> ## Documentation Index > Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt > Use this file to discover all available pages before exploring further. # VoiceAgent Scenarios & Guardrails > Configure VoiceAgent Scenarios and Guardrails to define how your agent should respond in specific situations. > [!NOTE] > > 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. > [!NOTE] > > 💡 **Handling failed transfers.** When the VoiceAgent attempts to transfer a call to an agent or group and the transfer can't be completed (for example, the agent doesn't answer or the queue is full), the caller stays in the conversation with the VoiceAgent, which is aware the transfer failed. You can use Scenarios to guide how the agent should recover in this situation, for example by offering to take a message. ## Creating Scenarios To configure a scenario: 1. Open the **VoiceAgent configuration or VoiceAgent edit page**. 2. Navigate to the **Scenarios & Guardrails** section. 3. Click **Add Scenario** or **Edit existing**. 4. Define when the scenario should be triggered. 5. Write the **response the VoiceAgent should provide**. 6. (Optional) Choose an **action**, such as **Hangup** or **Tool Call**. 7. 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:* ![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14073408/67b3d867a7b7-image.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=9db625100954da888c9988d2ea2c809b) This type of scenario can also be used to prevent VoiceAgent to talk about particular topics. *Example* ![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14073408/486ba58fb7a1-image.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=3170bccce80aa5bfbee9dd567e82669f) ## 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. ![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14073408/90740c356fdf-image.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=428999a38d51318ec45f84522ce64f5d) ### 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: ![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14073408/84d3dd67d9f1-image.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=730738a6f48be74515ebbaef2c69a7d6) 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 > [!NOTE] > > 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. ![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14073408/bf945359a431-image.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=69c839975e4fc33e73762b173af7b750) ### Tool Call Action The **Tool Call** action allows the VoiceAgent to trigger a **custom action** defined in the **[Tools](/en/articles/11275049-tools-for-voiceagent)** section. Tools can perform tasks such as: * sending an SMS * triggering external workflows * calling external APIs * executing custom automation Example: ![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14073408/2411fb83745b-image.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=686a0cc963233aafe89418f41d98a968) *** ## 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. ![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14073408/6900049555dd-image.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=736ac50ebeccd1a8e7c8c535978f7e23) *** *Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you. ## Related topics - [VoiceAgent templates: After Hours AI Receptionist](/en/articles/15653481-voiceagent-templates-after-hours-ai-receptionist.md) - [Getting Started with VoiceAgents](/en/articles/11053795-getting-started-with-voiceagents.md) - [VoiceAgent templates: AI Receptionist](/en/articles/14057883-voiceagent-templates-ai-receptionist.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.