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Overview

Call control actions give your AI agents the ability to manage conversation lifecycle and routing. These essential actions enable agents to transfer calls when specialized help is needed and end conversations professionally when objectives are met. Every voice agent should have call control actions configured to handle common scenarios like escalation requests and conversation completion.

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Transfer Call

The Transfer action enables your agent to route active calls to other AI agents, phone numbers, or SIP addresses when situations require it.
Transfer Action configuration modal showing Name field with 'Transfer to support', Description field, Transfer Type options (AI Agent, Phone Number, SIP Address) with AI Agent selected, Select Agent dropdown showing 'No agents available', Silent Transfer toggle, Transfer Message field with LLM-generated message option, Play Background Music toggle, Ring Before Transfer toggle, and Cancel/Save buttons
Transfer Action configuration modal showing Name field with 'Transfer to support', Description field, Transfer Type options (AI Agent, Phone Number, SIP Address) with AI Agent selected, Select Agent dropdown showing 'No agents available', Silent Transfer toggle, Transfer Message field with LLM-generated message option, Play Background Music toggle, Ring Before Transfer toggle, and Cancel/Save buttons

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When to Use

  • Customer asks to speak with a human or specific department
  • Issue is beyond agent’s knowledge or capabilities
  • Request requires specialized expertise
  • Different AI agent is better suited for the request

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Configuration

1

Add Transfer Action

Navigate to Abilities → Actions in Call Control category and click Add on Transfer Call
2

Name the Action

Give it a clear, descriptive name like “Transfer to Support” or “Transfer to Billing”
3

Add Description

Describe what this transfer does: “Transfers to another AI agent, phone number, or SIP address”
4

Configure Destination

Set up your transfer destination (see Transfer Details for complete configuration options)
5

Save

Click Save to add the transfer action to your agent

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Using in Instructions

Reference the transfer action by its exact name in your agent’s instructions (system prompt): 
When a customer asks to speak with a human:
1. Explain why you're transferring them
2. Ask "Would you like me to transfer you now?"
3. Wait for confirmation
4. Once confirmed, use the 'Transfer to Support' action

If the customer mentions billing problems:
- Use the 'Transfer to Billing' action
See the Transfer Details page for advanced configuration including transfer modes, multiple destinations, and SIP routing.

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End Conversation

The End Conversation action allows your agent to terminate calls professionally when conversation objectives are met or when ending is appropriate.

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When to Use

  • Customer’s question answered or task completed successfully
  • Appointment scheduled and confirmed
  • Customer indicates they don’t need additional help
  • Request is completely outside agent’s purpose

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Configuration

1

Add End Conversation Action

Go to Abilities → Actions in Call Control category and click Add on End Conversation
2

Name the Action

Use a clear name like “End Call Politely” or “End Call”
3

Add Description

Describe when this should be used: “Have the agent end the conversation with a custom message”
4

Set Goodbye Message (Optional)

Optionally provide a default farewell message:“Thank you for calling! Have a great day.”Leave blank to control the message entirely through your agent instructions.
5

Save

Click Save to make the action available to your agent

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Using in Instructions

Once you've successfully completed their request:
1. Ask "Is there anything else I can help you with?"
2. If they say no:
   - Thank them for calling
   - Use the 'End Call Politely' action
3. If they say yes, continue helping
The End Conversation action terminates the call immediately after the agent finishes speaking. Ensure your agent says everything needed before invoking this action.

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Best Practices

Prompt agents to ask for user confirmation before executing actions to avoid announcing actions that execute on the next turn.Good:
"I can transfer you to our billing team. Would you like me to do that now?"
[Wait for response]
[Execute transfer after confirmation]
Poor:
"I'm transferring you now..."
[Action executes next turn, creating awkward delay]
Never transfer calls without context. Agents should explain why they’re transferring, set expectations, and confirm.Good:
"I understand you need help with billing. Our billing department can access
your account details. Would you like me to transfer you now?"
[Wait for confirmation]
[Execute transfer after confirmation]
Poor:
"Let me transfer you to billing."
[Transfers without explanation or confirmation]
Always ask if there’s anything else before ending calls to prevent customers from feeling rushed.Good:
"Is there anything else I can help you with today?"
[Wait for response]
[If no] "Great! Thanks for calling!"
[Use End Call action]
Poor:
"Your appointment is booked. Thanks!"
[Uses End Call action without checking if they need anything else]
Create multiple actions for different scenarios with clear names that match how you’ll reference them in instructions.Good:
  • “Transfer to Billing Department”
  • “Transfer to Technical Support”
  • “End Call Politely”
Poor:
  • “Transfer 1”
  • “End”

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Next Steps

Transfer Details

Deep dive into transfer destinations, modes, and advanced configuration

Actions Overview

Learn about all available action types

Booking Actions

Set up appointment scheduling with Cal.com

Custom API Actions

Connect to external systems