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 |
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 |
| 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.”). |
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 |
order_number with description “The customer’s order number” tells the agent to ask for and extract that value.
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"
}
}
}
]
}
}
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 |
| Auth type | Header added |
|---|
| Bearer token | Authorization: Bearer {your token} |
| API key | X-API-Key: {your key} |
| Basic auth | Authorization: Basic {your credentials} |
{
"results": [
{
"toolCallId": "test_call_id",
"result": "Order ORD-12345 is currently in transit and expected to arrive on January 20th."
}
]
}
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 |
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.
