Voice AI Custom Actions: Live Webhook Integrations

Voice AI Custom Actions let your AI agent hit external APIs during a live call. The caller asks for an order status; the agent calls your order system; the answer comes back inside the same conversation. No hold time, no follow-up tasks.

What a Custom Action does

Each Custom Action is a POST webhook the AI fires when a configured trigger fires during conversation. The request can include:

• Webhook endpoint URL.
• Headers (API keys, tokens).
• Authentication — Bearer tokens, Basic Auth, or custom header keys.
• Request body with dynamic parameters extracted from the call.

Conversation triggers

Triggers control when an action fires. Common patterns:

• A specific phrase ("I want to check my appointment").
• The presence of an email address in the caller's speech.
• A spoken digit string (such as an order number).

Triggers can layer with conditions like "only run if parameter X is present" so actions only fire when there is enough context.

Dynamic parameter collection

Voice AI extracts and labels values during the call and slots them into the webhook payload. Supported types:

• Text (String)
• Number
• Email
• Phone Number
• Date

Example: the AI captures both an order number and an email before triggering a shipping lookup, so the request hits your API with both values populated.

How to set up a Custom Action

1. Go to Voice AI > Agent Goals. Switch to Advanced Mode if needed, then open Custom Actions.
2. Click + New Action.
3. Enter a name and the conversation trigger conditions.
4. Add the webhook URL and select POST.
5. Add headers and any required authentication.
6. Define the dynamic parameters the AI should extract from the call.
7. Use Test Webhook to validate the request and response before saving.

Built-in test tool

Test Webhook simulates a call scenario, passes test parameters, and shows you:

• The full request — headers and body.
• The raw response — 200 OK, 404, etc.
• Configuration issues to fix before saving.

Example: a webhook returns an estimated delivery date, and the AI delivers the answer inline — "Your package is expected to arrive by Thursday."