Organize Voice AI Actions by Call Timing
Overview
Voice AI now separates actions into two distinct categories: those that occur during an active call and those that execute after the call concludes. This organization helps you precisely control your automated agent's behavior throughout the entire interaction lifecycle.
The updated interface uses a card-based layout with dedicated tabs, making it simpler to create, review, edit, and manage your actions without confusion.
Note: If you do not see this feature in your account, navigate to Settings > Labs and enable the option labeled "Voice AI - Separate During and Post Call Actions," if it is available.
What's New
Card-Based Action Layout
Actions now appear as individual cards, allowing for easier scanning, editing, organizing, and reviewing of your configured actions.
Tabbed Organization
Actions are divided into two tabs: During the Call and After the Call. This separation clarifies which actions happen in real-time during the conversation and which occur once the call has ended.
Streamlined Action Creation
Click the New Action button to add a supported action type. A focused configuration window opens for you to complete the necessary details.
Individual Configuration Modals
Each action type opens in its own dedicated setup window, so you can fill in required fields without navigating through unrelated settings.
Quick Edit and Delete
You can edit or delete actions directly from the action card menu, eliminating the need to enter the full agent configuration flow.
Key Improvements
Enhanced Visual Clarity
Action types are easier to distinguish with improved labels and grouped layouts, enhancing the overall visual hierarchy.
Simplified Management
Edit or remove actions in fewer clicks directly from the action card, streamlining your workflow.
Built-In Guidance and Constraints
Visual counters display how many of each action type you are using. Tooltips and inline guidance help prevent misconfigurations, such as:
- A maximum of 15 total actions allowed during a call
- Only one appointment booking action permitted
- Up to 25 contact field update actions allowed after a call
How to Use It
- Open the Voice AI agent you wish to edit.
- Click on + New Action.
- Select the type of action you want to configure, such as Update Contact Field.
- A focused modal will appear—fill in the required details.
- Click Save. Your new action will appear as a card under the appropriate tab.
Supported Action Types
During the Call
- Call Transfer
- Trigger Workflow
- Send SMS
- Book Appointment
- Custom Actions (Beta)
- Update Contact Field
After the Call
- Update Contact Field—applies updates silently after the conversation ends without interrupting the caller or requesting additional confirmation.
Choosing When Update Contact Field Runs
When configuring the Update Contact Field action, you can select when Voice AI applies the update:
- During the Call: The update happens immediately during the conversation and includes a confirmation. Use this when the agent should acknowledge or verify the updated information with the caller.
- After the Call: The update is applied silently after the conversation. Use this when the update should not interrupt the caller or add another confirmation, helping keep the conversation natural—ideal for updating details like city, address, preferences, or other contact information.