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Voice Actions allow the agent to control the behavior of a phone call, such as transferring the call to a human agent or ending the call automatically. In Conversational Flow, Voice Actions can be added in two ways:
  1. Select Voice Action from the left node panel and add it to the workflow canvas
  2. Add the function inside a Response node using Add Function
    Va
Available actions: 
VOICE_TRANSFER_CALL
VOICE_END_CALL

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VOICE_TRANSFER_CALL

This action transfers an active call to another agent, team, or phone number. This feature works only for phone calls and is not supported for web calls.

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When to Use

Use this action when:
  • The user asks to speak with a human agent
  • The request requires human assistance
  • The conversation needs escalation
  • The workflow needs to route the call to another department

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How to Configure

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Step 1: Select Action

Select the action from the dropdown: 
voice_transfer_call
This enables the transfer configuration settings.

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Step 2: Transfer To

Define the phone number or variable where the call should be transferred. Static example: 
+919876543210
Dynamic example: 
{{assigned_agent_number}}
The phone number must be in E.164 international format including the country code.

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Step 3: Transfer Types

SigmaMind supports two transfer types:
  • Cold Transfer
  • Warm Transfer
    Transfertypes

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Cold Transfer

Cold transfer immediately connects the caller to the destination number. Behavior:
  • AI transfers the call and exits the conversation
  • No context is shared with the receiving agent
  • Caller hears ringing and connects directly
Use when:
  • Context is not required
  • Simple routing is needed
  • Fast escalation is required

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Warm Transfer

Warm transfer connects the receiving agent first, shares context, and then bridges the caller. This ensures a smoother handoff experience. Warm transfer includes two stages:
  • Connecting Stage
  • Bridged Stage

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Stage 1: Connecting Stage

The receiving agent is connected while the caller remains on hold.

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Whisper Message

A Whisper Message is played only to the receiving agent. The caller cannot hear this message. You can configure this as:
  • Static message
  • Prompt-generated message
Example: 
You are being connected to {{customer_name}} regarding policy {{policy_id}}.

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Stage 2: Bridged Stage

In this stage, both the caller and the human agent are connected. You can optionally enable a Three-way Message that is played to both participants. Example: 
Thank you for waiting {{customer_name}}. You are now connected to our support specialist.

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Custom Headers (Optional)

Custom headers allow structured metadata to be sent during the transfer. Example: 
X-Intent: billing_issue
X-Language: hi
X-Customer-Type: existing
X-Ticket-ID: 12345
These headers can be accessed by backend systems, CRM tools, or call center software.

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Execution Flow

Customer requests transfer
→ Specialist connected
→ Whisper message played
→ Caller connected
→ Three-way message played
→ Specialist continues conversation

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VOICE_END_CALL

The VOICE_END_CALL action allows the AI agent to end the call automatically when the conversation is complete.
Voiceendcall

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When to Use

Use this action when:
  • The conversation is complete
  • The user’s request has been resolved
  • The user says goodbye
  • The user asks to end the call
Example instruction: 
Call "voice_end_call" when the user confirms the conversation is complete.