Pre-Call Actions

Configure visual flows that run before your agent greets the caller. Use flow nodes to fetch CRM data, initialize variables, or run conditional checks before the call begins.

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Overview

• When it runs: Before the agent speaks.
• Execution order: Multiple pre-call actions run sequentially in creation order.
• Variable scope: Variables created here are available through the entire interaction. Only variable values assigned in pre-call actions can be used to personalize the Initial Message and Guidelines.

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Create a Pre-Call Action Flow

1. Open Studio → Build → AI Agents → Actions tab → Pre-Call.
2. Select “Create New Action” and fill in:
   • Name: Short, descriptive identifier
   • Description: What the action does and why
   • Execute on channels: Which channels the action runs on — Voice, Chat, or both (at least one must be selected)
3. Save the action, then click Save & Edit Flow to open the Flow Builder.

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Channel Scoping

Pre-call actions can be scoped to run only on specific channels. An action scoped to Voice is skipped for chat conversations, and vice versa — useful when a CRM lookup only makes sense for callers, or a chat conversation needs different preparation.

• Existing and newly created actions default to Voice only.
• To branch within a shared flow instead, use the built-in interaction.CHANNEL variable (resolves to voice or chat) in a Decision node.

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Flow Builder

The flow defines what happens before the call starts. Drag nodes from the sidebar and connect them starting from the Start node. In a large flow, use the search box in the top-right of the canvas to jump to a node by name or type — see Find a Node on the Canvas.

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API Request Node

Call an external HTTP API and map response fields to variables:

• Method: GET, POST, PUT, DELETE, PATCH
• URL: Static URL (e.g. https://api.example.com/crm/)
• Query Params: Key-value pairs, variable-aware
• Headers: Static or variable-aware (e.g. Authorization)
• Body: JSON request body for non-GET methods; variables supported
• Auth Profile: Optional reusable credentials profile — see Auth Profiles for details. Also supports mTLS for APIs that require certificate-based mutual authentication.
• Test Request: Use “Send” to preview response in Data or Meta tabs
• Response Mapping: Map JSON paths to variables (e.g. save firstName to {{firstName}}).

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Set Variable Node

Assign or overwrite a variable value at any point in the flow without making an API call:

• Variable: Choose an existing variable or create a new one.
• Value: Enter a static value or reference another variable (e.g. {{status}}).

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Decision Node

Add conditional branching to your flow based on variable values or expressions:

• Condition: Define one or more conditions that evaluate variables (e.g. {{vipStatus}} == true).
• Branches: True and False output paths to route downstream nodes.

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Best Practices

• Keep pre-call flows minimal and optimized to reduce first-utterance latency.
• Map only the fields you need from your backend to simplify variable usage.
• Use consistent, readable variable names (e.g. customerFirstName, orderId).