AI Voice Agent Actions
Actions define what your AI Voice Agent can do during and after a call — beyond just talking. Transfer calls, schedule appointments, send SMS, trigger API calls, and log data to your CRM automatically.
Available on: All AI Voice Agent plans. Some actions require specific integrations.
During-Call Actions
These actions execute while the conversation is happening:
Transfer Calls
Route the caller to a live agent or team when the AI cannot resolve the request.
- Cold transfer — hand off immediately without briefing the recipient
- Warm transfer — the agent provides the recipient with context before connecting the caller
Configure transfer targets by phone number, team, or individual agent. See Cold & Warm Transfers for setup details.
Schedule Appointments
Book meetings directly from the call using Google Calendar or Outlook integration.
The agent checks availability, suggests open slots, confirms the appointment, and adds it to the calendar — all within the conversation.
Send SMS
Send a text message to the caller during the call. Use dynamic variables to personalize the message:
{{caller_name}}— the caller's name (if available from CRM or caller input){{reason}}— the reason for the call (extracted from conversation){{appointment_details}}— date, time, and location of a scheduled appointment
Example: "Hi {{caller_name}}, confirming your appointment for {{appointment_details}}. Reply to this text if you need to reschedule."
Execute Custom API Actions
Trigger external systems in real time during the call. The agent sends a request to your API endpoint and can use the response in the conversation.
Use cases:
- Look up account status in your database
- Check inventory or availability in a third-party system
- Create a ticket in your support platform
Navigate IVR Menus
On outbound calls, the agent can navigate interactive voice response (IVR) menus — pressing digits or speaking responses to reach the right department.
After-Call Actions
These actions execute after the call ends:
Send Follow-Up SMS
Automatically send a text message to the caller after the call ends. Include conversation context, next steps, or links to relevant resources. See Automated Follow-Up Messages.
Collect Structured Data
Extract specific information from the conversation and store it as structured data:
| Data type | Example |
|---|---|
| Text | Caller's name, company, reason for calling |
| Number | Account number, order ID, budget amount |
| Boolean | Interested in demo (yes/no), existing customer (yes/no) |
Collected data appears in the call log and can be pushed to your CRM.
Assign Disposition Code
Tag the call with a disposition code (e.g., "Qualified Lead," "Support Resolved," "Callback Requested"). Disposition codes flow into reporting and CRM.
Log to CRM
Automatically log the call transcript, AI-generated summary, and any custom fields to your connected CRM. Supported CRMs: HubSpot, Pipedrive, Salesforce, ActiveCampaign, Zendesk, Copper, HelpScout, Keap, Slack. See CRM Logging.
Action Execution Order
Actions within each stage (during-call and after-call) execute in sequence, top to bottom. If one action depends on another — for example, sending an SMS that includes appointment details — place the appointment scheduling action above the SMS action.
Drag actions to reorder them on the Actions tab.
Configuring Actions
Go to Dashboard > AI Voice Agent, select the agent, and open the Actions tab. Click Add Action and choose the action type. Configure the settings for each action and arrange the execution order.
Related Articles
- Create Your First AI Voice Agent — full setup walkthrough
- Cold & Warm Transfers — transfer types and configuration
- Automated Follow-Up Messages — post-call SMS setup
- CRM Logging — automatic call logging