API Calls

API Calls let your agent interact with external systems during conversations - fetch customer data, book appointments, update CRMs, process payments.

API Call Types

Type	When It Runs	Use Case
Pre-Call	Before conversation starts	Load customer context
Mid-Call	During conversation	Check status, take action
Post-Call	After conversation ends	Log to CRM, create tickets

Configuration

Field	Description
URL	API endpoint
Method	GET, POST, PUT, DELETE
Headers	Authorization, Content-Type
Body	Request payload (JSON)
Response Mapping	Extract data to variables

Example

Request:

GET https://api.example.com/customers/{{caller_phone}}

Response:

{
  "name": "Jane Smith",
  "tier": "premium"
}

Use in prompt:

Hello {{customer_name}}! I see you're a {{tier}} member.

Implementation

API calls are configured differently in each agent type.

API Calls in Configuration Panel