instructions for AI	Required. Instructions for the AI on when and how to extract this value	"The customer's email address. Ask if not provided."
Example Format	(Optional) Example of expected format	"john@example.com"
Options (for Selector)	(Selector only) List of allowed options	["Basic", "Pro", "Enterprise"]

tip

The AI will naturally ask for missing information during the conversation. Set a clear description like "Customer's email address, ask politely if not provided" and the agent will handle it.

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Post-Call Actions

Actions are triggered after the call ends. They use the data from Retrieval Variables to send emails, messages, or call external APIs.

Available Actions

Action	Purpose
Send Email	Email conversation data to your team
Send SMS	Send text message confirmation
Send WhatsApp	Send WhatsApp message or template
API Call	Send data to external API (CRM, webhook, etc.)

Send Email

Setting	Description
Name	Required. Action identifier
Subject	Required. Email subject line
Message Body	Required. Email body — can include retrieval variables
Trigger Condition	When to send (empty = always)
Recipients	Required. Email addresses that always receive the email
Conditional Recipients	Condition-to-recipient mapping

Using variables in email:

New lead from phone call:

Name: {{customer_name}}
Email: {{customer_email}}
Interested in: {{selected_plan}}
Notes: {{call_notes}}

Send SMS

Setting	Description
Name	Required. Action identifier
Sender Name	Displayed sender name
Message	Required. SMS content (can include variables)
Trigger Condition	When to send
Recipients	Required. Phone numbers that always receive the SMS
Conditional Recipients	Condition-to-number mapping

Send WhatsApp

Setting	Description
Name	Required. Action identifier
Message	Required. WhatsApp message content
Trigger Condition	When to send
Recipients	Required. Phone numbers to receive the message
Conditional Recipients	Condition-to-number mapping
Template ID	Content Template SID for messages outside 24-hour window
Template Variables	Template placeholder values

Available call variables for WhatsApp templates:

Variable	Description
{{call_from}}	Caller's phone number
{{call_to}}	Number that was called
{{call_summary}}	AI-generated call summary
{{call_sentiment}}	Sentiment (positive/neutral/negative)
{{call_task_achieved}}	Whether the call task was achieved
{{call_transcription}}	Full call transcription

tip

WhatsApp has a 24-hour messaging window. To send messages outside this window, use a pre-approved WhatsApp template with a Template ID.

API Call

Setting	Description
Name	Required. Action identifier
Trigger Condition	When to trigger
API URL	Required. API endpoint URL
HTTP Method	Required. HTTP method (GET, POST, PUT, DELETE, PATCH)
Headers	Request headers
Query Parameters	Query string parameters

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Adding Tools & Actions

1. Navigate to your agent's Actions tab
2. Click the Add dropdown
3. Select Tool or Action type
4. Configure the settings
5. Save — changes apply immediately

Tools and actions are listed together in the Actions tab. Click on any item to edit, or use the delete button to remove it.

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Related

• Voice Agents Overview
• Prompt Engineering — Reference tools in your prompt
• Knowledge Base — Information sources