Who This Is For / When to Use
Use this article when configuring what a Voice AI Agent should do during or after a call, or when troubleshooting why an action did or did not trigger.
What Are Voice AI Actions
Actions define what the Voice AI Agent can execute when a caller’s request matches a defined condition.
Actions can:
Transfer calls to humans
Trigger workflows
Send SMS messages
Update contact fields
Book appointments
Send data to external systems
Actions are available only in Advanced Mode.
During the Call vs After the Call
Every action must be assigned to one of two execution phases:
During the Call: Runs immediately while the caller is still on the line
After the Call: Runs only after the call ends
This separation prevents timing conflicts and ensures predictable behavior.
Adding a New Action
Open the agent in Advanced Mode.
Scroll to Setup Your Actions.
Click + New Action.
Select the action type.
Call Transfer Action
Transfers the live call to a human phone number.
Required Configuration
Phone number to transfer to
When the transfer should happen (trigger condition)
What the agent says before transferring
Use this action when callers request a manager, owner, or human support.
Trigger Workflow Action
Triggers an existing published workflow when conditions are met.
Required Configuration
Workflow to trigger
When the workflow should trigger
What the agent says when triggering the workflow
Only published workflows can be selected.
Send SMS Action
Sends an SMS message to the caller’s phone number.
Required Configuration
SMS message content
When the SMS should be sent
What the agent says before sending the SMS
SMS actions can be used for confirmations, links, or follow-ups.
Update Contact Field Action
Extracts information from the call and updates a contact field.
Supported Data Types
Numbers
Currency values
Postal codes
Required Configuration
Contact field to update
What information to extract
Example phrases to improve accuracy
You can choose whether to overwrite existing values.
Appointment Booking Action
Allows the agent to book appointments directly into a calendar.
Required Configuration
Calendar
Days of offering dates
Maximum appointment slots per day
Hours between slots
If the contact does not have an email address, the agent will request it before confirming the booking.
Custom Action (Webhook)
Sends call data to an external system using a POST request.
Required Configuration
Endpoint URL
Headers (optional)
Authentication (optional)
Use Custom Actions for integrations with external tools or internal systems.
Action Limits
Kyrios enforces the following limits per agent:
Call Transfer actions: up to 15
Trigger Workflow actions: up to 15
Send SMS actions: up to 15
Update Contact Field actions: up to 25
Appointment Booking actions: up to 15
Custom Actions: up to 15
How Trigger Conditions Work
Trigger conditions are evaluated against the caller’s intent.
Best practices:
Write clear, specific conditions
Avoid overlapping conditions
Place critical actions earlier
The first matching action is executed.
Common Issues and Fixes
Action did not trigger: Review the trigger condition wording and ensure it matches caller intent.
Multiple actions firing unexpectedly: Check for overlapping trigger conditions.
SMS not delivered: Confirm the caller’s phone number is valid and SMS is enabled on the account.
FAQ
Can multiple actions trigger from one call?
Yes, if multiple conditions are met and actions are placed in separate execution phases.
Can I reorder actions?
Yes. Actions can be reordered within the same execution phase.
Can actions run without Advanced Mode?
No. All actions require Advanced Mode to be enabled.
What happens if no action matches?
The agent continues the conversation without executing an action.