Skip to main content
Pre-Call Chat lets an outgoing voice agent text a contact before calling them. Callers sends a short SMS or WhatsApp message asking whether they’re available for a call, reads the reply with AI, and then calls, waits, or skips the contact based on your settings. Contacts who agreed are far more likely to answer, and you stop spending attempts on people who don’t want to talk. See Improve answer rates for when it works best.
Pre-Call Chat is enabled per account. Email to turn it on.

Requirements

  • A Voice agent with the Outgoing direction.
  • A messaging number selected on the agent’s Text Channels tab: SMS through Twilio or Telnyx, or WhatsApp.

Set up Pre-Call Chat

1

Open the Workflow tab

In the agent editor, click Workflow and click the Pre-Call Chat node (between Pre-Call Actions and the script). The Pre-Conversation settings open.
2

Write the first message

Edit the message (default: “Hi, are you ready for a quick call?”). Keep it short and say who you are. You can insert variables and use the AI rephrase button.
3

Choose what happens next

Configure the three outcome cards: Agreed to receive a voice call, No response after, and Refused a voice call (see below).
4

Save

Close the panel and click Save. The pre-call chat runs for every contact once you start the agent.
Part of the Workflow tab showing the Triggers and Pre-Conversation Actions nodes, a chat icon with a + button on the connector, and the Script node set to Voice Call

Pre-Call Chat is added on the connector between Pre-Conversation Actions and the Script on the Workflow tab.

Pre-Call Chat settings panel

Pre-Call Chat settings

To remove Pre-Call Chat, use the remove option on the node.

Settings

Agreed to receive a voice call

No response after

Refused a voice call

Contact statuses

The contact’s timeline shows the pre-call chat followed by the call.
Contact panel on the Interactions tab: an Apr 15 chat with 3 messages marked Completed, followed by a 3:21 voice call marked Interested

A contact's interactions: the pre-call chat, then the voice call.

Tips

  • Identify yourself. Hi {{name}}, this is Maya from Bright Smile Dental. Do you have two minutes for a quick call about your appointment? gets more replies than a generic message.
  • Ask a yes/no question. It makes the reply easy to answer and to classify.
  • Match the timeout to your audience. Short timeouts suit warm leads who expect contact; longer ones suit cold lists.
  • Respect messaging rules. SMS and WhatsApp have their own consent and template requirements. WhatsApp business-initiated messages need an approved template.

FAQ

No. It only controls the message before the call. The script runs as usual once the call connects.
SMS through Twilio or Telnyx, and WhatsApp. Select the number on the agent’s Text Channels tab.
After the chat ends, AI analyzes the conversation and decides whether the contact agreed, declined, or didn’t respond, then applies your settings.
Yes. Any variable the agent uses is available. Remember that variables become required contact fields.
It appears only on Voice agents when the feature is enabled for your account. Contact support to turn it on.

Scheduling and retries

Calling hours and retry rules.

Text agent setup

Connect SMS and WhatsApp numbers.

Statuses and outcomes

What each contact status means.

Actions

Run requests before the call too.