Agent functions
Understand the four function types and when to use each one during a live call.
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Understand the four function types and when to use each one during a live call.
Agent functions define the actions an agent can take during a live call.
Instead of only responding to the caller, functions allow the agent to perform actions such as ending a call, saving data, transferring the caller, or retrieving information from another system.
A function runs when its trigger condition is met. This condition is written in plain language and describes when the agent should activate the function during a conversation.
Agentalk provides four function types that cover most call scenarios.
End Call
Ends the call when a trigger condition is met
End the call when the caller says goodbye
Update Contact
Extracts information from the conversation and writes it to the contact record
Capture details like name, company, or interest
Transfer Call
Forwards the call to a specified phone number
Connect the caller to a human agent or specific team
External API
Calls a third-party API and uses the response during the call
Check availability, look up data, or trigger workflows
Every function includes a trigger condition, which defines when the agent should activate it during a call. These conditions are written in natural language, not code.
Well-defined trigger conditions are specific and unambiguous. They help prevent incorrect activations and ensure the agent acts at the right moment.
When the call ends
When the caller says goodbye, thank you, or indicates they are done
When the user wants help
When the caller asks to speak with a human agent or requests to be transferred
When the caller gives information
When the caller provides their company name during the conversation
Agentalk supports two categories of functions depending on how they are configured and where they operate.
End Call, Update Contact and Transfer Call are configured entirely within Agentalk. They do not require any external setup or credentials.
External API functions connect to a URL you provide. They require an endpoint that accepts a request from Agentalk, processes it, and returns a response the agent can use.
See Connect external APIs as functions for setup details.
Here are the recommended next steps to continue learning about agent functions:
Use built-in functions: Configure core actions like ending calls, updating contacts, and transferring calls.
Connect external APIs as functions: Extend your agent with real-time data and integrations.
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