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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.

Tools​

ToolDescription
Hang UpIn a workflow, AI can end phone calls while this ability is enabled. Agents outside a workflow can always hang up
ForwardAI 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. Hangup is included whenever this ability is enabled on a phone call; there is no separate Hang Up toggle. In a workflow, this ability or an explicit Agent or Toolkit tool selection is the only way to grant hangup; it is never added automatically.
  • Agents outside a workflow can always hang up a phone call. An Agent you chat with directly, or an Agent running a job, does not need this ability or a tool selection to end a call.
  • 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:

  1. Open your workflow or task
  2. Go to the Abilities tab
  3. Click Add Ability and select Phone Call Tools
  4. Configure forwarding destinations and optional DTMF access
  5. Save

Task-level abilities override workflow-level abilities of the same type. Disabling this ability or failing its condition removes the tools granted by this ability; independent Agent/Toolkit selections can still grant them. Existing Workflows that previously relied on automatic hangup must add this ability or explicitly select the tool at the intended scope. This includes calls to a phone number owned by an Agent, which still run on the number's workflow. Existing explicit Agent/Toolkit selections continue to work. Callers can still disconnect, and server call-duration limits remain in effect.

Tips​

  • Enable this ability where calls should end. Attach it to a completion Task and remove other hangup grants from collection Tasks, or attach it at Workflow level to allow hangup throughout.
  • 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. See the Developer CEL reference for variables available in this context:

chat.channel == "phone-voice"

See Abilities for more on conditional abilities.