Guide · Knowledge, calendar and tools
Agent tools: transfer, end call, keypad
The built-in actions the agent can trigger during a call, and how to set them up.
Where to find them
Open the agent, "Tools & actions" section. Each tool is switched on here, then triggered according to what you write in the instructions.
Built-in tools
- End call ("End call"): the agent hangs up politely, for example when the caller says goodbye.
- Transfer ("Call transfer"): the agent passes the call to a person or another number. Specify the number and when to transfer (emergency, caller asks for an adviser, customer ready to buy).
- Appointment booking ("Appointment Scheduling"): Cal.com or Calendly, which in turn connect to Google or Outlook.
- Keypad tones ("DTMF"): the agent presses digits to navigate a phone menu or dial an extension.
Going further
- Custom tools query your software live (stock, customer record…).
- After the call, automations send the results to your CRM, Google Sheets or by email.
Tip
Tools can be combined: check a detail, book an appointment, then transfer if needed. Describe that sequence in the instructions.
Need help? In your account, the help assistant (bubble at the bottom right) answers in your language. You can also email contact@permanenceia.com.
Related guides
- Create a custom tool (during the call)Let the agent query your software live: order tracking, customer checks, availability.
- Appointment booking with Cal.comConnect Cal.com so the agent can check your availability and book during the call.
- Getting started with automationsAutomatically send call results to your CRM, Google Sheets, Slack or by email.