Turning actions on or off for your AI agent

Create the action first, on its page under Tools & Actions in the menu on the left: SMS for text messages, Call Transfer for passing calls to a person, RAG for clinic documents. See What your AI agent can do during a call.

Anyone with the User or Owner role in your clinic account can turn actions on or off. A change applies only to calls that start after you click Save Settings.

1. In the menu on the left, click Voice Agents, then click your AI agent in the My Agents list. Its settings open on the right.
2. Click the Tools & Actions tab. The Available Tools list shows all of your clinic’s actions, 6 per page.
3. Find the action. To search, type part of its name in the search box. A label on the right shows what kind of action it is (see below).
4. To read an action’s description, click its name.
5. Turn the switch next to the action on (blue) or off.
6. Click Save Settings at the bottom right. If you leave the screen without saving, your change is lost.

The label next to each action tells you what it does:

• SMS: sends a text message to the patient.
• Transfer: passes the call to a person.
• RAG: lets your AI agent read a list of clinic documents.
• Function: a connection to your clinic’s own software, set up by your IT team.

Each AI agent has its own switches. Turning an action on for one agent doesn’t turn it on for your other agents.

If your clinic has no actions yet, the list says No tools configured and shows a Configure Tools button. That button opens the Tools page, which is for your IT team’s connections (see Connecting your clinic software). To create a text message or a call transfer, click SMS or Call Transfer under Tools & Actions in the menu instead.

Some clinics also see an Organization Metadata switch at the top: when it’s on, your AI agent gets your clinic’s information from your clinic software.

If this AI agent is part of a team, the team can turn different actions on for it. See Using several AI agents together (Teams).

The Keypad Input tab, at the top of the same Tools & Actions tab, lets your AI agent read numbers the patient presses on the phone keypad, for example a file number.

1. On the agent’s Tools & Actions tab, click Keypad Input at the top.
2. Turn on the switch.
3. Under Timeout, choose how many seconds the agent waits after the last key before it reads the number. If you choose 0, it waits for a key from the next step, so turn one on.
4. Under Delimiter, turn on # or * if patients can press that key to say they’re done.
5. Click Save Settings.

Then, in the agent’s instructions, say when to ask for it, for example: “Ask the patient to type their file number on the keypad, then press the pound key.” See Writing instructions for your AI agent.

• For text messages and clinic documents, click Speak with Agent and ask something that should use the action. See Trying your AI agent yourself.
• For passing a call to a person, and for the keypad, call your clinic number from a phone. Speak with Agent can’t test them. See Passing calls to the front desk or a colleague.

• The action isn’t in the list: reload the page. If it’s still missing, check on its page under Tools & Actions that it was saved.
• The agent never uses the action: check that its switch is on for this agent and that you clicked Save Settings. Then make the action’s description clearer.
• The agent uses an action you turned off: you may have left the screen without clicking Save Settings. Turn it off again and save.