Configuring Custom Actions for Voice AI Agents

Introduction to Voice AI Custom Actions

Voice AI Custom Actions allow your automated call agents to communicate with your other software tools in real-time during a live conversation. By sending a POST request to an external webhook URL, your Voice AI agent can look up information, submit data, or trigger processes based on what the caller says, all without ending the call.

Key Benefits

Using Custom Actions makes your Voice AI agents more powerful and efficient. Key advantages include:

• Personalized Interactions: Retrieve specific data (like an order status or account balance) to give callers immediate, accurate answers.
• Streamlined Workflows: Complete tasks, such as updating a CRM record or checking an appointment, during the initial call.
• Reduced Manual Work: Automate data lookup and entry, minimizing the need for follow-up by your team.
• Flexible Integration: Connect securely to virtually any external system that accepts API calls, including databases, scheduling platforms, and e-commerce systems.

Understanding Triggers

A Custom Action is initiated by a conversation trigger. This is a specific condition or event detected during the call that tells the agent to run the action. Common triggers include:

• A caller expressing a specific intent, like "I need to reschedule."
• The agent successfully collecting a specific piece of information from the caller, such as an email address, phone number, or order ID.

Core Components of a Webhook Action

Each Custom Action is built around a webhook configuration. When the trigger condition is met, the agent will send a POST request with the following components to your specified endpoint:

• Webhook URL: The address of your external API endpoint.
• Headers: Optional key-value pairs, often used for API keys or content types.
• Authentication: Support for methods like Bearer Token or Basic Auth to securely access your systems.
• Request Body: Contains the data sent to your webhook. This is where you map dynamic parameters collected from the call.

Dynamic Parameters

These are specific pieces of information (like a phone number or date) that the Voice AI agent extracts from the live conversation. You can define these parameters and map them to fields in your webhook's request body. Supported data types include:

• Text/String
• Number
• Email Address
• Phone Number
• Date

How to Set Up a Custom Action

Step 1: Access the Custom Actions Interface

Navigate to your CRM's Voice AI section. Select or create a Voice AI agent. Ensure you are in Advanced Mode for the agent, then locate and select the Custom Actions area.

Step 2: Create a New Action

In the Setup your Actions section, click on the option to add a Custom Action. This will open a configuration window.

Step 3: Configure the Action

Fill in the details for your webhook integration:

1. Name: Give your action a descriptive name for easy identification.
2. Trigger: Define the conversation condition that will initiate this action (e.g., "when a caller provides an order number").
3. Webhook URL: Enter the full endpoint URL for your external API.
4. Headers & Authentication: Add any required headers (like Authorization) and configure authentication if needed.
5. Request Body: Construct the body of your POST request. Use the interface to insert the dynamic parameters you want to send, such as {phone_number} or {email}.

Testing Your Configuration

Before saving, always use the built-in Test Webhook feature. This allows you to:

• Send a test request with sample data to your endpoint.
• Review the exact headers and body being sent.
• See the raw response (status code and body) from your external system.
• Identify and correct any configuration errors, such as incorrect URLs or authentication issues, ensuring the action will work correctly during real calls.

Frequently Asked Questions

What request methods are supported?

Custom Actions currently support POST requests only.

Where do I find the Custom Actions settings?

Go to the AI Agents section, select Voice AI, and then edit a specific agent. Within the agent setup, look for the Setup your Actions area and choose Custom Action.

Is webhook authentication supported?

Yes. You can configure authentication using Bearer Tokens, Basic Auth, or by passing API keys directly in the request headers.

What happens if the webhook fails during a call?

The system will log the failure. When configuring your action, you can define how the Voice AI agent should respond if no data is returned or if the request fails, allowing you to set appropriate fallback messages for the caller.