Phone Call Tools
Give AI control over voice calls with hang up and forward capabilities.
Intermediate
2 min read
Phone Call Tools
The Phone Call Tools ability gives your AI control over voice calls. When enabled, the agent can end calls and transfer them to other numbers or agents.
Settings
| Setting | Description |
|---|---|
| Hang Up | AI can always end phone calls (enabled by default) |
| Forward | AI can transfer the call |
How It Works
Phone Call Tools provide the AI with call-control capabilities during voice conversations:
- Hang Up allows the AI to end the phone call when the conversation is complete. This is enabled by default so the AI can gracefully close calls.
- Forward allows the AI to transfer the call to another phone number or agent. This is useful for escalation flows where the AI determines it needs to hand off to a human.
Adding Phone Call Tools
Phone Call Tools can be added at either the workflow or task level:
- Open your workflow or task
- Go to the Abilities tab
- Click Add Ability and select Phone Call Tools
- Configure whether the AI can hang up and/or forward calls
- Save
Task-level abilities override workflow-level abilities of the same type.
Tips
- Keep Hang Up enabled so the AI can end calls naturally rather than leaving callers in silence.
- Configure forwarding targets carefully to ensure calls go to the right person or team.
- Combine with conditions to only allow forwarding during business hours or to specific teams.
Conditional Activation
You can restrict when Phone Call Tools are available using CEL expressions in the ability's Conditions field. For example, you might only enable call forwarding during business hours or on specific channels:
cel
See Abilities for more on conditional abilities.
Related
- Abilities — Overview of all AI abilities
- Phone & Voice — Set up phone numbers and voice channels
- Workspace Settings — Configure business hours for call routing