Have an agent make phone calls

Have an agent place a real phone call — confirm an appointment, qualify a lead, run a reminder — talk to the person, and hand you back a transcript and what it learned. Every call an agent places says up front that it's an AI, goes only to people who've said yes, and is kept as a private record.

What you'll use

The agent's phone calling tool, which dials through the Communications Hub (Twilio voice). You tell the agent who to call and what the call is for; it runs the conversation and reports back.

Steps

1. Turn on calling for your workspace. Voice and outbound calling are switched on per workspace. It's off until you turn it on, so no agent starts dialling just because it could. Our team sets this up with you, including your phone number, which areas agents may call, and how long a call can run.
2. Choose which agents can call. Only a workspace admin can give an agent the calling tool. Pick the agents you trust on the phone; the rest can't dial anyone, whoever asks them.
3. Get consent. An AI voice call needs the consent of the person being called. Teammates switch on Allow AI assistants to call me in their own settings and can switch it off at any time. For customers and other contacts, an admin records how they agreed. A number with no consent on file is refused before anything is dialled.
4. Ask for the call. In chat, tell the agent what you need: "@Colin call Dana and confirm Thursday's appointment." The agent works out the number from her contact record, writes its opening line and talking points, and places the call. Want to check it first? The agent can preview exactly what it would do without dialling.
5. Every call opens with a disclosure. Before the agent's own greeting, the person hears that this is an AI assistant calling on behalf of your company, and that the call is transcribed. It can be reworded, but never removed.
6. Get the outcome. When the call ends, the agent gets the full transcript, the duration, and the intents it detected (e.g. "confirmed", "wants callback"), and reports back in the chat.

Result

Voice becomes just another thing an agent can do. It's driven by its objective, bounded by your rules, and returns structured outcomes you can act on: route the lead, reschedule, follow up. Each call is saved as a private record under Team Chat → Calls, where your admins and the people involved can read the transcript. Transcripts are deleted automatically after a retention period you choose.

Inbound calls work too: people can phone your workspace's number and talk to its AI assistant, which recognises teammates by the number on their profile and can answer questions about their tasks and projects. Those calls land under Calls as well.