Understand the live call

A call starts with the assigned Agent’s greeting. The Agent then answers questions or collects a request. Depending on your setup, it can use knowledge, run tools and transfer the caller.

1. Connect: select the route and play the greeting.
2. Listen: recognize the caller’s current turn.
3. Respond: use the Agent or Flow, relevant knowledge and tools.
4. Continue: speak the response and listen for the next turn.
5. Complete: end the call, create the summary and run configured delivery.

Opening and caller context

The selected Agent's timezone controls its ordinary greeting. A Flow uses its DEFAULT Agent. Pre-processing can load caller context, and a configured personalized greeting can replace the opening when ready in time.

Speech and pauses

Use speech settings to adjust how the Agent detects pauses and the end of an utterance. Change these values if it interrupts callers too soon or waits too long.

Check the transcript before changing the prompt when a name or number is captured incorrectly.

Actions during the call

Describe in the prompt which details are needed before a tool call. If the Agent should confirm that a request was sent, it needs to wait for the result. Leave background execution off for that tool.

When testing forwarding, include a call where nobody answers. For a normal conversation ending, use the built-in endCall tool.

After the call

Review the completed conversation in Call History. Use post-processing to choose how it is summarized and sent to your team. To inspect a call while it is happening, use Live Calls.