Actions & Tools

Overview

The Actions & Tools section is the powerhouse of your AI agent’s operational capabilities. Here you configure what your agent can do during and after calls - from transferring conversations to human agents or SIP systems, to making intelligent API calls, checking business hours, detecting voicemail early, and setting up sophisticated callback protocols.

This section transforms your agent from a simple conversationalist into a fully integrated business automation tool that can take real actions and connect with your existing systems.

Call Transfer

Configure how your agent intelligently transfers calls to human agents, departments, or external phone systems when needed.

Transfer Configuration

Enable Transfer Capability

Toggle the “Call Transfer” option to activate the transfer functionality for your agent.

Choose Transfer Destination

Select between traditional phone numbers or SIP trunk endpoints based on your infrastructure.

Configure Transfer Logic

Define when and how your agent should initiate transfers using smart prompting and multi-language templates.

Test Transfer Flow

Validate that transfers work correctly with your phone system before going live.

Transfer Types

Phone Number
SIP Trunk

Traditional Phone TransferPerfect for transferring to mobile phones, landlines, or traditional business numbers.

Format: Use international format (+1234567890)
Best for: Human agents, customer service departments, sales teams
Reliability: High compatibility with all phone systems
Cost: Standard telephony rates apply

Configuration Example:

Transfer Number: +1-555-123-4567
Department: Sales Team

SIP/VoIP TransferIdeal for enterprise environments with PBX systems, call centers, or VoIP infrastructure.

Format: sip:extension@gateway_ip:port
Best for: Call centers, PBX extensions, enterprise VoIP
Benefits: Lower costs, advanced routing, better integration
Requirements: SIP-compatible phone system

Configuration Examples:

Sales Extension: sip:100@10.0.1.50:5060
Support Queue: sip:support@pbx.company.com:5060  
Manager Direct: sip:200@192.168.1.100:5060

Transfer Execution Mode

Beyond choosing where a call goes, you can now control exactly when the transfer is executed relative to what the agent says right before handing off the call. This setting applies to the transfer tool as a whole, regardless of whether you’re using the classic single-destination configuration or Transfer v2 rules.

Post Tool Speech (Default)
Immediate

Speak First, Then TransferThe agent finishes saying the transfer message — the default phrase or the rule-specific Customer Message — and only then does the actual call transfer take place.

Behavior: The caller always hears a clear heads-up (“Let me connect you now…”) before the line is handed off
Best for: Most use cases, especially Warm transfers where a smooth, predictable handoff matters
Trade-off: A short, natural pause between the message and the actual transfer
Recommended: This is the default behavior for the Call Transfer tool

If you don’t explicitly configure an execution mode, your agent automatically uses Post Tool Speech — this ensures the caller always hears the transfer message before being handed off.

Transfer v2 (Beta): Multiple Transfer Rules

Transfer v2 is a Beta upgrade to Call Transfer that replaces the single destination model with a flexible list of transfer rules. Instead of sending every transfer to the same number, your agent evaluates each rule’s condition in real time and routes the call to the matching destination — with its own type, customer message, and optional briefing for the receiving human agent.

Enable Transfer v2 with the “Transfer to multiple destinations (Beta)” toggle inside the Call Transfer panel. Once active, you can define as many rules as you need instead of a single fixed number. Each rule includes:

Field	Description
Condition	A natural-language description of when this rule should trigger (e.g., “the customer asks to speak with sales”, “the customer wants to cancel a subscription”)
Destination Type	`Phone` or `SIP`, matching the same formats used in standard Call Transfer
Destination Value	The phone number (`+1234567890`) or SIP URI (`sip:extension@ip:port`) to route to
Transfer Type	`Direct` or `Warm` — controls how the handoff is performed
Customer Message	An optional per-rule message the agent says to the caller right before transferring, overriding the default transfer phrase
Agent Briefing	An optional message relayed to the receiving human agent — a short summary of who is calling and why — used only on `Warm` transfers

Direct Transfer
Warm Transfer

Direct (Blind / Cold) TransferThe agent immediately connects the caller to the destination without staying on the line.

Best for: Simple routing to a known extension or department
Experience: Fastest handoff, no context relay
Use when: The destination doesn’t need a live briefing before speaking with the customer
Agent Briefing: Not applicable — since the agent disconnects immediately, there’s no opportunity to relay context

Enable Transfer v2

Toggle “Transfer to multiple destinations (Beta)” within the Call Transfer section.

Add a Rule

Click “Add rule” and describe the condition that should trigger this specific transfer.

Configure Destination

Choose Phone or SIP and enter the corresponding destination value.

Choose Transfer Type

Select Direct for an immediate handoff or Warm to relay context before disconnecting.

Add a Customer Message (Optional)

Write a message specific to this rule, such as “Let me connect you with our billing team” for a billing-related rule.

Add an Agent Briefing (Optional, Warm only)

For Warm transfers, write a short internal summary the receiving human agent will hear before taking the call — for example, the customer’s issue, sentiment, or anything already resolved.

Repeat for Additional Rules

Add as many rules as needed to cover all the transfer scenarios for your agent.

Rules are evaluated in the order they appear. Place more specific conditions above general ones to avoid a broad rule capturing calls meant for a more precise destination.

Example Configuration:

Rule 1
Condition: the customer wants to talk to sales or ask about pricing
Destination: Phone → +1-555-200-1000
Type: Warm
Customer Message: "I'll connect you with our sales team, one moment please."
Agent Briefing: "Inbound caller interested in the Pro plan, already asked about annual pricing."

Rule 2
Condition: the customer reports a technical issue or outage
Destination: SIP → sip:support@pbx.company.com:5060
Type: Direct
Customer Message: "Transferring you to technical support now."
Agent Briefing: (not applicable — Direct transfer)

Rule 3
Condition: the customer explicitly asks for a manager or wants to file a complaint
Destination: Phone → +1-555-200-2000
Type: Warm
Customer Message: (default transfer phrase)
Agent Briefing: "Caller is upset about a delayed refund, already apologized and confirmed order #8823."

When Transfer v2 is disabled, your agent falls back to the classic single-destination Call Transfer configuration described above. The Transfer Execution Mode setting applies the same way in both cases.

Transfer v2 is currently in Beta. Test each rule’s condition thoroughly with realistic phrasing before relying on it in production, and keep an eye on how overlapping conditions are prioritized.

Multi-Language Transfer Prompt Templates

The transfer prompt is crucial - it teaches your AI agent exactly when to transfer calls. Choose from professionally crafted templates in 6 languages:

Se usa para transferir la llamada con una persona en los casos que se indican a continuación:

- El usuario rechaza directamente la propuesta o servicio
- El usuario solicita expresamente hablar con una persona humana
- El usuario muestra desconfianza hacia el asistente virtual
- Se necesita información específica que no está disponible en el sistema
- El usuario requiere autorización o gestión de datos personales sensibles
- Situaciones que requieren negociación o decisiones complejas
- Quejas o reclamaciones que necesitan atención personalizada
- El usuario solicita escalación a un supervisor o gerente
- Casos de facturación complejos o disputas de pagos
- Situaciones médicas o legales que requieren experiencia humana

Used to transfer the call to a person in the following cases:

- The user directly rejects the proposal or service
- The user expressly requests to speak with a human person
- The user shows distrust towards the virtual assistant
- Specific information is needed that is not available in the system
- The user requires authorization or management of sensitive personal data
- Situations requiring negotiation or complex decisions
- Complaints or claims that need personalized attention
- The user requests escalation to a supervisor or manager
- Complex billing or payment dispute situations
- Medical or legal situations requiring human expertise

Utilisé pour transférer l'appel à une personne dans les cas suivants:

- L'utilisateur rejette directement la proposition ou le service
- L'utilisateur demande expressément à parler avec une personne humaine
- L'utilisateur montre de la méfiance envers l'assistant virtuel
- Des informations spécifiques sont nécessaires qui ne sont pas disponibles dans le système
- L'utilisateur nécessite une autorisation ou la gestion de données personnelles sensibles
- Situations nécessitant négociation ou décisions complexes
- Plaintes ou réclamations nécessitant une attention personnalisée
- L'utilisateur demande une escalade vers un superviseur ou manager
- Situations de facturation complexes ou litiges de paiement
- Situations médicales ou légales nécessitant une expertise humaine

Wird verwendet, um den Anruf an eine Person zu übertragen in folgenden Fällen:

- Der Benutzer das Angebot oder den Service direkt ablehnt
- Der Benutzer ausdrücklich darum bittet, mit einer menschlichen Person zu sprechen
- Der Benutzer Misstrauen gegenüber dem virtuellen Assistenten zeigt
- Spezifische Informationen benötigt werden, die im System nicht verfügbar sind
- Der Benutzer eine Autorisierung oder Verwaltung sensibler persönlicher Daten benötigt
- Situationen, die Verhandlungen oder komplexe Entscheidungen erfordern
- Beschwerden oder Ansprüche, die persönliche Aufmerksamkeit benötigen
- Der Benutzer eine Eskalation zu einem Vorgesetzten oder Manager anfordert
- Komplexe Abrechnungs- oder Zahlungsstreitigkeiten
- Medizinische oder rechtliche Situationen, die menschliche Expertise erfordern

Usato per trasferire la chiamata a una persona nei seguenti casi:

- L'utente rifiuta direttamente la proposta o il servizio
- L'utente richiede espressamente di parlare con una persona umana
- L'utente mostra sfiducia verso l'assistente virtuale
- Sono necessarie informazioni specifiche non disponibili nel sistema
- L'utente richiede autorizzazione o gestione di dati personali sensibili
- Situazioni che richiedono negoziazione o decisioni complesse
- Reclami o richieste che necessitano attenzione personalizzata
- L'utente richiede escalation a un supervisore o manager
- Situazioni di fatturazione complesse o dispute di pagamento
- Situazioni mediche o legali che richiedono competenza umana

Usado para transferir a chamada para uma pessoa nos seguintes casos:

- O usuário rejeita diretamente a proposta ou serviço
- O usuário solicita expressamente falar com uma pessoa humana
- O usuário mostra desconfiança em relação ao assistente virtual
- São necessárias informações específicas que não estão disponíveis no sistema
- O usuário requer autorização ou gestão de dados pessoais sensíveis
- Situações que requerem negociação ou decisões complexas
- Reclamações ou solicitações que precisam de atenção personalizada
- O usuário solicita escalação para um supervisor ou gerente
- Situações complexas de faturamento ou disputas de pagamento
- Situações médicas ou legais que requerem expertise humana

Webhook Tools

Create powerful API integrations that allow your agent to interact with external systems during conversations through our sophisticated modal interface.

Enhanced Modal Interface: Webhook Tools now feature an advanced configuration modal with real-time testing, parameter mapping, authentication methods, and intelligent conversation data extraction.

Configure webhook tools through our comprehensive modal interface:

Tool Identity Configuration

Set up the basic tool identity and activation conditions.Required Fields:

Name: Unique identifier (e.g., “create_lead”, “check_inventory”)
Description: Clear explanation of when the AI should use this tool
Execution Mode: Choose immediate or deferred execution

API Endpoint Setup

Configure the core API connection details.Configuration Options:

Base URL: Complete webhook endpoint URL
HTTP Method: GET, POST, PUT, PATCH, or DELETE
Request Timeout: 5-60 seconds (default: 20)
Error Handling: Retry logic and fallback behavior

Authentication Configuration

Set up secure authentication for your API endpoints.Supported Authentication Types:

Bearer Token authentication (OAuth 2.0, JWT)
API Key authentication (Header or Query parameter)
Basic Auth with username/password
Custom header authentication

Parameter Mapping

Define intelligent parameter mapping with conversation data extraction.Parameter Configuration:

Query Parameters: URL-encoded for GET requests
Body Parameters: JSON payload for POST/PUT/PATCH
Header Parameters: Custom HTTP headers
Value Sources: LLM extraction, static values, conversation metadata

Advanced Parameter Configuration

Each webhook parameter supports sophisticated data mapping:

Parameter Properties
Value Sources
Data Types

Property	Description	Options	Example
Name	Parameter identifier	Custom string	`customer_name`
Type	Data validation	string, number, boolean, integer, array, object	`string`
Required	Mandatory field	true/false	`true`
Description	AI understanding context	Natural language	”Customer’s full name from conversation”
Value Source	Data extraction method	LLM extraction, static value, metadata	LLM prompt
Extraction Prompt	AI instruction	Natural language	”Extract the customer’s email address”

LLM ExtractionIntelligent conversation data extraction:

{
  "extraction_prompt": "Extract the customer's phone number from the conversation",
  "parameter_type": "string",
  "required": true
}

Static ValuesFixed values for consistent data:

{
  "static_value": "phone_call",
  "parameter": "source",
  "type": "string"
}

Conversation MetadataBuilt-in conversation data:

Call duration and timestamps
Customer and agent phone numbers
Call direction (inbound/outbound)
Call status and outcome
Agent ID and configuration details

Webhook Authentication Methods

Bearer Token
API Key
Basic Auth

JWT/OAuth 2.0 AuthenticationModern token-based authentication for secure API access:

{
  "Authorization": "Bearer eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9..."
}

Use Cases:

Salesforce, HubSpot, and modern CRM systems
OAuth 2.0 protected endpoints
JWT-based authentication systems
Enterprise SaaS platforms

Simple API Key AuthenticationTraditional API key authentication:

{
  "X-API-Key": "sk_live_abcd1234efgh5678ijkl",
  "Authorization": "ApiKey sk_live_abcd1234efgh5678ijkl"
}

Use Cases:

Third-party service APIs
Legacy system integration
Custom internal APIs
Simple authentication requirements

Username/Password AuthenticationHTTP Basic authentication:

{
  "Authorization": "Basic dXNlcm5hbWU6cGFzc3dvcmQ="
}

Use Cases:

Legacy systems
Internal APIs
Simple HTTP authentication
Development and testing environments

Webhook Integration Examples

CRM Lead Creation
Inventory Checking
Calendar Booking

Salesforce Lead IntegrationAutomatically create leads when customers show purchase interest:

{
  "name": "create_salesforce_lead",
  "description": "Create a new lead in Salesforce when customer shows purchase interest",
  "url": "https://api.salesforce.com/services/data/v52.0/sobjects/Lead",
  "method": "POST",
  "authentication": {
    "type": "bearer_token",
    "token": "{{salesforce_access_token}}"
  },
  "body_parameters": {
    "FirstName": {
      "type": "string",
      "required": true,
      "value_type": "llm_extraction",
      "extraction_prompt": "Extract customer's first name from conversation"
    },
    "LastName": {
      "type": "string",
      "required": true,
      "value_type": "llm_extraction",
      "extraction_prompt": "Extract customer's last name from conversation"
    },
    "Phone": {
      "type": "string",
      "required": true,
      "value_type": "conversation_metadata",
      "metadata_field": "customer_phone"
    },
    "LeadSource": {
      "type": "string",
      "value_type": "static",
      "static_value": "AI Phone Call"
    }
  }
}

Real-time Product AvailabilityCheck product availability during customer inquiries:

{
  "name": "check_product_availability",
  "description": "Check real-time product availability when customer asks about specific items",
  "url": "https://inventory.yourcompany.com/api/check",
  "method": "GET",
  "authentication": {
    "type": "api_key",
    "key": "{{inventory_api_key}}",
    "location": "header"
  },
  "query_parameters": {
    "product_sku": {
      "type": "string",
      "required": true,
      "value_type": "llm_extraction",
      "extraction_prompt": "Extract product SKU or name mentioned by customer"
    },
    "location": {
      "type": "string",
      "value_type": "llm_extraction",
      "extraction_prompt": "Extract customer's preferred store location or zip code"
    },
    "quantity": {
      "type": "integer",
      "value_type": "llm_extraction",
      "extraction_prompt": "Extract desired quantity, default to 1 if not specified"
    }
  },
  "response_timeout": 10
}

Appointment SchedulingAutomatically schedule appointments through calendar systems:

{
  "name": "book_calendar_appointment",
  "description": "Schedule an appointment when customer requests a meeting or consultation",
  "url": "https://api.calendly.com/scheduled_events",
  "method": "POST",
  "authentication": {
    "type": "bearer_token",
    "token": "{{calendly_access_token}}"
  },
  "body_parameters": {
    "event_type": {
      "type": "string",
      "value_type": "static",
      "static_value": "https://calendly.com/your-company/30-min-consultation"
    },
    "start_time": {
      "type": "string",
      "value_type": "llm_extraction",
      "extraction_prompt": "Extract preferred meeting time from customer in ISO format"
    },
    "invitee": {
      "type": "object",
      "properties": {
        "name": {
          "type": "string",
          "value_type": "llm_extraction",
          "extraction_prompt": "Customer's full name"
        },
        "email": {
          "type": "string",
          "value_type": "llm_extraction",
          "extraction_prompt": "Customer's email address"
        }
      }
    }
  }
}

Business Hours (Beta)

Business Hours is a new built-in tool (Beta) that lets your agent automatically resolve whether the current call is happening within your configured business hours — no webhook or external calendar needed. It replaces manual date/time reasoning with a structured weekly schedule, holiday calendar, and time zone awareness.

Instead of prompting the model to reason about dates, weekdays, and time zones, the Business Hours tool evaluates the call timestamp against your configuration and returns whether the business is open or closed at that exact moment — including support for holiday exceptions and dedicated messaging for each state.

What It Solves

Avoids transferring calls to a human team that isn’t available
Lets the agent give accurate opening hours or a “we’re currently closed” response automatically
Enables conditional logic such as “only offer live transfer during business hours, otherwise offer a callback”
Accounts for holidays and special closures without extra prompt engineering
Removes the need for manual date/time arithmetic in the system prompt

Configuration

Enable Business Hours

Add the Business Hours tool from the Actions & Tools panel and toggle it on.

Set Your Weekly Schedule

Configure opening and closing times independently for each day of the week (Monday through Sunday). Mark any day as fully closed when it doesn’t apply — for example, weekends or days your business doesn’t operate.

Add Holidays

Define specific dates — national holidays, company closures, or one-off exceptions — that should always be treated as closed (or with custom hours) regardless of the regular weekly schedule.

Configure Time Zone

Select the time zone your business hours are defined in, so the tool correctly resolves the call time regardless of where the customer is calling from.

Set In-Hours and Out-of-Hours Messages

Write a custom message the agent uses when the call falls within business hours, and a different message for when it falls outside business hours (including holidays).

Reference the Tool in Your Prompt or Rules

Use the tool’s result in your system prompt logic, or combine it with a Transfer v2 rule condition (e.g., “only transfer to sales if within business hours”).

Weekly Schedule Fields

Each day of the week supports its own independent configuration:

Field	Description
Day	Monday through Sunday
Status	Open or Closed for that day
Opening Time	Start of business hours (e.g., `09:00`)
Closing Time	End of business hours (e.g., `18:00`)

Holidays

Holidays override the regular weekly schedule for a specific date:

Field	Description
Date	The specific calendar date the holiday applies to
Label	A descriptive name (e.g., “New Year’s Day”, “Company Retreat”)
Status	Closed all day, or Open with custom hours for that date

In-Hours vs Out-of-Hours Messages

In-Hours Message
Out-of-Hours Message

Used while the business is openOptional message the agent can use to confirm availability, such as:

"We're currently open — I can connect you with our team right away."

Used while the business is closed (including holidays)Message explaining unavailability and next steps, such as:

"We're currently closed. Our business hours are Monday to Friday, 9 AM to 6 PM. Would you like me to schedule a callback for the next business day?"

Example Schedule

Monday - Friday: 09:00 - 18:00
Saturday: 10:00 - 14:00
Sunday: Closed
Time Zone: Europe/Madrid

Holidays:
- Jan 1: New Year's Day (Closed)
- Dec 25: Christmas Day (Closed)
- Aug 15: Summer Break (Closed)

In-Hours Message: "We're currently open — I can connect you with our team right away."
Out-of-Hours Message: "We're currently closed. Our business hours are Monday to Friday, 9 AM to 6 PM. Would you like me to schedule a callback?"

Example Usage

Combined with Transfer v2:

Rule 1
Condition: the customer wants to talk to sales AND business hours are open
Destination: Phone → +1-555-200-1000
Type: Warm

Rule 2
Condition: the customer wants to talk to sales AND business hours are closed
Destination: (no transfer — offer to schedule a callback instead)

Combined with End Call Strategy or system prompt: Instruct the agent to check the Business Hours result before offering a live transfer, and fall back to taking a message or booking a callback when the result is closed.

Business Hours is currently in Beta. Double-check the resolved status during testing, especially around daylight saving time transitions and newly added holidays.

Early Voicemail Detection

Early Voicemail Detection adds a telephony-aware layer of Answering Machine Detection (AMD) that works alongside — and independently from — the phrase-based detection configured in End Call Strategy below. Instead of relying only on the agent recognizing a voicemail greeting mid-conversation, this feature can flag an answering machine earlier, using either the agent’s own reasoning or signals from the carrier.

Enable this tool to choose how early and at what level voicemail detection happens, trading off a small amount of latency for a higher confidence detection, or vice versa. Detection is organized into two levels — Agent and Carrier (also referred to as “Operator”) — with the Carrier level offering two submodes, Gate and Live.

Detection Levels

Agent
Carrier (Operator)

Agent-Level Detection (Native)The AI agent listens to the call audio itself and recognizes voicemail or answering machine greetings using its own conversational reasoning — the same underlying mechanism used by the End Call Strategy phrase templates.

How it works: The agent starts speaking normally and identifies typical voicemail phrasing as the conversation unfolds (“please leave a message after the tone”, etc.)
Best for: Simple setups where a natural conversation start matters more than shaving off detection time, or when your telephony carrier doesn’t provide a reliable native AMD signal
When to use it: Choose Agent when you’d rather keep the call flow simple and let the same phrase-recognition logic you already trust (via End Call Strategy) handle voicemail cases, without adding a telephony-level dependency
Default: This is the default level the first time Early Voicemail Detection is enabled

Carrier Submodes: Gate vs Live

When the Carrier level is selected, choose how the agent should act on the carrier’s AMD signal:

Gate
Live

Gate ModeThe system waits for the carrier’s AMD analysis to finish before letting the agent start speaking.

Behavior: A brief pause occurs at the very start of the call while the carrier determines human vs. machine
Trade-off: A slightly slower start, but the agent never delivers the wrong opening line to a machine
When to use it: Choose Gate for outbound calling where avoiding a wasted or awkward greeting to voicemail outweighs a one-to-two second delay at the start of the call — ideal for high-volume campaigns where consistency matters more than speed

The system remembers which Carrier submode (Gate or Live) you last used. Switching back to Carrier after temporarily trying Agent level automatically restores your previous submode.

Configuration

Enable Early Voicemail Detection

Toggle on Early Voicemail Detection in the Actions & Tools panel.

Choose a Detection Level

Select Agent for native recognition by the AI, or Carrier (Operator) for telephony-level AMD.

Select a Submode (Carrier only)

If you chose Carrier, pick Gate for a safer, slightly delayed start, or Live for an immediate start with parallel analysis.

Keep End Call Strategy Active as a Fallback

Leave your End Call Strategy phrase templates configured — Early Voicemail Detection catches most cases sooner, while phrase detection remains a reliable safety net for anything it misses.

Carrier-level AMD accuracy can vary depending on your telephony provider and the destination country. Test both Gate and Live submodes with real call patterns before relying on them for high-volume outbound campaigns.

Active Listening Sounds (Backchanneling)

Active Listening Sounds — also known as backchanneling — make your agent produce short, natural acknowledgment sounds and interjections (like “mm-hmm”, “I see”, “right”) while the caller is speaking, instead of staying completely silent until it’s the agent’s turn. This mirrors how humans naturally signal they’re listening during a real conversation.

This feature is only available for agents using v3 voices (eleven_v3_conversational). It doesn’t apply to agents on the Flash model, since backchanneling relies on the more expressive, natural delivery that v3 voices support.

Why Use Backchanneling

Makes long caller explanations feel like a real conversation instead of a monologue into silence
Reduces the perception of dead air, especially over telephony where silence can feel like the call dropped
Reinforces trust and rapport — callers feel heard as they speak, not just after they finish
Adds a layer of natural expressiveness on top of everything else v3 voices already provide

Intensity Levels

Low
Normal (Default)
Expressive

Minimal, Neutral AcknowledgmentsOnly occasional, low-key sounds such as a subtle “mm-hmm”, used sparingly.

Best for: Formal contexts, sensitive topics, or brands with a more reserved tone
Experience: Caller notices the agent is engaged without it feeling chatty
When to use it: Choose Low when you want a hint of active listening without drawing attention to it

Configuration

Confirm Your Agent Uses a v3 Voice

Active Listening Sounds only apply to agents configured with an eleven_v3_conversational voice. If your agent is on the Flash model, this option won’t have an effect.

Enable Active Listening Sounds

Toggle on the backchanneling option in the Actions & Tools panel.

Choose an Intensity Level

Select Low, Normal, or Expressive based on how animated you want your agent to sound while listening.

Test With Real Call Scenarios

Listen to a few test calls with longer caller responses to confirm the intensity level matches your brand’s tone before rolling it out broadly.

If left unconfigured, agents on a v3 voice default to Normal intensity. You can disable Active Listening Sounds entirely at any time if you prefer the agent to stay silent until the caller finishes speaking.

End Call Strategy

Configure intelligent call termination with sophisticated answering machine detection and strategic conversation ending across multiple languages.

Enhanced Call Termination Logic

Enable Smart Termination

Activate the “End Call Strategy” to handle call endings intelligently with multi-language support.

Configure Detection Phrases

Use comprehensive phrase detection across 6 languages for answering machines and voicemail systems.

Define Completion Criteria

Specify what constitutes a successful call that should end naturally.

Handle Edge Cases

Configure responses for unexpected scenarios like long silences or system errors.

Getting Started

Agents

Advanced Editor

Voice Library

Calls

CRM

Account

Overview

Call Transfer

Transfer Configuration

Transfer Types

Transfer Execution Mode

Transfer v2 (Beta): Multiple Transfer Rules

Multi-Language Transfer Prompt Templates

Webhook Tools

Advanced Parameter Configuration

Webhook Authentication Methods

Webhook Integration Examples

Business Hours (Beta)

What It Solves

Configuration

Weekly Schedule Fields

Holidays

In-Hours vs Out-of-Hours Messages

Example Schedule

Example Usage

Early Voicemail Detection

Detection Levels

Carrier Submodes: Gate vs Live

Configuration

Active Listening Sounds (Backchanneling)

Why Use Backchanneling

Intensity Levels

Configuration

End Call Strategy

Enhanced Call Termination Logic

​Overview

​Call Transfer

​Transfer Configuration

​Transfer Types

​Transfer Execution Mode

​Transfer v2 (Beta): Multiple Transfer Rules

​Multi-Language Transfer Prompt Templates

​Webhook Tools

​Webhook Tool Modal Interface

​Advanced Parameter Configuration

​Webhook Authentication Methods

​Webhook Integration Examples

​Business Hours (Beta)

​What It Solves

​Configuration

​Weekly Schedule Fields

​Holidays

​In-Hours vs Out-of-Hours Messages

​Example Schedule

​Example Usage

​Early Voicemail Detection

​Detection Levels

​Carrier Submodes: Gate vs Live

​Configuration

​Active Listening Sounds (Backchanneling)

​Why Use Backchanneling

​Intensity Levels

​Configuration

​End Call Strategy

​Enhanced Call Termination Logic

Overview

Call Transfer

Transfer Configuration

Transfer Types

Transfer Execution Mode

Transfer v2 (Beta): Multiple Transfer Rules

Multi-Language Transfer Prompt Templates

Webhook Tools

Webhook Tool Modal Interface

Advanced Parameter Configuration

Webhook Authentication Methods

Webhook Integration Examples

Business Hours (Beta)

What It Solves

Configuration

Weekly Schedule Fields

Holidays

In-Hours vs Out-of-Hours Messages

Example Schedule

Example Usage

Early Voicemail Detection

Detection Levels

Carrier Submodes: Gate vs Live

Configuration

Active Listening Sounds (Backchanneling)

Why Use Backchanneling

Intensity Levels

Configuration

End Call Strategy

Enhanced Call Termination Logic