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:

Select Voice Action from the left node panel and add it to the workflow canvas
Add the function inside a Response node using Add Function

Available actions:

IVR_NAVIGATOR
VOICE_TRANSFER_CALL
VOICE_END_CALL

IVR Navigator

Enable your AI agent to navigate IVR systems and make outbound calls like a human caller. The agent sends keypad inputs (DTMF) when required, responds naturally when prompted for speech, and seamlessly continues the interaction if a human agent joins.

How It Works

When an outbound call is placed, the receiving system may respond with:

A traditional IVR menu
A conversational AI system
A live human agent
Or a combination of all three

IVR Navigator enables the agent to handle these transitions within a single call. The core decision the agent must make is:

Press vs. Say

If the IVR says, “Press 1 for English.”
→ The agent sends a keypad digit using IVR Navigator
If the IVR says “Say 1” or asks a question
→ The agent responds using normal speech

This distinction is critical for correct navigation.

Supported IVR Types

Press-type
”Press 1 for X, Press 2 for Y”
→ IVR Navigator is triggered Say-type
”Say 1 for English” or open-ended prompts
→ Handled via normal speech (no tool call) Conversational AI
Acts like a human and asks questions
→ IVR Navigator is used only if numeric input is explicitly required Mixed (IVR + Human)
IVR transitions to a human and may return to keypad input
→ IVR Navigator is triggered only for digit-based steps

How to Configure

Step 1: In Agent Builder, select the Voice Action and add ivr_navigatoras an action. Step 2: Add a Description to define when the agent should trigger ivr_navigator. Recommended:
Always call this tool only when the IVR explicitly asks for numeric input (e.g., “press” or “enter” a digit/number).
Do NOT call this method for spoken responses or unclear prompts. Step 3: Set IVR starts conversation? (Yes / No)
Specify whether the IVR system begins speaking at the start of the call.

Yes → Use this when the call starts with an IVR greeting or menu.
The agent will wait for the configured Pause Delay before processing, ensuring the full message is received.
No → Use this when no initial IVR delay handling is needed.
The agent will begin processing immediately.

Step 4: Set pause_delay
Defines how long (in milliseconds) the agent waits after IVR speech before taking action. IVR systems often deliver menu options in fragments with short pauses. Without a delay, the agent may act too early. Recommended: 2000 ms

Step 4: Write your agent system prompt

All navigation logic, goals, and behavioral constraints should be defined in the agent’s system prompt.

Agent Prompt Guide

Define the goal

Clearly specify what the agent must achieve. Example:
Navigate the IVR system, retrieve required information, complete necessary inputs, and connect to a human agent if needed.

If the IVR structure is known, include the expected flow. This significantly improves reliability. Example:

Select language
Select account type
Select service category
Proceed to the target function

Pass caller data as dynamic variables

Provide structured data the agent may need during the call:

Mobile number
Reference or account number
Policy or claim ID
Verification details (e.g., last 4 digits of SSN)

Set the agent persona

Without a defined persona, the agent may behave incorrectly (e.g., like a support agent). Recommended instruction: The agent should behave as a caller seeking assistance.
It should not act as a support representative or provide solutions, explanations, or guidance.

Behavioral Guidelines

To ensure reliable IVR navigation:

Only act when input is explicitly requested
Do not respond to informational (e.g., hold music, “please wait”)
Do not guess or assume menu options
Do not press fallback keys (e.g., 0 or 9) unless explicitly instructed
Separate digit input actions from spoken responses

Notes

Digit inputs are irreversible once sent
Incorrect timing can lead to failed navigation
IVR systems may change over time—regular testing is recommended

Example prompt:

## IVR Interaction Rules

### 1. Informational / Transitional Prompts
If the prompt is informational (e.g., hold music, “please stay on the line”, “processing”, ringing):
- Return: `NA`
- Do not press any digits
- Do not speak
- Do not trigger IVR navigation

### 2. Input Mode Decision (Highest Priority)

Speech Input
- If the IVR says “say”, “speak”, “tell me”, or asks a question:
  - Respond naturally as a caller
  - Do NOT trigger IVR navigation

DTMF Input (Keypad)
- If the IVR says “press”, “enter”, or asks for numbers:
  - Trigger IVR navigation with the required digits only
  - Do NOT generate a spoken response


## Caller Role
- Act as a normal caller (not a support agent)
- Do not provide explanations, solutions, or guidance

## Goal
- Navigate AutoProtect IVR
- Retrieve claim status
- Provide required inputs correctly
- Connect to a human agent

## Input Data
- Claim Reference Number: `123456`
- ZIP Code: `560001`
- Last 4 Digits of SSN: `1234`

## Preferred Navigation Path
`English → Existing Policyholder → Claims → Existing Claim Status → Enter Details → Get Status → Representative`

## Navigation Constraints
- Only press digits explicitly mentioned
- Do not press `9` (repeat/back) unless instructed
- Do not press unrelated digits
- Do not change menu path

## After Transfer to Agent
- Briefly state you are checking claim status
- Answer questions concisely
- Do not provide extra details unless asked

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.

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

How to Configure

Step 1: Select Action

Select the action from the dropdown:

voice_transfer_call

This enables the transfer configuration settings.

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.

Step 3: Transfer Types

SigmaMind supports two transfer types:

Cold Transfer
Warm Transfer

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

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

Stage 1: Connecting Stage

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

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}}.

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.

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.

Execution Flow

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

VOICE_END_CALL

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

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.

​IVR Navigator

​How It Works

​Press vs. Say

​Supported IVR Types

​How to Configure

​Step 4: Write your agent system prompt

​Agent Prompt Guide

​Define the goal

​Provide a navigation path (recommended)

​Pass caller data as dynamic variables

​Set the agent persona

​Behavioral Guidelines

​Notes

​VOICE_TRANSFER_CALL

​When to Use

​How to Configure

​Step 1: Select Action

​Step 2: Transfer To

​Step 3: Transfer Types

​Cold Transfer

​Warm Transfer

​Stage 1: Connecting Stage

​Whisper Message

​Stage 2: Bridged Stage

​Custom Headers (Optional)

​Execution Flow

​VOICE_END_CALL

​When to Use

IVR Navigator

How It Works

Press vs. Say

Supported IVR Types

How to Configure

Step 4: Write your agent system prompt

Agent Prompt Guide

Define the goal

Provide a navigation path (recommended)

Pass caller data as dynamic variables

Set the agent persona

Behavioral Guidelines

Notes

VOICE_TRANSFER_CALL

When to Use

How to Configure

Step 1: Select Action

Step 2: Transfer To

Step 3: Transfer Types

Cold Transfer

Warm Transfer

Stage 1: Connecting Stage

Whisper Message

Stage 2: Bridged Stage

Custom Headers (Optional)

Execution Flow

VOICE_END_CALL

When to Use