Separate During-Call and Post-Call Actions in Voice AI

TABLE OF CONTENTS

• Overview
• What’s New
• Key Improvements
• How to Use It
• Supported Action Types
  • During the Call
  • After the Call

Overview

Voice AI actions are organized into during-call and post-call actions so you can clearly control what your agent does while speaking with a caller and what happens after the call ends. The updated action layout uses action cards, tabs, and focused configuration windows to make actions easier to create, review, edit, and manage.

Note: If this experience is not visible in your account, go to Settings > Labs and enable Voice AI - Separate During and Post Call Actions, if available.

What Changed in the Action Builder

1. Card-Based action layout
   Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions.

   
   
   
   

2. Tabbed Layout
   Actions are separated into During the Call and After the Call tabs, helping you distinguish actions that happen live during the conversation from actions that happen after the call ends.

3. Streamlined Creation Flow
   Use the New Action button to add a supported action type and configure it in a focused setup window.
   
   

4. Individual Action Modals
   Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings.
   
   

5. Quick Delete Option
   You can edit or delete actions from the action card menu without opening the full agent configuration flow.

Key Improvements

1. Improved Visual Hierarchy
   Action types are now easier to distinguish thanks to better labels and grouped layouts.

2. Simplified Editing & Deletion
   Edit or remove actions in fewer clicks — right from the action card.

3. Built-In Constraints & Smart Guidance

   • Visual counters show you how many of each action type you're using.

   • Tooltips and inline guidance prevent misconfiguration:

     • Max 15 total actions during a call

     • Only 1 appointment booking action allowed

     • Up to 25 contact field update actions after a call

How to Use?

1. Open the Voice AI agent you want to edit, and then click on the agent goals. 
   

2. Use the “New Action” button to begin.

3. Choose the type of action you want to configure, for example, call transfer.

   
   

   
   

4. A focused modal will appear — fill in the required details.
   
   

5. 

6. Save. Your new action will appear as a card under the appropriate tab.

Supported Action Types

During the Call

• Call Transfer

• Trigger Workflow

• Send SMS

• Book Appointment

• Custom Actions (Beta)

After the Call

• Update Contact Fields