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Overview

After implementing basic conversations, your agent can be enhanced with additional capabilities to perform actions such as:
  • Transferring calls
  • Booking appointments
  • Retrieving external information
  • Managing call flow (e.g., ending calls)
  • Integrating with your existing systems via API calls
These capabilities can be implemented using function calling.

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Adding Functions to the Prompt

For all functions, you’ll need to ensure they are triggered in the prompt once added to the agent. Examples:
  • If user does not have any more questions, call function end_call to hang up
  • If the user asks to transfer the call to a specific department or extension, use function transfer_call

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Extension and Transferring

For internal transfers, you will need to:
  1. Create an extension directory within your prompt.
  2. Navigate to Extensions under the Agents tab to manage extensions.
When implementing your directory into the prompt, it might look like this: Begin message type options

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Uploading Extensions

Under the Extensions tab, you can upload a list of extensions using a .csv file.
A sample file is provided on the page for reference. Alternatively, you can add extensions manually by entering the information individually.

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Transferring Calls

In your prompt, make sure to trigger this function via transfer_call.

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How to Transfer

  • Invoke transfer_call:
    • action: "transfer"
    • transfer_to: Extension from directory
  • Do NOT require/await any caller response after the transfer phrase.

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When to Transfer

  • Caller requests any person/department in the extension directory (e.g., “I want to speak to [name]” or similar)
  • For upgrade, billing, technical issues, or complex/unclear requests

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What to Say

  • For directory names:
    “Sure, let me transfer you now.”
  • Otherwise, choose only from:
    • “Transferring you to [department/person] now.”
    • “Connecting you with [department/person].”
    • “I’ll connect you with [department/person] right away.”