Call features

On the agent's Tools tab, the Built-in list holds the features below. The note on the page applies to all of them: switch on only what the agent needs, because tools that are off add no delay to its replies.

End call

Hangs up once the conversation is finished, after saying goodbye. On by default.

Transfer to a human

Hands the caller to a person when they ask for one or the agent cannot help.

1. Switch on Transfer to a human.
2. Enter the Transfer number in international format, for example +14155552671.
3. Press Save.

The agent speaks a short line ("One moment, I'll connect you with someone who can help.") and bridges the call to your number. You can also set how long the phone rings (Ring for (seconds)), a Backup number, and what happens if nobody answers (If nobody answers: go back to the agent, or say goodbye and hang up). Press Check setup to see what is missing. Details: Transfers on the phone.

Limitation. The bridge works on Twilio phone calls only. On a call through another provider the agent tells the caller it cannot transfer from there and keeps helping. In a browser test it only speaks the line and ends the test, so you can check when the agent decides to transfer but not the transfer itself. On a website voice widget call there is no phone line to move, so the agent says it cannot transfer from there and keeps helping. If the transfer fails on a live call, the agent says it could not connect the caller and carries on.

The number is fixed in the agent's settings. The agent cannot be talked into dialling a different number.

Transfer to another agent

Hands the caller to another published agent in your workspace on the same call, for example from a front desk agent to a billing agent. The conversation so far goes with them.

• Create another agent first, then tick which agents it may hand over to. An agent is only offered if it is published, in the same workspace, speaks the same language and takes calls the way this one does (an inbound call goes to an agent that takes inbound calls).
• The agent chooses by name and description, so give every agent a clear Description. Two agents with the same name are told apart by their id.
• The receiving agent brings its own instructions, tools, knowledge bases and forms. Its model and voice are used when they come from the same providers as the call; otherwise the call keeps its own. Keypad input cannot be switched on partway through a call.
• The first agent's human-transfer number does not carry over: only the receiving agent's own settings apply.
• If anything fails during the hand-over, the first agent stays on the call.
• The call record and webhooks name both the original and the receiving agent.
• A call can be handed over once, so two agents cannot pass a caller back and forth.

Keypad input

Lets callers type on their phone keypad, for example an account number or a menu choice. Hide typed digits in transcripts is on by default and stores them as **** in transcripts and webhooks; the agent still reads the digits. Turn it off only if the digits are not sensitive.

IVR navigation

Lets the agent get through automated phone menus by sending keypad tones, for example "Press 1 to speak to a person". It is for outbound agents that call businesses.

Call summary

After each call ends, writes a short summary and works out intent, tone and outcome. On by default. When it is off, calls show Summary off instead of an outcome, and webhooks mark the review as off.

Webhook

Sends each finished call to your own system. Choose the webhook under Send to. See Webhooks.

Collect details with a form

Asks the caller the questions in a form and saves the answers under Appointments. Choose the form under Form, or Create form if there are none. See Forms and appointments.

Your tools

Below the built-ins, Your tools lists the API tools and connected-app actions attached to this agent. Use Add tool to attach more. See Tools.

Related guides

• Transfers on the phone
• Publish and test