Automate Actions During and After Calls

Your AI Voice Agent does more than talk — it takes action. Transfer calls, book appointments, send SMS, trigger API calls, collect data, and log to your CRM. All automatically, all within the conversation flow.

Available on: All AI Voice Agent plans.

During-Call Automation

Actions that happen while the call is in progress:

Call Transfers

The agent routes callers to the right person when it cannot resolve the request. Two transfer types:

• Cold transfer — immediate handoff, no briefing
• Warm transfer — agent briefs the recipient with conversation context before connecting

Set up multiple transfer targets for different scenarios (sales, support, billing, scheduling).

Appointment Scheduling

Connect Google Calendar or Outlook. The agent checks availability, suggests times, and books the appointment — all within the conversation. The caller gets a confirmation before the call ends.

Real-Time SMS

Send a text message during the call. Common uses:

• Share a link the caller needs ("I'll text you the registration form right now")
• Confirm details discussed ("I'm sending you a text with the address and directions")
• Share appointment confirmations in writing

Custom API Calls

Trigger your own systems in real time. The agent sends a request to your API endpoint during the call and can use the response in conversation:

• Look up order status
• Check account balance
• Create a support ticket
• Verify eligibility

IVR Navigation (Outbound)

On outbound calls, the agent navigates phone trees — pressing digits or speaking responses to reach the right department before starting the conversation.

After-Call Automation

Actions that execute after the call ends:

Follow-Up SMS

Send an automated text with conversation context, next steps, or confirmation details. See Automated Follow-Up Messages.

Structured Data Collection

Extract specific data points from the conversation:

• Text fields — caller name, company, issue description
• Numbers — account ID, order number, budget
• Boolean — interested in demo (yes/no), existing customer (yes/no)

Collected data is available in the call log and can be pushed to your CRM.

Disposition Codes

Tag each call with an outcome code — "Qualified Lead," "Issue Resolved," "Callback Requested," "Wrong Number." Disposition codes feed into analytics and CRM.

CRM Logging

Automatically push the transcript, summary, and collected data to your CRM. See CRM Logging.

Execution Order

Actions execute sequentially within each stage. Order matters when one action depends on another:

1. Schedule appointment → 2. Send SMS with appointment details → 3. Log to CRM with appointment info

Drag actions to reorder them on the Actions tab.

Setting Up Automation

1. Go to Dashboard > AI Voice Agent and select your agent.
2. Open the Actions tab.
3. Click Add Action under During Call or After Call.
4. Configure each action's settings.
5. Arrange the execution order.

Related Articles

• AI Voice Agent Actions — complete action reference
• CRM Logging — automatic call logging
• Automated Follow-Up Messages — post-call SMS