Actions & Tools

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Overview

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Call Transfer

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Transfer Configuration

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Transfer Types

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

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

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Transfer Prompt Configuration

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

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

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

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Advanced Transfer Settings

• Customer’s name and contact information
• Reason for the call and main topics discussed
• Specific questions or requests that triggered the transfer
• Customer sentiment and interaction history

• Warm Transfer: Agent briefly speaks with the human before connecting the customer
• Cold Transfer: Direct transfer without agent introduction
• Conference: Three-way call with agent, customer, and human

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End Call Strategy

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Call Termination Logic

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Answering Machine Detection

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Strategic Call Ending

• Customer explicitly says goodbye or indicates call completion
• Agent has successfully completed the stated objective
• All customer questions have been answered satisfactorily
• Meeting or appointment has been successfully scheduled

• Customer declines service and requests no further contact
• Call duration exceeds maximum configured time
• Customer becomes unresponsive for extended period
• System detects inappropriate or abusive language

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Webhook Tools

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Webhook Fundamentals

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Creating Webhook Tools

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Parameter Configuration

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Advanced Parameter Types

GET https://api.example.com/customers?name=John&phone=+1234567890&source=phone_call

{
  "customer": {
    "name": "John Smith",
    "phone": "+1-555-123-4567",
    "email": "john@example.com",
    "interests": ["product-demo", "pricing"],
    "call_timestamp": "2024-01-15T10:30:00Z"
  },
  "source": "ai_phone_call",
  "agent_notes": "Customer interested in enterprise plan"
}

{
  "Authorization": "Bearer eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9...",
  "Content-Type": "application/json",
  "X-API-Version": "v2",
  "X-Source": "meetzy-ai-agent"
}

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Webhook Execution Settings

• Immediate: Execute during the active call
• Deferred: Execute after the call ends
• Conditional: Execute based on conversation outcome

• Interruption Control: Should agent pause while waiting for API response?
• Pre-tool Speech: Force agent to announce action before executing
• Tool Call Sound: Play typing sound during execution
• Response Timeout: Maximum wait time for API response (5-60 seconds)

• Retry Logic: Automatic retries on failure
• Fallback Messages: What to say if API fails
• Graceful Degradation: Continue conversation without API data

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Practical Webhook Examples

{
  "name": "create_crm_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",
  "headers": {
    "Authorization": "Bearer {{salesforce_token}}",
    "Content-Type": "application/json"
  },
  "body_parameters": {
    "FirstName": {
      "type": "string",
      "required": true,
      "description": "Customer's first name"
    },
    "LastName": {
      "type": "string", 
      "required": true,
      "description": "Customer's last name"
    },
    "Phone": {
      "type": "string",
      "required": true,
      "description": "Customer's phone number"
    },
    "Company": {
      "type": "string",
      "description": "Customer's company name if mentioned"
    },
    "LeadSource": {
      "type": "string",
      "static_value": "AI Phone Call"
    }
  }
}

{
  "name": "book_appointment",
  "description": "Schedule an appointment when customer requests a meeting",
  "url": "https://api.calendly.com/scheduled_events",
  "method": "POST",
  "headers": {
    "Authorization": "Bearer {{calendly_token}}",
    "Content-Type": "application/json"
  },
  "body_parameters": {
    "event_type": {
      "type": "string",
      "static_value": "https://calendly.com/your-company/30-min-consultation"
    },
    "start_time": {
      "type": "string",
      "description": "Preferred meeting time mentioned by customer in ISO format"
    },
    "invitee": {
      "type": "object",
      "properties": {
        "name": {
          "type": "string",
          "description": "Customer's full name"
        },
        "email": {
          "type": "string", 
          "description": "Customer's email address"
        }
      }
    }
  }
}

{
  "name": "check_inventory",
  "description": "Check product availability when customer asks about specific items",
  "url": "https://inventory.yourcompany.com/api/check",
  "method": "GET",
  "query_parameters": {
    "product_id": {
      "type": "string",
      "required": true,
      "description": "Product SKU or ID mentioned by customer"
    },
    "location": {
      "type": "string",
      "description": "Customer's preferred store location or zip code"
    }
  },
  "response_timeout": 10,
  "disable_interruptions": false
}

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Authentication Methods

{
  "Authorization": "Bearer your-jwt-token-here"
}

{
  "X-API-Key": "your-api-key-here",
  "Authorization": "ApiKey your-api-key"
}

{
  "Authorization": "Basic base64(username:password)"
}

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Recall Protocol

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Recall System Architecture

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Recall Configuration

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Recall Timing Strategies

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Success Condition Examples

• Customer provided required information (contact details, preferences)
• Meeting or appointment successfully scheduled
• Purchase decision made (positive or negative with clear finality)
• Information successfully delivered (pricing, product details, etc.)

• Customer explicitly requested no further contact
• Customer scheduled their own callback time
• Customer was transferred to human agent successfully
• Customer asked to be contacted via different method (email, text)

• Full conversation completed with all questions answered
• Customer showed clear lack of interest with polite decline
• Answering machine message successfully delivered
• Technical issues prevented meaningful conversation

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Advanced Recall Features

{
  "recall_attempts": [
    {
      "attempt": 1,
      "delay_minutes": 30,
      "strategy": "same_agent_voice",
      "message_variation": "brief_follow_up"
    },
    {
      "attempt": 2, 
      "delay_hours": 4,
      "strategy": "same_agent_voice",
      "message_variation": "value_proposition"
    },
    {
      "attempt": 3,
      "delay_days": 1,
      "strategy": "different_approach",
      "message_variation": "limited_time_offer"
    }
  ]
}

• Previous conversation summaries
• Customer preferences and objections
• Best times to call based on answer patterns
• Failed attempt reasons and adjustments needed

• Automatic DNC (Do Not Call) list checking
• Time zone awareness for appropriate calling hours
• Frequency limits (max calls per day/week)
• Opt-out recognition and processing

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Caller ID Configuration

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Caller ID Management

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Caller ID Best Practices

• Use local area codes when possible (increases answer rates by 20-30%)
• Choose memorable, professional-looking numbers
• Avoid numbers that look like spam (avoid 555, repeated digits)
• Use toll-free numbers for national campaigns

• SMS verification for mobile numbers
• Voice verification for landlines
• Business documentation for toll-free numbers
• Compliance with carrier requirements

• A/B test different caller IDs
• Monitor answer rates by time of day
• Adjust caller ID based on campaign type
• Use different numbers for different business units

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Best Practices

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Call Transfer Optimization

1. Clear Trigger Definition
   • Define specific, unambiguous scenarios for transfers
   • Avoid vague conditions that could cause unnecessary transfers
   • Include escalation paths for different types of issues
2. Context Preservation
   • Ensure human agents receive comprehensive call context
   • Include customer information, conversation summary, and specific needs
   • Provide clear reason for transfer to minimize customer frustration
3. Fallback Planning
   • Configure backup numbers for failed transfers
   • Set up alternative routing for business hours vs. after hours
   • Have contingency plans for system outages

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Webhook Development

1. API Design Principles
   • Use descriptive, semantic naming for webhook tools
   • Ensure APIs return meaningful success/error responses
   • Implement proper HTTP status codes and error messages
   • Design for idempotency to handle retries safely
2. Security Implementation
   • Always use HTTPS endpoints
   • Implement proper authentication (Bearer tokens, API keys)
   • Validate and sanitize all incoming data
   • Use rate limiting to prevent abuse
3. Performance Optimization
   • Keep API response times under 5 seconds when possible
   • Implement proper caching strategies
   • Use asynchronous processing for long-running operations
   • Monitor webhook performance and success rates

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End Call Strategy

1. Cultural Adaptation
   • Adapt detection phrases to local language variants
   • Respect cultural norms for call termination
   • Use appropriate farewell messages for different regions
   • Consider local business customs and communication styles
2. Continuous Improvement
   • Monitor call completion rates and reasons
   • Analyze answering machine detection accuracy
   • Adjust prompts based on false positives/negatives
   • Regular review of termination criteria effectiveness

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Recall Protocol Management

1. Compliance First
   • Implement robust Do Not Call list checking
   • Respect time zone restrictions and business hours
   • Provide clear opt-out mechanisms in every interaction
   • Document consent and preferences carefully
2. Strategic Timing
   • Use data-driven approach to optimize callback timing
   • Consider customer behavior patterns and preferences
   • Avoid over-communication that could damage relationships
   • Balance persistence with respect for customer wishes
3. Success Measurement
   • Track callback success rates by attempt number
   • Measure customer satisfaction with follow-up processes
   • Monitor complaint rates and opt-out requests
   • Optimize based on actual conversion data

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Troubleshooting Common Issues

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Integration Examples

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Complete Sales Follow-up Workflow

{
  "workflow_name": "comprehensive_sales_follow_up",
  "components": {
    "initial_call": {
      "greeting": "Dynamic with customer name",
      "objectives": ["present_offer", "gather_interest", "schedule_demo"]
    },
    "webhook_integrations": [
      {
        "name": "create_lead",
        "trigger": "customer_shows_interest",
        "crm_system": "salesforce"
      },
      {
        "name": "schedule_demo", 
        "trigger": "demo_requested",
        "calendar_system": "calendly"
      }
    ],
    "transfer_conditions": [
      "pricing_negotiation_needed",
      "technical_questions_beyond_scope",
      "customer_explicitly_requests_human"
    ],
    "recall_protocol": {
      "max_attempts": 3,
      "schedule": ["1_hour", "1_day", "1_week"],
      "success_conditions": ["demo_scheduled", "clear_rejection", "competitor_chosen"]
    }
  }
}

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Coming Soon

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Next Steps