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The workflow during the call generally consists of:
  1. Live call trigger - Defines when and how the agent can use the action.
  2. Intermediate actions - Uses connectors to perform actions.
  3. Return - Returns a result to the agent.

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Configuring the Live Call Trigger

The live call trigger is the component that exposes functionality to your conversational agent during the call.
1

Define the Action

Start by setting up the basic information of the action:
  1. Action Name: A unique identifier that the agent will use to invoke this action (e.g., get_customer_info).
  2. Action Description: A clear explanation of the action’s purpose (e.g. Retrieves customer information based on a given identifier).
2

Configure Dynamic Properties

Dynamic properties define the parameters that the agent must provide to execute the action:
  1. Click on Add Item for each required parameter.
  2. For each property, specify:
  • Property Name (e.g. customer_id).
  • Description (e.g. The unique identifier of the customer to look up).
  • Type (String, Boolean, Integer, etc.).
  • Required (indicate whether the parameter is mandatory).
3

Prepare Sample Data

Sample data allows you to test the functionality of your action:
  1. Load a sample data set and copy it into the “Sample data” field.
  2. Modify the sample data by adding the action parameters.
  3. Click on Retest.
The action description should clearly explain when and why the agent should use this action. A precise description helps the agent determine the right moment to utilize this feature.
Ensure that each property is correctly typed to avoid runtime errors. For example, if you are expecting a numeric identifier, use the Integer type.
You can access pre-call context data in your action during the call. This allows you to reuse previously retrieved information as well as system variables.

Configure Actions during the Call