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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…

2 min read513 words8 explained imagesUpdated Thu, 30 Jul at 5:01 AM
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On this page
  1. Overview
  2. What Changed in the Action Builder
  3. Key Improvements
  4. How to Use?
  5. Supported Action Types
  6. During the Call
  7. After the Call
  8. Choose When the Update Contact Field Action Runs

TABLE OF CONTENTS

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.

    Step 1 of 5: Card-Based action layout Actions appear as individual cards, making it… What this shows Step 1 of 5: Card-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. What this shows Shows what this covers for step 1 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". This screenshot accompanies step 1 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you card-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. The next step is to 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. Step 1 of 5Image 1 of 8 What this coversCard-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions.
    Buttons and menus referenced Card-Based action layoutTabbed LayoutDuring the CallAfter the CallStreamlined Creation FlowIndividual Action ModalsQuick Delete Option
    Next stepTabbed 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.
    All 5 steps in this procedure
    1. Card-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. this image
    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.

  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.

    Step 3 of 5: Streamlined Creation Flow Use the New Action button to add a supported… What this shows Step 3 of 5: Streamlined Creation Flow Use the New Action button to add a supported action type and configure it in a focused setup window. What this shows Shows what to fill in for step 3 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". This screenshot accompanies step 3 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you streamlined Creation Flow Use the New Action button to add a supported action type and configure it in a focused setup window. The next step is to individual Action Modals Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings. Step 3 of 5Image 2 of 8 What to fill inStreamlined Creation Flow Use the New Action button to add a supported action type and configure it in a focused setup window.
    Buttons and menus referenced Streamlined Creation FlowCard-Based action layoutTabbed LayoutDuring the CallAfter the CallIndividual Action ModalsQuick Delete Option
    Next stepIndividual Action Modals Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings.
    All 5 steps in this procedure
    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. this image
    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.

  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.

    Step 5 of 5: Quick Delete Option You can edit or delete actions from the action… What this shows Step 5 of 5: Quick Delete Option You can edit or delete actions from the action card menu without opening the full agent configuration flow. What this shows Shows what this covers for step 5 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". This screenshot accompanies step 5 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you quick Delete Option You can edit or delete actions from the action card menu without opening the full agent configuration flow. Step 5 of 5Image 3 of 8 What this coversQuick Delete Option You can edit or delete actions from the action card menu without opening the full agent configuration flow.
    Buttons and menus referenced Quick Delete OptionCard-Based action layoutTabbed LayoutDuring the CallAfter the CallStreamlined Creation FlowIndividual Action Modals
    All 5 steps in this procedure
    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. this image

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 countersshow you how many of each action type you're using.

    • Tooltips and inline guidanceprevent misconfiguration:

      • Max15 total actionsduring a call

      • Only1 appointment booking actionallowed

      • Up to25 contact field update actionsafter a call

How to Use?

  1. Open theVoice AI agentyou want to edit, and then click on + New Action

    Step 1 of 5: Open the Voice AI agent you want to edit, and then click on + New Action What this shows Step 1 of 5: Open the Voice AI agent you want to edit, and then click on + New Action What this shows Shows where to go for step 1 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". This screenshot accompanies step 1 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you open the Voice AI agent you want to edit, and then click on + New Action. The next step is to choose the type of action you want to configure, for example, update contact field. Step 1 of 5Image 4 of 8 Where to goOpen the Voice AI agent you want to edit, and then click on + New Action
    Buttons and menus referenced Voice AI agent
    Next stepChoose the type of action you want to configure, for example, update contact field.
    All 4 steps in this procedure
    1. Open the Voice AI agent you want to edit, and then click on + New Action this image
    2. Choose the type of action you want to configure, for example, update contact field.
    3. A focused modal will appear — fill in the required details.
    4. Save. Your new action will appear as a card under the appropriate tab.

  2. Choose the type of action you want to configure, for example, update contact field.

    Step 2 of 5: Choose the type of action you want to configure, for example, update… What this shows Step 2 of 5: Choose the type of action you want to configure, for example, update contact field. What this shows Shows what to fill in for step 2 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". This screenshot accompanies step 2 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you choose the type of action you want to configure, for example, update contact field. The next step is to a focused modal will appear — fill in the required details. Step 2 of 5Image 5 of 8 What to fill inChoose the type of action you want to configure, for example, update contact field.
    Buttons and menus referenced Voice AI agent
    Next stepA focused modal will appear — fill in the required details.
    All 4 steps in this procedure
    1. Open the Voice AI agent you want to edit, and then click on + New Action
    2. Choose the type of action you want to configure, for example, update contact field. this image
    3. A focused modal will appear — fill in the required details.
    4. Save. Your new action will appear as a card under the appropriate tab.

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

  4. How to Use? (image 6 of 8) What this shows Open the Voice AI agent you want to edit, and then click on + New Action Choose the type of action you want to configure, for example… What this shows Shows what this covers for step 4 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". This screenshot accompanies step 4 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". For context, this section explains: Open the Voice AI agent you want to edit, and then click on + New Action Choose the type of action you want to configure, for example, update contact field. A focused modal will appear — fill in the required details. Save. Your new action will appear as a card under the appropriate tab. The next step is to save. Your new action will appear as a card under the appropriate tab. Step 4 of 5Image 6 of 8
    Buttons and menus referenced Voice AI agent
    Next stepSave. Your new action will appear as a card under the appropriate tab.
    All 4 steps in this procedure
    1. Open the Voice AI agent you want to edit, and then click on + New Action
    2. Choose the type of action you want to configure, for example, update contact field.
    3. A focused modal will appear — fill in the required details.
    4. Save. Your new action will appear as a card under the appropriate tab. this image

  5. 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)

  • Update Contact Field

After the Call

  • Update Contact Field — Updates the contact silently after the conversation without interrupting the caller or requesting additional confirmation


After the Call (image 7 of 8) What this shows Update Contact Field — Updates the contact silently after the conversation without interrupting the caller or requesting additional… What this shows Illustrates the "After the Call" section of "Separate During-Call and Post-Call Actions in Voice AI". This screenshot appears in the "After the Call" section of "Separate During-Call and Post-Call Actions in Voice AI". The text alongside this image reads: Update Contact Field — Updates the contact silently after the conversation without interrupting the caller or requesting additional confirmation. Immediately after, the guide continues: When configuring the Update Contact Field action, choose when Voice AI applies the contact update. Image 7 of 8 What this coversUpdate Contact Field — Updates the contact silently after the conversation without interrupting the caller or requesting additional confirmation Next stepWhen configuring the Update Contact Field action, choose when Voice AI applies the contact update.

Choose When the Update Contact Field Action Runs 

When configuring the Update Contact Field action, choose when Voice AI applies the contact update. 

During the Call 

Voice AI applies the update immediately during the conversation and includes a confirmation. Use this option when the agent should acknowledge or verify the updated information with the caller.

After the Call 

Voice AI applies the update silently after the conversation. Use this option when the update should not interrupt the caller or add another confirmation to the conversation. This option can help keep conversations natural when updating details such as a city, address, preference, or other contact information

Choose When the Update Contact Field Action Runs (image 8 of 8) What this shows Voice AI applies the update silently after the conversation. What this shows Illustrates the "Choose When the Update Contact Field Action Runs" section of "Separate During-Call and Post-Call Actions in Voice AI". This screenshot appears in the "Choose When the Update Contact Field Action Runs" section of "Separate During-Call and Post-Call Actions in Voice AI". The text alongside this image reads: Voice AI applies the update silently after the conversation. Use this option when the update should not interrupt the caller or add another confirmation to the conversation. This option can help keep conversations natural when updating details such as a city, address, preference, or other contact…. Image 8 of 8 What this coversVoice AI applies the update silently after the conversation. Use this option when the update should not interrupt the caller or add another confirmation to the conversation. This option can help keep conversations natural when updating details such as a city, address, preference, or other contact information
Buttons and menus referenced During the CallAfter the Call

Frequently asked questions

How to Use?
Open the Voice AI agent you want to edit, and then click on + New Action Choose the type of action you want to configure, for example, update contact field. A focused modal will appear — fill in the required details. Save. Your new action will appear as a card under the appropriate tab.

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