Overview
Your Voice AI Agent includes built-in tools that make phone interactions smoother for end users. These tools help bridge the gap between spoken conversations and written information, and ensure calls end gracefully.
Use cases
Voice AI Agent tools support common phone interaction scenarios.
- Provide written references: Send SMS messages with instructions, links, or details that are easier to follow in writing than over the phone.
- End calls professionally: Gracefully conclude conversations after confirming the end user has no remaining questions.
- Collect feedback via SMS: When CSAT is enabled, offer to send a survey link after the call ends.
Capabilities & configuration
Voice AI Agent tools are built-in capabilities that your AI Agent uses automatically during phone conversations.
Send SMS
Sometimes a spoken explanation isn’t the best format—long instructions or multi-step troubleshooting can be hard to remember. When that happens, the AI Agent can offer to text the details to the end user so they have a written reference after the call.
How it works:
- The AI Agent asks for consent to send an SMS.
- If the end user agrees, the AI Agent sends a single text with the instructions or link.
Your AI Agent always gets the end user’s consent before sending SMS messages. For more information, see SMS consent.
End the call
When a conversation is finished, the AI Agent can gracefully hang up the call.
How it works:
- The AI Agent checks for any remaining questions (for example, “Is there anything else I can help you with today?”).
- If the end user says no:
- Without CSAT enabled: The AI Agent thanks the caller and disconnects.
- With CSAT enabled: The AI Agent asks for consent to send an SMS survey link, then thanks the end user and disconnects.
These features work with Voice AI Agent tools:
- SMS consent: Understand consent requirements for sending SMS messages.
- CSAT: Collect customer satisfaction feedback.
