Use cases

Most agents follow one of a handful of patterns. Use this page to pick a starting point and see which features to set up. When you create an agent, set Use case (optional) in General Settings. It tells the AI what kind of agent you are building, so generated content fits the job. Names in bold below are the built-in options; the others are common patterns you can select with Other.

Outbound

Outbound agents call (or text, or email) the contacts you add. All of them rely on contacts, scheduling and retries, and success criteria.

Use case	What the agent does	Recommended features
Cold Outreach	Calls new prospects, introduces your offer, qualifies interest, and books a meeting.	Meeting step with Cal.com, scenarios for objections, Do Not Call, local caller ID, voicemail message
Lead Revival	Re-engages old or stalled leads, finds out whether they are still in the market, and routes warm leads to sales.	Variables for past context, contact memory, warm transfer, post-call actions to update the CRM
Pre-qualification	Asks a fixed set of qualifying questions and scores the lead before a human follows up.	Key questions, success criteria, HubSpot or Salesforce sync, webhooks
Event Confirmation	Confirms appointments, deliveries, or event attendance, and reschedules when needed.	Variables for date and time, pre-call chat, SMS step with confirmation details, Cal.com
Debt Collection	Reminds customers of an outstanding balance, explains options, and records promises to pay.	Pre-conversation actions to fetch the current balance, guardrails, call recording notice, transfer to a human operator, security and privacy
Contract Renewal	Contacts customers before their contract ends, confirms renewal, and collects change requests.	Variables for plan and renewal date, key questions, post-call actions
Churn Risk	Calls at-risk customers, finds the reason for dissatisfaction, and offers a fix or escalates.	Knowledge base, warm transfer, post-call analysis for objections and sentiment
Win-Back	Reaches former customers with a return offer and records why they left.	Scenarios, key questions, Do Not Call
Upsell & Cross sell	Offers existing customers an upgrade or add-on based on what they already use.	Pre-conversation actions for account data, contact memory, versions and split traffic to test offers
Feedback & Survey	Runs a short survey (NPS, CSAT, product feedback) and records structured answers.	Key questions with linear scale and multiple choice, Google Sheets, analytics
Welcome & Onboarding	Welcomes new customers, confirms setup details, and answers first questions.	Knowledge base, SMS or email follow-up with links, triggers to add new customers automatically
Loyalty Nurturing	Checks in with long-term customers, shares relevant offers, and collects feedback.	Contact memory, key questions, text agents

Speed to lead: combine any outbound use case with a trigger or the API so a new web lead is added to the agent, and called, within moments of signing up.

Inbound

Inbound agents answer calls to your numbers. They rely on phone numbers, a knowledge base, and call transfers.

Use case	What the agent does	Recommended features
Inbound (reception and lead capture)	Answers every call, identifies what the caller needs, captures their details, and routes or books them.	Scenarios, call transfers, Cal.com, post-call actions to create the lead
Support & Troubleshooting	Answers product and account questions, walks callers through fixes, and escalates what it can’t solve.	Knowledge base, in-call actions to look up orders or tickets, human operators, guardrails, keypad input for account numbers
Appointment scheduling	Books, moves, or cancels appointments from an inbound call.	Meeting step with Cal.com, variables, SMS step with the booking confirmation

An outbound voice agent can also answer calls back to its numbers. Use this when contacts miss the first call and call back.

Web

Web agents talk with visitors on your site or in your app, by voice or text, with no phone number needed.

Use case	What the agent does	Recommended features
Website assistant	Answers visitor questions by voice or chat and captures leads.	Web widget, styling, knowledge base, bot protection
Guided forms and intake	Collects details through a conversation and shows in-call forms for things that are easier to type, like an address or a date.	In-call forms, transcript variables, webhooks
In-app voice agent	Adds a voice or text agent to your own product with full control over the UI.	Web SDK, events and transcript, headless and React Native

Text and email

Text and email agents hold the same kind of conversations in writing. Many teams pair them with a voice agent.

Use case	What the agent does	Recommended features
SMS or WhatsApp outreach	Starts a text conversation, answers replies, and follows up when the contact goes quiet.	Text agent setup, Twilio SMS, Telnyx SMS, WhatsApp templates
Ask before calling	Texts the contact first to ask whether they want a call, then calls those who agree.	Pre-call chat
Email outreach and follow-up	Sends personalized emails, reads replies, and answers them, with a follow-up sequence for contacts who don’t reply.	Email setup, email approval for human review before sending
Inbound email replies	Reads incoming emails to a connected mailbox and replies.	Email agents, knowledge base

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