How the Actions page is laid out
The page has three tabs. The one you have open is kept in the address, so a reload, or a link you send a colleague, lands on the same tab.- Built in — the tools we wrote, in three cards: What Agent can do (knowledge search, lead capture, handing over to a person, booking a call back, web search), Reaching the customer elsewhere, and Remembering customers across channels.
- On calls — Hand calls to another agent, the Who-is-calling lookup and After the call.
- Connect a service — webhooks, a helpdesk, your own API, then calendar, spreadsheet, CRM and records, and the directory of other services.
Built-in tools
Switchable per agent. Off means the tool is removed, not that the model is asked not to use it.- Knowledge search — your own material, always searched first. Two switches: one for chat and WhatsApp, one for calls. Both on.
- Web search — runs on the model provider’s side, so it is only available on models that offer it.
- Capture lead — see Leads.
- Escalate — hand the conversation to a person. See Escalation.
- Hand calls to another agent — on calls only. Under this heading the agent can pass a live call to another of your agents, say sales to support, on the same line and in the same conversation. Each agent on the list is handed over warm (with a short summary and the conversation so far) or cold (it starts fresh and greets the caller). See Voice for the rules.
- End the call — on calls only. The agent hangs up once the conversation is genuinely finished. See Voice.
- Book a call back — somebody asks to be called later and the agent books it; your number rings them at that time. See Voice.
Booking into your own calendar
Different from Book a call back above, and worth keeping straight: that has your number ring the customer, this puts a real meeting in your diary at a time you were genuinely free. Connect Cal.com and the agent can read your availability, offer real times, and book — with Cal.com sending the confirmation. Twelve switches, all starting off. See Calendar.Filling in your own spreadsheet
The agent takes a caller’s details and writes them into a row of your spreadsheet as it goes, and can look somebody up in the same table to answer from what you already hold. Connect your own Grist account; two switches, both starting off. See Spreadsheet.Your calendar and spreadsheet switches share one budget: eight on at once.
An agent given too many tools gets worse at choosing between them, so we stop
you at eight rather than let it quietly degrade.
Reaching the customer on a different channel
A caller needs a link sent to them. A customer on WhatsApp would rather be phoned. These are the tools for that, and they have their own block on the Actions page because they share something the others do not: each one reaches the customer outside the conversation the agent is in. All four start off, and three of them cost money each time. Turning one on is not quite enough on its own — each also needs something only you can give it, and the row says so when it is missing.“Ring the customer now” is not the same switch as “Book a call back”. One
is a customer asking to be rung later; the other is the agent ringing them
while it is already talking to them somewhere else. You can have either, both,
or neither.
The agent never chooses the destination. It cannot be told “email this to
another address” or “call this number instead” — there is no such thing to
say. The number or address is resolved from your records at the moment of
sending, from the same evidence that
links a person across channels.
So the worst a visitor can talk the agent into is contacting the right person
at the wrong moment.
- A WhatsApp template costs money, the same as any other template send. The agent may send two an hour in one conversation, so a customer who keeps asking — or tries to make it loop — cannot run up your bill.
- SMS is capped the same way, two an hour in one conversation, and is billed by your own provider, not from your wallet.
- Emails are capped the same way, at three an hour in one conversation. Enough for the invoice and the corrected invoice, not enough to flood an inbox.
- The agent will refuse in words when it has no usable number or address — it says so and carries on helping, rather than pretending it sent something.
Which templates the agent may send
Two separate decisions, both yours:- Whether this agent may send at all — the switches above, per agent.
- Which templates any agent may send — a tick on each template, once for the whole workspace.
New templates start unticked. A tool with nothing ticked says so on its row,
and isn’t given to the agent at all.
The agent is shown at most ten ticked templates, the first ten alphabetically,
so every turn stays quick and the same ones appear each time. With more than ten
ticked, untick the ones you don’t want it to reach for. The SMS page tells you
when you are over.
Want a message that is always the same one, sent at a known moment? Use
After the call. There you choose the exact template and
what fills every blank, and no tick is needed.
A message after the call
Separate from the tools above: the agent can also send the caller a WhatsApp or an SMS when a call ends — a thank-you with your booking link, or a sorry-we-missed-you. It’s set in the After the call card on the same page. See After the call.Call your own API
Point the agent at an HTTPS endpoint of yours, describe what it does and what it takes, and the agent can call it mid-conversation. Full guide, including how to write the endpoint safely.- Credentials are encrypted at rest and are not readable from the dashboard.
- The URL is validated and DNS-resolved before we fetch it, so an endpoint cannot be used to reach inside our network.
- Your header secret is never shown again after you save it.
Connect a service (MCP)
21 services with addresses read from the official registry and grouped by what they do, plus any address you want to paste. A further 1,434 services are listed in the directory. Sign-in happens in a popup and tokens are sealed and renewed automatically, so nobody signs in twice.Send what happens somewhere else
Signed outbound webhooks to any HTTPS endpoint. This is the lane that reaches Google Sheets, Zoho and effectively any CRM through Zapier or Make today. Paste an address — or an email address, if your helpdesk opens tickets that way — and pick what it should be told about.
A finished call carries whether it was answered, missed or refused, so a missed
call is something your own system can act on rather than something you find out
by opening ours. Want what was said as well? Tick A call’s results are
ready — it arrives a few seconds later, once the summary and details are
written. See Call leads from your CRM.
Every delivery is signed with a secret shown once when you add the endpoint, so
your receiver can prove the request came from us. A delivery that fails is
tried again after 1 minute, 5 minutes, 30 minutes, 2 hours and 6 hours (six
attempts over about 8½ hours). An endpoint is switched off, and says so, only
after five events in a row that each failed every attempt; a failure that a
retry then delivers does not count. What failed can be sent again for 7 days. See
Webhooks for the headers, the retries and how to
dedupe.
Choose the events you want. An endpoint with no events chosen receives
every event — the ones that exist today and any we add later. A receiver built
for leads should not be woken by a phone call it has never seen the shape of,
so tick only the events it is built for.