Creating a Phone Call Action on a Workflow Task

A Phone Call action initiates an AI-powered phone call to a member as part of an automated workflow. When the action fires, a voice conversation is created using the selected workflow — the AI agent calls the member and follows the workflow's conversation logic.

How it fits together: "Phone Call" is an Action type in Gravity Rail. Attach it to a workflow task as an entry action — when a member enters the task, the phone call is initiated automatically. The call uses the workflow you select to guide the AI agent through the conversation.

Prerequisites

• A workflow with at least one task designed for voice conversations (see Workflows)
• A phone number configured in your workspace (see Phone & Voice) — this is the number the call is placed from
• Your workspace must have Twilio configured for voice calls

Steps

1. Open your workflow

Navigate to Workflows and open the workflow you will use for the phone call. If you don't have one yet, create a new workflow with tasks designed for voice interaction.

2. Navigate to the Actions page

Go to Actions in your workspace.

3. Create a new action

Click New Action.

4. Configure the trigger

Set the trigger to Task Entered and select the task from your workflow. The phone call is initiated when a member enters this task.

5. Select "Phone Call" as the action type

In the action type dropdown, select Phone Call. The phone call configuration form will appear.

6. Select the phone number

Choose the phone number that will place the call from the Phone Number dropdown. This determines the caller ID that the member sees. If no phone numbers are listed, you need to configure one first in your workspace's phone settings.

7. Select the workflow

Choose the Workflow that will handle the phone call conversation. This workflow controls what the AI agent says during the call — its tasks, prompts, data collection, and branching logic all apply.

The workflow should be designed for voice interactions. The AI agent will follow the workflow's conversation flow during the call.

8. Save the action

Click Save. The action is now linked to your workflow task and will initiate a phone call whenever a member enters that task.

Phone Call Tips

• Design workflows for voice — Voice conversations are different from text. Keep prompts concise and conversational. Avoid long lists or complex instructions that work in text but are hard to follow by ear.
• Test with your own number — Create a test member with your own phone number and trigger the action to verify the call flow before using it with real members.
• Consider timing — Phone calls are more intrusive than SMS or email. Combine with CEL conditions like is_business_hours to avoid calling at inappropriate times.
• Pair with a scheduled event — Use a Scheduled Event to call groups of members on a recurring schedule, such as daily appointment reminders.