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Set up an Action

  • Prerequisites: To use this feature, make sure the following requirements are met:
    • Accessible API Endpoint: The API must be publicly accessible and able to receive and respond to HTTP requests.
    • Authorization: If the API requires authentication, ensure valid authorization credentials are provided.
    • Defined Triggers: Identify the script step or condition within the call that should initiate the API call.
  • Adding an Action Step: To add an Action step, press the + Action button at the bottom of the subflow. You’ll need to define the Action Phrase, which is the spoken message during the execution of the action.
Set up an Action step

Set up an Action step

  • Create an Action: Click the + button under Choose Action and begin configuring the request details.
Create an Action

Create an Action

  • Configure API Endpoints: For each trigger, specify:
    • Action Name: A descriptive name for the Action.
    • HTTP Method: Select the appropriate HTTP method (GET, POST, etc.).
    • Endpoint URL: Enter the full API URL.
    • Trigger: Describe when the action should be executed.
    • Headers: Define any required headers, such as authorization tokens.
    • Parameters: If needed, add query parameters and a request body.
Set up an Action

Set up an Action

For information about using Variables on Actions, please refer to our Campaign Variables Guide.

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Testing an Action

  • Once you have completed the Action setup, use the Test Trigger button to simulate the API call.
Testing an Action

Testing an Action

  • Confirm the request is correctly structured and that responses are handled properly.
  • Monitor test calls to ensure the Action integrates smoothly with the conversation flow.
Action test response

Action test response

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Action Responses

  • You can use API responses to enhance call flows:
    • Check Availability: Query stock, service hours, or agent availability mid-call.
    • Inform Callers: Use returned data to share real-time information with the caller.
    • Lookup Customer Records: Fetch user details from your CRM or database.
    • Schedule Appointments: Trigger bookings through external scheduling APIs.
    • Send Confirmations: Trigger emails or SMS messages after specific call steps.
    • Verify Identity: Validate caller-provided information via a secure API.
    • Route Conversations: Automatically guide the call flow based on API response values. (e.g., route the conversation based on the value of the active field returned by the API).
Routing conversation based on an API response

Routing conversation based on an API response