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Voice Calling Agent Tool

The Voice Calling Agent step lets a workflow place a live phone call through a calling-enabled AI agent. The agent answers (or dials out), handles the conversation in real time over a connected telephony provider, and the call is recorded and transcribed so you can use the outcome downstream.

Calls are powered by a telephony integration (Twilio, Plivo, or Telnyx) connected to your account. The step references a published, calling-enabled agent and the phone number assigned to it.

Before you begin​

This step depends on a telephony provider being connected to your account.

  • Connect a provider: Go to Settings > Integrations > Connections, choose your provider (Twilio, Plivo, or Telnyx), and enter its credentials. The flow is the same per provider, but the required fields differ:
    • Twilio: Phone Number, Account SID, Auth Token
    • Plivo: Phone Number, Auth ID, Auth Token
    • Telnyx: Phone Number, API Key, Connection ID (if required)
  • SimplAI validates the credentials, fetches your available numbers, confirms ownership, and stores the credentials in encrypted storage. Connected numbers are listed with their provider and capabilities.
  • Assign a number to an agent: On the agent, open the Deployment tab → Connections, select the number, and use Connect. This assigns the number to the agent and sets up the provider webhook so calls route to the agent. Use Remove to disconnect the number and unhook the webhook.

A phone number can be linked to only one agent at a time for inbound calling. Linked numbers are hidden from the dropdown for other agents.

Steps to Use the Voice Calling Agent​

Step 1: Access the Tool​

  • Click on Add User Step.
  • From the available options, select the Voice Calling Agent Tool.

Step 2: Select the Calling Agent​

  • Use the dropdown to pick one of your calling-enabled, published agents.
  • Select the agent phone number to place the call from. Use the edit option to validate the number against the provider.

Step 3: Provide the Destination​

  • Provide the number to dial (for outbound calls). You can type it directly or pass it dynamically with the {{variable_name}} syntax — for example {{customer_phone}}.

Step 4: Run the Step​

  1. Run the tool: Click the Run button to place the call.
  2. On an inbound call, the provider forwards the call to the SimplAI webhook endpoint, which starts a real-time agent session with streaming audio in and out.
  3. The call is recorded through the provider, and the audio is transcribed.

Step 5: Use the Results​

The call log and transcript are persisted, and the call outcome is available to downstream steps and to the Outputs node. Use it for follow-up logic, summaries, or storing results.

Call traceability​

Every call is logged for review in the Call Logs tab and in Run history. Each entry includes:

  • Call ID (SID) and call status
  • Agent involved and its phone number
  • Caller number (user identifier)
  • Call direction (Inbound / Outbound)
  • Call duration (seconds) and the timestamp the call was initiated
  • Playable call recording
  • An expandable transcript with timestamped dialog and speaker tags
  • Option to download the transcript as JSON or TXT

Tips for Effective Use​

  • Publish first: Only published, calling-enabled agents appear in the dropdown.
  • Validate numbers: Use the edit/validate option to confirm a number before running at scale.
  • One number, one agent: Remember that an inbound number maps to a single agent — plan number assignments accordingly.
  • Review transcripts: Use the Call Logs tab to verify outcomes and debug conversations.

If you have any questions or need further assistance, please contact the helpdesk ([email protected]).