Making Outbound Calls

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Overview

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Prerequisites

• Phone number is added to the system
• Number is assigned to a Voice Agent
• Provider credentials are valid (Twilio or SIP)

• Agent exists and is properly configured
• Agent is assigned to the phone number
• Agent has been tested in browser

• Active project is selected
• API key is configured in project settings
• Sufficient concurrency available in your plan

• Valid destination phone number
• Network connectivity

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Making a Basic Outbound Call

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Step 1: Access Outbound Call Feature

1. Navigate to Phone Numbers
   • Go to Dashboard → Phone Numbers
   • View list of configured phone numbers
2. Select Phone Number
   • Click on the phone number you want to use
   • Ensure it’s assigned to a Voice Agent
   • Details panel opens
3. Click Make Outbound Call
   • In the details header, click “Make Outbound Call” button
   • Button is enabled only when:
     • Phone number is assigned to an agent
     • Agent exists in the system
     • API key is configured
     • Provider supports outbound calls

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Step 2: Configure Call Details

• Enter in E.164 format (e.g., +12025551234)
• Must include country code
• Must start with ’+’
• No spaces or special characters

• System validates format
• Invalid numbers show error message
• Must be a valid phone number

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Step 3: Initiate Call

1. Review Settings
   • Verify destination number
   • Check source number
   • Confirm assigned agent
2. Click “Make Call”
   • Call is initiated immediately
   • Modal closes automatically
   • System displays success notification
3. Answer Call
   • Answer the phone at the destination number
   • Voice Agent begins conversation
   • Interact with agent as needed

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Step 4: Monitor Call

1. View in Call History
   • Navigate to Call History
   • Find your call in the list
   • Shows status: IN_PROGRESS → COMPLETED
2. Review Call Details
   • Click the call to see details
   • View conversation transcript
   • Check call logs
   • Review outcomes

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Advanced Outbound Call Options

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Custom Parameters

• Customer name for personalized greeting
• Order number for order status calls
• Appointment details for reminders
• Account information for verification

1. In the outbound call modal
2. Scroll to “Custom Parameters” section
3. Click “Add Parameter”
4. Enter key and value:
   • Key: Variable name (e.g., ‘customer_name’)
   • Value: Variable value (e.g., ‘John Smith’)
5. Add multiple parameters as needed
6. Remove parameters by clicking delete icon

You are a helpful assistant. You are calling {customer_name} 
about order {order_number}. The appointment is scheduled for 
{appointment_date} at {appointment_time}.

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Webhook Configuration

• Call initiated
• Call answered
• Call in progress
• Call completed
• Call failed

1. Enable Webhooks
   • In outbound call modal
   • Toggle “Enable Webhook” switch
2. Enter Webhook URL
   • Must be HTTPS URL
   • Must be publicly accessible
   • Must return 200 status for delivery
   • Example: https://api.example.com/call-events
3. Configure Authentication (Optional)
   • API Key: Simple key-based authentication
     • Add header: X-API-Key: your-api-key
   • Bearer Token: JWT or OAuth token
     • Add header: Authorization: Bearer your-token
   • Basic Auth: Username and password
     • Add header: Authorization: Basic base64(user:pass)
4. Test Webhook
   • Use webhook testing tools
   • Verify your endpoint receives events
   • Check event payload structure

{
  "event": "call.completed",
  "call_id": "call_abc123xyz",
  "timestamp": "2026-01-22T10:30:00Z",
  "from_number": "+12025551234",
  "to_number": "+12025555678",
  "duration": 125,
  "status": "COMPLETED",
  "cost": 0.015,
  "conversation": {
    "transcript": "...",
    "summary": "..."
  }
}

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Use Cases

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Testing Voice Agent Configuration

1. Configure Voice Agent with desired prompts and tools
2. Assign agent to test phone number
3. Make outbound call to your own phone
4. Interact with agent to test:
   • Greeting and introduction
   • Question answering
   • Tool executions
   • Call flow logic
   • Error handling
5. Review call in Call History
6. Iterate on agent configuration as needed

• Low-risk testing environment
• Immediate feedback
• No impact on production calls
• Easy iteration

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Demonstrating Agent Capabilities

1. Prepare demonstration script
2. Configure agent with relevant knowledge base
3. Set up outbound call to stakeholder’s phone
4. Add custom parameters for personalized demo
5. Place call during presentation
6. Show live interaction
7. Review Call History together

• Live demonstration
• Real phone experience
• Builds confidence
• Immediate feedback

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Appointment Reminders

1. Create appointment reminder Voice Agent
2. Assign to outbound phone number
3. Prepare appointment details as parameters
4. Make call with parameters:
   • patient_name: ‘Jane Doe’
   • appointment_date: ‘2026-01-25’
   • appointment_time: ‘2:00 PM’
   • doctor_name: ‘Dr. Smith’
5. Agent delivers personalized reminder
6. Configure webhook to track confirmations

• Automated reminders
• Personalized experience
• Reduced no-shows
• Cost-effective

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Order Status Updates

1. Create order update Voice Agent
2. Configure with order tracking knowledge
3. Make call with order parameters:
   • customer_name: ‘John Smith’
   • order_number: ‘ORD-12345’
   • tracking_number: ‘TRACK-789’
   • delivery_date: ‘2026-01-24’
4. Agent provides order status
5. Webhook captures customer response

• Proactive communication
• Improved customer satisfaction
• Reduced support inquiries
• Scalable solution

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Limitations and Considerations

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Call Limitations

• Subject to provider’s rate limits
• Geographic restrictions may apply
• Cost per call varies by destination
• Some countries may be blocked

• Concurrent calls limited by your plan
• API key required for all calls
• Outbound call history tracked
• Cost deducted from your account

• Uses Twilio account balance
• Subject to Twilio’s compliance rules
• May require caller ID verification
• Some regions require local numbers

• Depends on trunk configuration
• May require carrier approval
• Custom routing rules apply
• Authentication must be configured

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Best Practices

• Always test on your own number first
• Verify agent behavior thoroughly
• Test edge cases and error scenarios
• Check call quality and audio

• Use Batch Calls for large campaigns
• Don’t make individual calls for bulk needs
• Batch calls are more efficient for multiple recipients
• Monitor call costs
• Review Call History regularly

• Only pass necessary parameters
• Validate parameter values
• Test with different parameter combinations
• Document parameter usage

• Implement proper error handling
• Log all webhook events
• Monitor webhook endpoint health
• Have fallback mechanisms

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Cost Management

• Track calls in Call History
• Review costs regularly
• Set up budget alerts
• Plan for peak usage

• Use local numbers when possible
• Keep calls concise
• Test thoroughly before production
• Use appropriate agent configurations

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Troubleshooting

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Cannot Make Outbound Call

• Phone number is assigned to a Voice Agent
• Voice Agent exists and is not deleted
• API key is configured in project settings
• You have sufficient permissions

• Assign Voice Agent if unassigned
• Verify agent exists in Voice Agents section
• Configure API key in project settings
• Check provider type
• Contact administrator for permissions

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Call Fails to Connect

• Invalid destination number format
• Destination number blocked by provider
• Insufficient balance (Twilio)
• Network connectivity issues
• SIP trunk misconfiguration

• Verify E.164 format (+country code)
• Check provider account status
• Ensure sufficient balance
• Test with known working number
• Review SIP trunk configuration
• Check Call History for error details

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Agent Not Responding

• Voice Agent configuration issues
• LLM API errors
• Knowledge base not processing
• Tool integration failures

• Test agent in browser first
• Check agent configuration
• Verify LLM API key is valid
• Review knowledge base status
• Check tool configurations
• Review call logs in Call History

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Webhook Not Receiving Events

• Invalid webhook URL
• URL not publicly accessible
• Firewall blocking requests
• Authentication failing
• Endpoint returning errors

• Verify URL is correct and HTTPS
• Test with webhook testing tools
• Check firewall rules
• Verify authentication credentials
• Monitor endpoint logs
• Return 200 status code

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Related Documentation