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Functions are what allow your agent to do more than just talk. They give the agent the ability to take real actions during or after a call, which is what turns a conversation into an operational outcome. Without functions, an agent can answer questions and follow a script. With functions, it can interact with your systems, move the conversation forward, and complete useful work automatically. Depending on your setup, functions can be used to:
  • transfer a call to a human,
  • send an SMS,
  • update CRM records,
  • book a calendar slot,
  • check availability,
  • press digits in an IVR flow,
  • trigger a webhook,
  • or pass data into your backend systems.
This is what makes a voice agent useful in production. It does not just speak to the contact - it also performs the actions required to complete the workflow. In practical terms, functions are what turn the agent from a phone-based chatbot into a working AI employee.