Actions & Tools - Meetzy Docs

Overview

The Actions & Tools section is the powerhouse of your AI agent’s operational capabilities. Here you configure what your agent can do during and after calls - from transferring conversations to human agents or SIP systems, to making intelligent API calls, and setting up sophisticated callback protocols.

This section transforms your agent from a simple conversationalist into a fully integrated business automation tool that can take real actions and connect with your existing systems.

Call Transfer

Configure how your agent intelligently transfers calls to human agents, departments, or external phone systems when needed.

Transfer Configuration

Enable Transfer Capability

Toggle the “Call Transfer” option to activate the transfer functionality for your agent.

Choose Transfer Destination

Select between traditional phone numbers or SIP trunk endpoints based on your infrastructure.

Configure Transfer Logic

Define when and how your agent should initiate transfers using smart prompting.

Test Transfer Flow

Validate that transfers work correctly with your phone system before going live.

Transfer Types

Phone Number
SIP Trunk

Traditional Phone TransferPerfect for transferring to mobile phones, landlines, or traditional business numbers.

Format: Use international format (+1234567890)
Best for: Human agents, customer service departments, sales teams
Reliability: High compatibility with all phone systems
Cost: Standard telephony rates apply

Configuration Example:

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

SIP/VoIP TransferIdeal for enterprise environments with PBX systems, call centers, or VoIP infrastructure.

Format: sip:extension@gateway_ip:port
Best for: Call centers, PBX extensions, enterprise VoIP
Benefits: Lower costs, advanced routing, better integration
Requirements: SIP-compatible phone system

Configuration Examples:

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

Advanced Transfer Features

Context Preservation: Comprehensive information transfer to human operators:

Customer’s name, contact information, and call origin
Complete conversation summary with key discussion points
Specific questions, requests, or issues that triggered the transfer
Customer sentiment analysis and engagement level
Previous interaction history and relationship status

Transfer Modes:

Warm Transfer: Agent briefly explains context to human operator before connecting customer
Cold Transfer: Direct transfer without agent introduction for faster handoffs
Conference: Three-way call with agent, customer, and human operator for complex scenarios

Smart Transfer Routing:

Department-specific routing based on conversation content
Skill-based routing to most qualified available agent
Priority queuing for VIP customers or urgent issues
Automatic fallback to voicemail if no agents available

Transfer Prompt Templates

The transfer prompt is crucial - it teaches your AI agent exactly when to transfer calls. Use these professionally crafted multi-language templates:

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
- El usuario solicita escalación a un supervisor o gerente
- Casos de facturación complejos o disputas de pagos
- Situaciones médicas o legales que requieren experiencia humana

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
- The user requests escalation to a supervisor or manager
- Complex billing or payment dispute situations
- Medical or legal situations requiring human expertise

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
- Plaintes ou réclamations nécessitant une attention personnalisée
- L'utilisateur demande une escalade vers un superviseur ou manager
- Situations de facturation complexes ou litiges de paiement

Wird verwendet, um den Anruf an eine Person zu übertragen in folgenden Fällen:

- Der Benutzer das Angebot oder den Service direkt ablehnt
- Der Benutzer ausdrücklich darum bittet, mit einer menschlichen Person zu sprechen
- Der Benutzer Misstrauen gegenüber dem virtuellen Assistenten zeigt
- Spezifische Informationen benötigt werden, die im System nicht verfügbar sind
- Der Benutzer eine Autorisierung oder Verwaltung sensibler persönlicher Daten benötigt
- Situationen, die Verhandlungen oder komplexe Entscheidungen erfordern
- Beschwerden oder Ansprüche, die persönliche Aufmerksamkeit benötigen

Usato per trasferire la chiamata a una persona nei seguenti casi:

- L'utente rifiuta direttamente la proposta o il servizio
- L'utente richiede espressamente di parlare con una persona umana
- L'utente mostra sfiducia verso l'assistente virtuale
- Sono necessarie informazioni specifiche non disponibili nel sistema
- L'utente richiede autorizzazione o gestione di dati personali sensibili
- Situazioni che richiedono negoziazione o decisioni complesse
- Reclami o richieste che necessitano attenzione personalizzata

Usado para transferir a chamada para uma pessoa nos seguintes casos:

- O usuário rejeita diretamente a proposta ou serviço
- O usuário solicita expressamente falar com uma pessoa humana
- O usuário mostra desconfiança em relação ao assistente virtual
- São necessárias informações específicas que não estão disponíveis no sistema
- O usuário requer autorização ou gestão de dados pessoais sensíveis
- Situações que requerem negociação ou decisões complexas
- Reclamações ou solicitações que precisam de atenção personalizada

Webhook Tools

Create powerful API integrations that allow your agent to interact with external systems during conversations through our sophisticated modal interface.

New Feature: Webhook Tools now support advanced parameter mapping, authentication methods, and real-time testing through an intuitive modal interface. You can create custom API integrations that intelligently extract conversation data and trigger external systems.

The webhook configuration uses an advanced modal interface with the following sections:

Tool Identity Configuration

Configure the basic identity and trigger conditions for your webhook tool.Required Fields:

Name: Unique identifier (e.g., “create_lead”, “check_inventory”)
Description: Clear explanation of when the AI should use this tool
Execution Mode: Choose immediate or deferred execution

API Endpoint Configuration

Set up the core API connection details.URL Configuration:

Base URL: The complete webhook endpoint URL
HTTP Method: GET, POST, PUT, PATCH, or DELETE
Request Timeout: 5-60 seconds (default: 20)

Authentication Setup

Configure secure authentication for your API endpoints.Authentication Types:

Bearer Token authentication
API Key authentication
Basic Auth with username/password
Custom header authentication

Parameter Mapping

Define how conversation data maps to API parameters with intelligent extraction.Parameter Types:

Query Parameters: URL-encoded parameters for GET requests
Body Parameters: JSON payload for POST/PUT/PATCH requests
Header Parameters: Custom HTTP headers

Advanced Parameter Configuration

Each webhook parameter supports sophisticated data mapping through our modal interface:

Parameter Properties
Value Types
Data Types

Property	Description	Options	Example
Name	Parameter identifier	Custom string	`customer_name`
Type	Data validation	string, number, boolean, integer, array, object	`string`
Required	Mandatory field	true/false	`true`
Description	AI understanding	Natural language	”Customer’s full name from conversation”
Value Source	How to get value	LLM extraction, static value, conversation metadata	LLM prompt
Extraction Prompt	AI instruction	Natural language	”Extract the customer’s full name”

LLM ExtractionLet the AI intelligently extract information from the conversation:

Extraction Prompt: "Extract the customer's email address from the conversation"
Parameter Type: string
Required: true

Static ValuesUse fixed values for consistent data:

Static Value: "phone_call"
Parameter: source
Type: string

Conversation MetadataAccess built-in conversation data:

Call duration and timestamps
Customer and agent phone numbers
Call direction (inbound/outbound)
Call status and outcome
Agent ID and configuration

Webhook Tool Execution Settings

Configure advanced execution behavior through the modal interface: Execution Control:

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

Agent Behavior Settings:

Disable Interruptions: Prevent customer from speaking during execution
Force Pre-tool Speech: Require agent announcement before execution
Tool Call Sound: Play typing sound during execution (typing/none)
Sound Behavior: Auto or manual control of sound effects

Error Handling:

Response Timeout: Maximum wait time for API response
Retry Logic: Automatic retries on failure
Fallback Messages: What to say if API fails
Graceful Degradation: Continue conversation without API data

Webhook Integration Examples

CRM Lead Creation
Inventory Management
Calendar Booking

Salesforce Lead IntegrationConfigure a webhook tool that automatically creates leads in Salesforce when customers show purchase interest:

{
  "name": "create_salesforce_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,
      "value_type": "llm_prompt",
      "description": "Extract customer's first name from conversation"
    },
    "LastName": {
      "type": "string", 
      "required": true,
      "value_type": "llm_prompt",
      "description": "Extract customer's last name from conversation"
    },
    "Phone": {
      "type": "string",
      "required": true,
      "value_type": "conversation_metadata",
      "description": "Customer's phone number"
    },
    "LeadSource": {
      "type": "string",
      "value_type": "static",
      "static_value": "AI Phone Call"
    }
  }
}

Product Availability CheckCreate a real-time inventory checking tool that your agent can use during conversations:

{
  "name": "check_product_availability",
  "description": "Check real-time product availability when customer inquires about specific items",
  "url": "https://inventory.yourcompany.com/api/check",
  "method": "GET",
  "query_parameters": {
    "product_sku": {
      "type": "string",
      "required": true,
      "value_type": "llm_prompt",
      "description": "Extract product SKU or name mentioned by customer"
    },
    "location": {
      "type": "string",
      "value_type": "llm_prompt",
      "description": "Customer's preferred store location or zip code"
    },
    "api_key": {
      "type": "string",
      "value_type": "static",
      "static_value": "{{inventory_api_key}}"
    }
  },
  "response_timeout": 10,
  "disable_interruptions": false
}

Appointment SchedulingSet up automatic appointment booking through your calendar system:

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

Authentication Configuration

The modal interface supports multiple authentication methods:

Bearer Token
API Key
Basic Auth

JWT/OAuth 2.0 AuthenticationMost modern APIs use Bearer token authentication for security:

{
  "Authorization": "Bearer eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9..."
}

Use Cases:

Modern REST APIs (Salesforce, HubSpot, etc.)
OAuth 2.0 protected endpoints
JWT-based authentication systems
Enterprise SaaS platforms

Simple API Key AuthenticationTraditional API key authentication for simpler integrations:

{
  "X-API-Key": "sk_live_abcd1234efgh5678ijkl",
  "Authorization": "ApiKey sk_live_abcd1234efgh5678ijkl"
}

Use Cases:

Third-party service APIs
Simple authentication requirements
Legacy system integration
Custom internal APIs

Username/Password AuthenticationBasic HTTP authentication for legacy systems:

{
  "Authorization": "Basic dXNlcm5hbWU6cGFzc3dvcmQ="
}

Use Cases:

Legacy systems
Internal APIs
Simple HTTP authentication
Testing environments

Webhook Testing and Validation

The modal interface includes powerful testing capabilities: Real-time Testing:

Test API endpoints directly from the configuration modal
Validate authentication credentials before saving
Preview request/response data with sample conversation data
Debug parameter mapping with live extraction

Validation Features:

Automatic URL validation and accessibility checking
Parameter type validation with clear error messages
Required field validation with helpful suggestions
Response format validation for proper integration

End Call Strategy

Configure intelligent call termination with sophisticated answering machine detection and strategic conversation ending.

Enhanced Call Termination Logic

Enable Smart Termination

Activate the “End Call Strategy” to handle call endings intelligently.

Configure Detection Phrases

Set up multi-language phrases that indicate answering machines or voicemail systems.

Define Completion Criteria

Specify what constitutes a successful call that should end naturally.

Handle Edge Cases

Configure responses for unexpected scenarios like long silences or system errors.

Advanced Answering Machine Detection

Our enhanced detection system recognizes voicemail and answering machines across multiple languages with expanded phrase detection:

Detection Accuracy: 97%+ accuracy rate in identifying automated systems Languages Supported: Spanish, English, French, German, Italian, Portuguese Response Time: Detection typically occurs within 2-4 seconds of answering False Positive Rate: Less than 2% with enhanced phrase recognition

Expanded End Call Strategy Templates

Configure professional call termination for various scenarios using our comprehensive multi-language templates:

## Finalización de llamada por Detección de Contestador Automático

Si se detecta que el usuario es un contestador automático, finaliza la llamada de inmediato. Aquí tienes ejemplos de mensajes que suelen decir los contestadores automáticos:

**Frases comunes de contestadores:**
- En este momento no podemos atenderle
- Deje su mensaje después de la señal
- El número al que llama...
- Ha llamado al...
- Este es el contestador de...
- Puedes dejar tu mensaje al oir la señal
- Deje su mensaje después de oir la señal
- Gracias por llamar, en estos momentos...
- Por favor, deje su mensaje después del tono
- Lo sentimos, pero en estos momentos...
- Bienvenido al buzón de voz de...
- No podemos atender su llamada ahora mismo
- Por favor, inténtelo de nuevo más tarde
- Ha contactado con el servicio de atención al cliente
- Bienvenido al contestador automático de...
- Su llamada es muy importante para nosotros
- Todos nuestros operadores están ocupados
- Manténgase en línea por favor

## Finalización de Llamada por otros motivos: 

También debes colgar las llamadas cuando:
- El usuario se despida de forma clara
- Te despidas tú mismo
- La conversación haya alcanzado su objetivo completamente
- El usuario indique claramente que no está interesado
- Se detecten largos períodos de silencio (más de 10 segundos)

## Call Termination by Answering Machine Detection

If it is detected that the user is an answering machine, terminate the call immediately. Here are examples of messages that answering machines typically say:

**Common answering machine phrases:**
- We cannot attend you at this time
- Leave your message after the signal
- The number you called...
- You have called...
- This is the answering machine of...
- You can leave your message when you hear the signal
- Leave your message after hearing the signal
- Thank you for calling, at this time...
- Please leave your message after the tone
- We're sorry, but at this time...
- Welcome to the voicemail of...
- We cannot take your call right now
- Please try again later
- You have contacted customer service
- Welcome to the answering machine of...
- Your call is very important to us
- All our operators are busy
- Please hold the line

## Call Termination for other reasons:

You should also hang up calls when:
- The user clearly says goodbye
- You say goodbye yourself
- The conversation has completely achieved its objective
- The user clearly indicates they are not interested
- Long periods of silence are detected (more than 10 seconds)

## Finalisation d'appel par Détection de Répondeur Automatique

Si il est détecté que l'utilisateur est un répondeur automatique, finalisez l'appel immédiatement. Voici des exemples de messages que les répondeurs disent généralement :

**Phrases communes de répondeurs:**
- En ce moment nous ne pouvons pas vous répondre
- Laissez votre message après le signal
- Le numéro que vous avez appelé...
- Vous avez appelé le...
- Ceci est le répondeur de...
- Vous pouvez laisser votre message en entendant le signal
- Laissez votre message après avoir entendu le signal
- Merci d'avoir appelé, en ce moment...
- Veuillez laisser votre message après le ton
- Nous sommes désolés, mais en ce moment...
- Bienvenue sur la messagerie vocale de...
- Nous ne pouvons pas prendre votre appel maintenant
- Veuillez réessayer plus tard
- Vous avez contacté le service client
- Bienvenue sur le répondeur automatique de...
- Votre appel est très important pour nous
- Tous nos opérateurs sont occupés

## Finalisation d'Appel pour d'autres raisons :

Vous devez également raccrocher les appels quand :
- L'utilisateur dit clairement au revoir
- Vous dites au revoir vous-même
- La conversation a complètement atteint son objectif
- L'utilisateur indique clairement qu'il n'est pas intéressé

## Anrufbeendigung durch Anrufbeantworter-Erkennung

Wenn erkannt wird, dass der Benutzer ein Anrufbeantworter ist, beenden Sie den Anruf sofort. Hier sind Beispiele für Nachrichten, die Anrufbeantworter normalerweise sagen:

**Häufige Anrufbeantworter-Phrasen:**
- Wir können Sie derzeit nicht erreichen
- Hinterlassen Sie Ihre Nachricht nach dem Signal
- Die Nummer, die Sie angerufen haben...
- Sie haben angerufen...
- Dies ist der Anrufbeantworter von...
- Sie können Ihre Nachricht hinterlassen, wenn Sie das Signal hören
- Hinterlassen Sie Ihre Nachricht nach dem Hören des Signals
- Vielen Dank für Ihren Anruf, derzeit...
- Bitte hinterlassen Sie Ihre Nachricht nach dem Ton
- Es tut uns leid, aber derzeit...
- Willkommen in der Mailbox von...
- Wir können Ihren Anruf jetzt nicht entgegennehmen
- Alle unsere Mitarbeiter sind beschäftigt

## Anrufbeendigung aus anderen Gründen:

Sie sollten auch Anrufe beenden, wenn:
- Der Benutzer sich klar verabschiedet
- Sie sich selbst verabschieden
- Das Gespräch sein Ziel vollständig erreicht hat

## Terminazione Chiamata per Rilevamento Segreteria Telefonica

Se viene rilevato che l'utente è una segreteria telefonica, termina la chiamata immediatamente. Ecco esempi di messaggi che le segreterie telefoniche dicono solitamente:

**Frasi comuni delle segreterie:**
- Al momento non possiamo rispondere
- Lasci il suo messaggio dopo il segnale
- Il numero che ha chiamato...
- Ha chiamato il...
- Questa è la segreteria di...
- Può lasciare il suo messaggio quando sente il segnale
- Lasci il suo messaggio dopo aver sentito il segnale
- Grazie per aver chiamato, al momento...
- Per favore, lasci il suo messaggio dopo il tono
- Ci dispiace, ma al momento...
- Benvenuto nella segreteria di...
- Non possiamo rispondere alla sua chiamata ora
- La sua chiamata è molto importante per noi
- Tutti i nostri operatori sono occupati

## Terminazione Chiamata per altri motivi:

Dovrebbe anche terminare le chiamate quando:
- L'utente si congeda chiaramente
- Si congeda lei stesso
- La conversazione ha completamente raggiunto il suo obiettivo

## Finalização de chamada por Detecção de Secretária Eletrônica

Se for detectado que o usuário é uma secretária eletrônica, finalize a chamada imediatamente. Aqui estão exemplos de mensagens que as secretárias eletrônicas normalmente dizem:

**Frases comuns de secretárias eletrônicas:**
- No momento não podemos atendê-lo
- Deixe sua mensagem após o sinal
- O número que você ligou...
- Você ligou para...
- Esta é a secretária eletrônica de...
- Você pode deixar sua mensagem quando ouvir o sinal
- Deixe sua mensagem após ouvir o sinal
- Obrigado por ligar, neste momento...
- Por favor, deixe sua mensagem após o tom
- Lamentamos, mas neste momento...
- Bem-vindo à caixa postal de...
- Não podemos atender sua chamada agora
- Sua ligação é muito importante para nós
- Todos os nossos operadores estão ocupados

## Finalização de Chamada por outros motivos:

Você também deve encerrar chamadas quando:
- O usuário se despede claramente
- Você se despede
- A conversa atingiu completamente seu objetivo

Email Integration

Configure intelligent email sending capabilities during or after conversations.

Email Configuration

Enable Email Integration

Toggle the “Send Email” option to activate email functionality.

Configure Email Triggers

Define when the agent should send emails using natural language prompts.

Set Email Templates

Configure dynamic subject lines and email body content.

Define Recipients

Set up primary recipients and CC options.

Email Trigger Examples:

Customer requests detailed product information via email
Follow-up emails after successful calls
Sending meeting confirmations and calendar invites
Quote or proposal delivery after phone conversations

Dynamic Content:

Extract customer information from conversation
Include call summary and next steps
Personalized product recommendations
Contact information and appointment details

SMS Integration

Set up intelligent SMS messaging capabilities for follow-up communications.

SMS Configuration

Enable SMS Integration

Toggle the “Send SMS” option to activate messaging functionality.

Configure SMS Triggers

Define conversation scenarios that should trigger SMS messages.

Create Message Templates

Set up dynamic SMS content with conversation data.

Test SMS Delivery

Validate SMS functionality with test messages.

SMS Use Cases:

Appointment confirmations and reminders
Quick follow-up after missed calls
Delivery of reference numbers or confirmation codes
Links to online resources or booking pages

Best Practices:

Keep messages concise and actionable
Include clear opt-out instructions
Use professional, branded messaging
Comply with SMS marketing regulations

Calendar Integration

Configure sophisticated calendar booking with multiple provider support.

Supported Calendar Providers

Google Calendar
Outlook Calendar

Google Calendar IntegrationFull integration with Google Calendar for availability checking and appointment booking.Features:

Real-time availability checking
Automatic event creation
Meeting invitations and reminders
Timezone handling
Conflict detection

Configuration:

Calendar ID for availability checking
Booking calendar ID for new events
Working hours and timezone settings
Default meeting duration

Calendar Configuration Options

Availability Settings:

Multiple Calendar Support: Check availability across multiple calendars
Working Hours: Define business hours for appointment booking
Timezone Management: Automatic timezone conversion
Buffer Times: Add buffer time between appointments

Booking Preferences:

Default Duration: Standard meeting length (15, 30, 60 minutes)
Advance Notice: Minimum time required before booking
Maximum Advance: How far in advance bookings are allowed
Blackout Dates: Exclude specific dates from availability

Meeting Details:

Dynamic Titles: Generate meeting titles from conversation context
Custom Descriptions: Include call summary and customer details
Attendee Management: Automatically add customer email
Location Handling: Include meeting location or virtual meeting links

Calendar Integration Workflow

Provider Authentication

Set up OAuth 2.0 authentication with Google Calendar or Microsoft Graph API for Outlook integration.

Calendar Configuration

Configure primary and secondary calendars, working hours, and availability preferences.

Event Templates

Create dynamic event templates with conversation data extraction for title, description, and attendees.

Booking Logic

Define availability checking logic, conflict resolution, and automatic scheduling preferences.

Event Data Extraction:

Customer name and contact information from conversation
Meeting purpose and agenda items discussed
Preferred time slots mentioned by customer
Special requirements or preparation notes

Recall Protocol

Set up sophisticated automatic callback systems for comprehensive customer follow-up when initial calls don’t achieve their objectives.

Recall System Architecture

Smart Scheduling: Intelligent timing based on customer behavior and business rules Success Detection: Automatic recognition of completed objectives to prevent unnecessary callbacks
Compliance Built-in: Respects Do Not Call lists and regulatory requirements Escalation Paths: Gradually increase intervals and change strategies over time

Recall Configuration

Enable Recall System

Activate the recall protocol and set maximum callback attempts.

Define Success Conditions

Specify what constitutes a successful call that doesn’t require follow-up.

Configure Callback Schedule

Set intelligent timing intervals between recall attempts.

Set Escalation Rules

Define how callback strategy changes with each attempt.

Recall Timing Strategies

Attempt	Timing	Use Case	Success Rate
1st Recall	15-30 minutes	Busy signal, no answer	35%
2nd Recall	2-4 hours	Same day follow-up	25%
3rd Recall	Next business day	Professional follow-up	20%
4th Recall	3-5 days later	Persistent but respectful	15%
5th Recall	1-2 weeks later	Final attempt	10%

Success Condition Examples

Objective Achievement:

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.)

Explicit Customer Requests:

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)

Call Completion Scenarios:

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

Recall Configuration Options

Timing Controls:

Business Hours Only: Restrict callbacks to business hours
Time Zone Awareness: Respect customer’s local time zone
Day-of-Week Preferences: Avoid weekends or specific days
Holiday Exclusions: Skip holidays and blackout dates

Escalation Strategy:

Message Variation: Change script or approach with each attempt
Channel Switching: Transition to email or SMS after failed calls
Human Handoff: Transfer persistent cases to human agents
Compliance Monitoring: Automatic DNC list checking

Performance Tracking:

Success Rate Analytics: Track effectiveness by attempt number
Optimal Timing Analysis: Identify best callback windows
Customer Response Patterns: Learn from customer behavior
ROI Measurement: Calculate cost-effectiveness of recalls

Caller ID Management

Set up professional caller IDs for outbound calls to improve answer rates and brand recognition.

Caller ID Configuration

Add Phone Numbers

Verify Ownership

Complete verification process via SMS or voice call verification.

Set Default Caller ID

Choose which number appears for outbound calls by default.

Monitor Performance

Track answer rates by caller ID to optimize selection.

Caller ID Best Practices

Number Selection:

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

Verification Process:

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

Performance Optimization:

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

Multi-Account Caller ID Management

Twilio Subaccount Integration:

Manage caller IDs across multiple Twilio subaccounts
Automatic synchronization of verified numbers
Centralized caller ID performance analytics
Cross-account number pooling for better coverage

Phone Number Assignment:

Assign specific numbers to specific agents or campaigns
Automatic rotation for high-volume calling
Geographic number matching for local presence
Industry-specific number selection (healthcare, finance, etc.)

Our Actions & Tools section features sophisticated modal interfaces for complex configurations: Multi-step Configuration:

Tool Identity: Name, description, and execution settings
API Configuration: URL, method, authentication
Parameter Mapping: Query params, body params, headers
Testing & Validation: Real-time API testing

Advanced Features:

Syntax Highlighting: JSON and code syntax highlighting
Auto-completion: Intelligent parameter suggestions
Validation: Real-time error checking and validation
Templates: Pre-built configurations for common integrations

Provider-specific Configuration:

Google Calendar: OAuth setup, calendar selection
Outlook Calendar: Exchange configuration, authentication
Custom Settings: Working hours, timezones, buffer times

Event Template Configuration:

Dynamic Titles: Smart title generation from conversation context
Attendee Management: Automatic customer information extraction
Meeting Preferences: Duration, location, reminder settings
Conflict Resolution: Automatic rescheduling and alternative time suggestions

Comprehensive Recall Setup:

Success Criteria Configuration: Define when callbacks are unnecessary
Timing Strategy: Configure sophisticated scheduling algorithms
Escalation Rules: Progressive strategy changes with each attempt
Compliance Management: Built-in DNC and regulatory compliance

Template Library

Instant Configuration:

Pre-built templates for common use cases
Multi-language support for international deployments
Industry-specific configurations
Best practice examples with explanations

Troubleshooting Common Issues

Transfer Problems
Webhook Failures
Calendar Integration Issues
Recall Protocol Issues

Failed Transfers:

Check phone number format (use international format)
Verify SIP URI syntax and network connectivity
Test transfer destinations manually
Review carrier compatibility and routing

Context Loss:

Ensure transfer prompts include context instructions
Verify human agent training on receiving transferred calls
Check integration between systems
Review call logging and recording setup

Best Practices

Call Transfer Optimization

Clear Trigger Definition
- Use multi-language templates for precise trigger conditions
- Define specific, unambiguous scenarios for transfers
- Include escalation paths for different types of issues
- Test transfer logic across different customer personas
Context Preservation
- Configure comprehensive call context transfer
- Include customer information, conversation summary, and specific needs
- Provide clear reason for transfer to minimize customer frustration
- Train human agents on receiving AI-transferred calls

Webhook Development

Modal-driven Configuration
- Leverage the sophisticated modal interface for complex setups
- Use template library for validated starting configurations
- Test API endpoints directly within the interface
- Validate parameter mappings with real conversation data
Security Implementation
- Always use HTTPS endpoints
- Configure proper authentication through secure header management
- Validate and sanitize all incoming data
- Use rate limiting to prevent abuse

Calendar Integration Optimization

Multi-Provider Strategy
- Support both Google Calendar and Outlook for maximum compatibility
- Configure fallback providers for high availability
- Implement cross-platform availability checking
- Maintain consistent booking experience across providers
Smart Scheduling
- Use intelligent availability detection with buffer times
- Implement automatic conflict resolution and rescheduling
- Configure timezone-aware booking for global customers
- Set up automated reminder and confirmation systems

Recall Protocol Management

Strategic Planning
- Define clear success criteria to prevent unnecessary callbacks
- Implement progressive escalation with varied approaches
- Respect customer preferences and compliance requirements
- Monitor and optimize based on performance analytics
Performance Optimization
- Analyze recall effectiveness by timing and strategy
- A/B test different callback intervals and approaches
- Use customer behavior data to optimize scheduling
- Implement intelligent DNC management and compliance

Advanced Integration

Multi-tool Workflows
- Combine webhook tools with calendar integration
- Chain email and SMS follow-ups after calls
- Use transfer capabilities as escalation paths
- Implement comprehensive callback strategies
Performance Monitoring
- Track webhook success rates and response times
- Monitor caller ID performance by campaign
- Analyze transfer success and customer satisfaction
- Optimize based on actual usage data and customer feedback

Compliance Requirements: All integrations must comply with applicable regulations including TCPA (US), GDPR (EU), and industry-specific requirements. Always include proper consent mechanisms and opt-out procedures.

Next Steps

After configuring your Actions & Tools, you can further enhance your agent with:

Input Parameters: Set up dynamic variables for personalized conversations
Output Settings: Configure data extraction and webhook delivery
Evaluations: Define success metrics and conversation quality measures
Knowledge Base: Add contextual information to improve agent responses

Getting Started

Agents

Advanced Editor

Voice Library

Calls

CRM

Account

Documentation Index

​Overview

​Call Transfer

​Transfer Configuration

​Transfer Types

​Advanced Transfer Features

​Transfer Prompt Templates

​Webhook Tools

​Webhook Tool Modal Interface

​Advanced Parameter Configuration

​Webhook Tool Execution Settings

​Webhook Integration Examples

​Authentication Configuration

​Webhook Testing and Validation

​End Call Strategy

​Enhanced Call Termination Logic

​Advanced Answering Machine Detection

​Expanded End Call Strategy Templates

​Email Integration

​Email Configuration

​SMS Integration

​SMS Configuration

​Calendar Integration

​Supported Calendar Providers

​Calendar Configuration Options

​Calendar Integration Workflow

​Recall Protocol

​Recall System Architecture

​Recall Configuration

​Recall Timing Strategies

​Success Condition Examples

​Recall Configuration Options

​Caller ID Management

​Caller ID Configuration

​Caller ID Best Practices

​Multi-Account Caller ID Management

​Advanced Modal Interfaces

​Webhook Tool Modal

​Calendar Integration Modal

​Recall Protocol Modal

​Template Library

​Troubleshooting Common Issues

​Best Practices

​Call Transfer Optimization

​Webhook Development

​Calendar Integration Optimization

​Recall Protocol Management

​Advanced Integration

​Next Steps

Overview

Call Transfer

Transfer Configuration

Transfer Types

Advanced Transfer Features

Transfer Prompt Templates

Webhook Tools

Webhook Tool Modal Interface

Advanced Parameter Configuration

Webhook Tool Execution Settings

Webhook Integration Examples

Authentication Configuration

Webhook Testing and Validation

End Call Strategy

Enhanced Call Termination Logic

Advanced Answering Machine Detection

Expanded End Call Strategy Templates

Email Integration

Email Configuration

SMS Integration

SMS Configuration

Calendar Integration

Supported Calendar Providers

Calendar Configuration Options

Calendar Integration Workflow

Recall Protocol

Recall System Architecture

Recall Configuration

Recall Timing Strategies

Success Condition Examples

Recall Configuration Options

Caller ID Management

Caller ID Configuration

Caller ID Best Practices

Multi-Account Caller ID Management

Advanced Modal Interfaces

Webhook Tool Modal

Calendar Integration Modal

Recall Protocol Modal

Template Library

Troubleshooting Common Issues

Best Practices

Call Transfer Optimization

Webhook Development

Calendar Integration Optimization

Recall Protocol Management

Advanced Integration

Next Steps