This article explains how Scenarios work in VoiceAgents and how to configure them to control how the agent responds in specific situations during a call, including optional actions such as triggering tools or ending the call.
User level:
Admin
Scenarios define how a VoiceAgent should behave in specific situations during a call. They allow you to control how the agent responds when certain topics, requests, or conversation patterns occur.
Each scenario describes:
When the scenario should happen (the situation or trigger)
How the VoiceAgent should respond
Whether the VoiceAgent should perform an additional action
This helps ensure the VoiceAgent behaves predictably and follows the logic you define for different types of interactions.
Creating Scenarios
To configure a scenario:
Open the VoiceAgent configuration or VoiceAgent edit page.
Navigate to the Scenarios & Guardrails section.
Click Add Scenario or Edit existing.
Define when the scenario should be triggered.
Write the response the VoiceAgent should provide.
(Optional) Choose an action, such as Hangup or Tool Call.
Save the configuration.
You can create multiple scenarios for different situations to ensure the VoiceAgent behaves correctly across a wide range of caller requests.
Response-only scenarios
In these scenarios, the VoiceAgent simply responds to the caller with a predefined instruction or message, without performing any additional actions.
These are useful for guiding the conversation or providing specific responses when certain topics are mentioned.
Example:
This type of scenario can also be used to prevent VoiceAgent to talk about particular topics.
Example
Scenarios with actions
Some scenarios not only define a response but also trigger an action after the response is delivered.
The types of actions that are currently supported are:
Hangup
Send SMS
Tool Call
Hangup Action
The Hangup action instructs the VoiceAgent to end the call.
Before ending the call, the VoiceAgent informs the caller that the conversation is about to end based on scenario configuration. After the message is delivered, the call is terminated.
Send SMS Action
The Send SMS action lets your VoiceAgent automatically send a text message to the caller when a specific situation happens during a call.
To set it up, go to Scenarios, click +Add new scenario, and define the flow. For example:
Within the Send SMS action configuration:
Sender - You can select the number that will send the SMS. Make sure this number the SMS send out from this number is enabled.
Message - Enter the text message you want to send to the customer
The caller’s number is used automatically as the recipient number within the Send SMS action.
Once the scenario is created, it applies to every call. When the defined situation occurs, the VoiceAgent delivers the reply and automatically sends the SMS.
Tool Call Action
The Tool Call action allows the VoiceAgent to trigger a custom action defined in the Tools section.
Tools can perform tasks such as:
sending an SMS
triggering external workflows
calling external APIs
executing custom automation
Example:
Default Scenarios
Some scenarios are provided by default to help the VoiceAgent handle common situations automatically. These include:
Robocall or spam detection – the VoiceAgent recognizes suspicious automated calls and handles them appropriately.
Caller ends the conversation but stays on the line – if the caller clearly indicates they are done but does not hang up, the VoiceAgent can end the call using the Hangup action.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!