Agent actions

Actions let your agent do things during a conversation — book a meeting, transfer a call, send an email, post to Slack, or call an external API. Configure actions from the Actions tab. Each action has a condition that tells the agent when to use it. Write it in plain language, like “When the contact wants to book an appointment” or “When the caller asks to speak with a manager”.

Calendar booking

Book meetings on your connected calendar during a call or chat. Setup:

Connect a calendar provider in Settings > Integrations (Google Calendar, Calendly, Cal.com, or GoHighLevel)
Add a calendar action on the Actions tab
Set the condition, select the provider, and choose the calendar

Configuration:

Field	Description
Name	Action display name
Condition	When the agent should offer booking
Calendar type	Google Calendar, Calendly, Cal.com, or LeadConnector
Calendar ID	Which specific calendar to use
Timezone	IANA timezone, or leave blank to let the AI ask the contact

The agent checks real-time availability and books directly on your calendar. The default booking flow (asking for the contact’s timezone, offering a couple of slots at a time, collecting name + email only after a slot is selected) lives in your agent’s prompt and is fully editable. See Calendar booking instructions to customize it.

Call transfer

Transfer a live call to a human or another phone number. Transfer types:

Type	Description
Warm	The agent introduces the caller before connecting them
Cold	The agent connects the caller directly without introduction

Configuration:

Field	Description
Name	Transfer target name (e.g., “Sales Team”)
Condition	When to transfer (e.g., “Caller asks for a human”)
Transfer type	Warm or Cold
Phone number	E.164 format destination number
Transfer sentence	The exact sentence the agent speaks immediately before connecting the call. Use this to set the right language, tone, and any handoff context (e.g., “Un momento, le paso con un agente.”).

The agent speaks the Transfer sentence exactly as configured, in whatever language you write it. There is no hard-coded English fallback — if you leave the field blank, the agent stays silent through the handoff. Set the sentence in the language your callers speak.

Email

Send an email during or after a conversation. Requires: A verified email domain in Settings > Integrations > Email. Configuration:

Field	Description
Name	Action name
Condition	When to send
From name	Sender display name
From address	Email local part (domain comes from your email integration)
Subject	Email subject (supports `{{contact.X}}` variables)
Body	The email content. Supports `{{contact.X}}` variables and the dynamic variable picker.
Recipient type	Contact’s email, a specific address, or ask the contact

Confirming recipient on voice calls

When the agent triggers Email during a live voice call, it does not send blindly. Before dispatching the email it confirms two things out loud with the caller:

Recipient name — who the email is for. If the contact record on file has a name, the agent confirms that name. If there is no contact yet, the agent collects the name from the caller.
Destination email address — the address to send to. The agent reads it back character-by-character (including domain) and asks the caller to confirm before sending.

If the caller corrects either value, the agent uses the corrected value and asks for confirmation again. The email is only sent after explicit confirmation. This same flow runs whether the caller is an existing contact or a brand-new one — for new contacts, both the name and the email are collected during the call and saved on the contact record afterwards.

Slack message

Post a message to a Slack channel during a conversation. Requires: Slack connected in Settings > Integrations > Slack. Configuration:

Field	Description
Name	Action name
Condition	When to send
Channel	Which Slack channel to post to
Message	Slack message body. Supports `{{contact.X}}` variables and the dynamic variable picker.

SMS

Send a text message to a contact during a conversation. Configuration:

Field	Description
Name	Action name
Condition	When to send
Message	SMS content. Supports `{{contact.X}}` variables and the dynamic variable picker.

Confirming recipient on voice calls

When the agent triggers SMS during a live voice call, it confirms the recipient before sending:

Recipient name — who the SMS is for. If the contact has a name on file, the agent confirms it; if there is no contact yet, the agent asks for the name.
Destination phone number — the agent reads back the phone number digit-by-digit (including country code) and asks the caller to confirm before sending.

If the caller corrects either value, the agent uses the new value and re-confirms. The SMS is only sent after explicit confirmation. For brand-new contacts, the name and phone collected during this flow are saved on the contact record afterwards.

Custom action

Call any external API during a conversation. Use this to look up data, update records, or trigger actions in systems that don’t have a native integration. Configuration:

Field	Description
Name	Action name
Condition	When to trigger
Method	GET, POST, PUT, PATCH, or DELETE
URL	The endpoint to call
Parameters	Named parameters the agent collects from the conversation
Auth type	None, Bearer token, API key, or Basic auth
Headers	Custom HTTP headers

How parameters work: Define parameters with a name and description. The agent gathers the required information from the conversation and includes it in the API call. For example, a parameter named order_number with description “The customer’s order number” tells the agent to ask for and extract that value.

Request format

When the action triggers, the voice engine sends an HTTP request to your configured URL. The request body contains a message object with the tool call details and the parameters the agent extracted from the conversation. Example request:

POST https://your-api.com/check-order
Content-Type: application/json
Authorization: Bearer your-secret-token

{
  "message": {
    "toolCallList": [
      {
        "id": "test_call_id",
        "type": "function",
        "function": {
          "name": "check_order",
          "arguments": {
            "order_number": "ORD-12345",
            "customer_name": "John Doe"
          }
        }
      }
    ]
  }
}

The toolCallList array contains one object per tool call. Each tool call includes:

Field	Type	Description
`id`	string	Unique identifier for this tool call
`type`	string	Always `"function"`
`function.name`	string	The action name (lowercased, spaces replaced with underscores)
`function.arguments`	object	Key-value pairs where each key matches a parameter name you defined, and the value is what the agent extracted from the conversation

Headers sent with the request:

Auth type	Header added
Bearer token	`Authorization: Bearer {your token}`
API key	`X-API-Key: {your key}`
Basic auth	`Authorization: Basic {your credentials}`

Any custom headers you configured are also included.

Response format

Your endpoint must return a JSON response. The agent reads the response and uses it to continue the conversation. Successful response (200):

{
  "results": [
    {
      "toolCallId": "test_call_id",
      "result": "Order ORD-12345 is currently in transit and expected to arrive on January 20th."
    }
  ]
}

The results array should contain one object with:

Field	Type	Description
`toolCallId`	string	The tool call ID from the request (echo it back)
`result`	string	The information the agent should use in the conversation

The agent takes the result string and incorporates it into its response to the contact. Keep the result concise and factual — the agent will phrase it naturally. Error response: If something goes wrong, return an error message in the result. The agent will handle it gracefully:

{
  "results": [
    {
      "toolCallId": "test_call_id",
      "result": "Error: Order not found."
    }
  ]
}

The action executes synchronously — the call pauses briefly while waiting for your endpoint to respond. Keep your endpoint fast (under a few seconds) to avoid awkward silence during the call.

Managing actions

Click Add to create a new action
Use the kebab (...) menu on each action to Edit, Duplicate, or Delete it
Toggle Active/Inactive on each action to enable or disable it without deleting

Duplicate

Duplicating clones an existing action as a starting point for a new one. Available on every action type, but most useful for custom actions — most teams build a small set of similar custom actions (same auth, similar headers, similar URL patterns) and duplicating saves rewriting that boilerplate. The duplicated action:

Is created inactive — toggle it on once you’ve finished editing.
Gets a new name with ” (copy)” appended; rename it before saving.
Copies every field: condition, method, URL, parameters, auth type, headers, and any provider-specific settings.
Is independent of the original — editing one does not affect the other.

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Agents

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Integrations

Agent actions

Calendar booking

Call transfer

Email

Confirming recipient on voice calls

Slack message

SMS

Confirming recipient on voice calls

Custom action

Request format

Response format

Managing actions

Duplicate

​Calendar booking

​Call transfer

​Email

​Confirming recipient on voice calls

​Slack message

​SMS

​Confirming recipient on voice calls

​Custom action

​Request format

​Response format

​Managing actions

​Duplicate

Calendar booking

Call transfer

Email

Confirming recipient on voice calls

Slack message

SMS

Confirming recipient on voice calls

Custom action

Request format

Response format

Managing actions

Duplicate