Configuring In-Call API Calls
Published:
Overview
This guide explains how to configure in-call API calls for an AI Voice Agent. API calls allow the agent to retrieve or send data to external systems in real time during a conversation — for example, checking product availability, looking up a customer record, or submitting a form.
Steps to Configure an In-Call API
- Navigate to Call Flows and locate the agent you want to edit.
- Ensure you are in the Advanced View.
- Locate the API section within the agent settings.
- Click Add API and configure the following fields:
- Method – the HTTP method (e.g., GET, POST)
- Endpoint – the URL the API call will be sent to
- Name – a label used to reference this API call within the prompt
- Variables – any dynamic variables to be passed with the request
- Authentication – add authentication credentials if required
- Request Headers – add any required headers
- Optionally, configure a Text to Speak message that the agent will say while the API call is being processed (e.g., “Just give me a moment to check that for you”) — this prevents silence while the system waits for a response.
- Configure whether the API should run pre-call (before the conversation starts) or be triggered during the call based on prompt conditions.
- Reference the API by its Name within the system prompt to define when it should be invoked.
- Click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| Text to Speak | Always configure a holding message for APIs that may take a moment to respond — silence during an API call creates a poor caller experience |
| Pre-Call Execution | APIs can be triggered before the conversation starts to pre-load data (e.g., looking up a caller’s details) |
| In-Call Execution | APIs triggered mid-call based on prompt conditions — useful for real-time lookups |
| Use Case Example | A caller asks if a product is in stock — the agent calls the inventory API, retrieves the result, and responds in real time |
| Advanced View | Must be enabled to access API settings |
