In-call actions are operations executed during an active voice conversation, with results immediately available to influence the dialogue. They enable AI agents to retrieve information, make decisions, and complete tasks while the caller is still on the line.
What types of in-call actions exist?
Common in-call actions include database queries for customer information, calendar checks for appointment availability, payment processing, record creation and updates, and real-time calculations. Any operation that completes quickly enough to maintain conversation flow can be an in-call action.
Why do in-call actions matter?
In-call actions transform voice agents from information providers into transaction processors. Rather than telling callers “someone will get back to you,” the agent resolves issues on the spot. This immediate resolution is what makes AI voice agents genuinely useful rather than just conversational.
In-call actions in practice
A caller wants to reschedule their appointment. During the call, the AI executes multiple in-call actions: retrieving the current appointment details, querying calendar availability, booking the new time slot, updating the customer record, and triggering a confirmation SMS. The caller hangs up with everything complete.
For configuration details, see the actions documentation.