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API Calls let your agent interact with external systems — look up customer data, check order status, book appointments, or update records mid-conversation.

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Location

Configuration Panel (right sidebar) → API Calls

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What API Calls Enable

Use CaseExample
Customer lookupFetch account details by phone number
Order statusGet real-time order information
Appointment bookingCheck availability and create bookings
CRM updatesLog call information to Salesforce
Data verificationVerify customer information
Ticket creationCreate support tickets

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How It Works

  1. Define the API endpoint — URL, method, headers, body
  2. Set trigger conditions — When should the call happen?
  3. Map responses to variables — Store returned data
  4. Use variables in conversation — Reference the data

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Configuration

→ NEEDS PLATFORM INFO: Detailed API configuration interface Basic configuration includes:
FieldDescription
Endpoint URLThe API URL to call
MethodGET, POST, PUT, DELETE
HeadersAuthentication tokens, content-type
BodyRequest payload (for POST/PUT)
Response MappingMap response fields to variables

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Example: Customer Lookup

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API Configuration

URL: https://api.yourcrm.com/customers
Method: GET
Headers:
  Authorization: Bearer {{api_key}}
  Content-Type: application/json
Query Parameters:
  phone: {{caller_phone}}

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Response

{
  "id": "cust_12345",
  "name": "Jane Smith",
  "status": "active",
  "tier": "premium"
}

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Response Mapping

API FieldVariable
name{{api.customer_name}}
status{{api.account_status}}
tier{{api.tier}}

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Using in Conversation

Hi {{api.customer_name}}! I see you're a {{api.tier}} member.
How can I help you today?

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In Conversational Flow

Conversational Flow agents have dedicated API Call Nodes:
  • Pre-Call API — Runs before conversation starts
  • API Call Node — Runs mid-conversation
  • Post-Call API — Runs after conversation ends
→ See: Node Types Reference

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Error Handling

What happens when API calls fail?
ScenarioRecommendation
TimeoutHave fallback responses ready
404 Not Found”I couldn’t find that information”
500 Server Error”I’m having trouble accessing that right now”
Invalid DataValidate before using
Build graceful handling into your prompts: 
If you cannot retrieve customer information, apologize and 
offer to help in other ways or transfer to a human agent.

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Security Considerations

  • Never expose API keys in prompts — Use secure configuration
  • Validate inputs — Don’t pass unvalidated user input to APIs
  • Use HTTPS — Encrypt all API traffic
  • Limit permissions — API keys should have minimal required access

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Best Practices

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Test API Calls Thoroughly

Use the test modes to verify:
  • Calls execute at the right time
  • Responses map correctly to variables
  • Errors are handled gracefully

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Keep Latency in Mind

API calls add latency to conversations. Optimize for speed:
  • Use fast endpoints
  • Cache when possible
  • Only call when necessary

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Log for Debugging

Check conversation logs to see:
  • Request sent
  • Response received
  • Variables set

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What’s Next

API Calls Reference

Complete API documentation

Voice Tab

Configure voice settings