The functionality of AloAi Agents can be significantly extended by assigning Actions. These actions are automated tools activated at specific points or triggered by certain conditions during a conversation flow. Assigning actions enables the agent to interact dynamically with contacts and internal systems, streamlining workflows and increasing efficiency.
Understanding action assignment
Actions are assigned directly within the instructions section under the prompt tab of your AloAi Agent setup. When defining conversational paths, responses, or condition checks, you will find options to add specific actions that the agent should perform at that juncture.
For example, after the agent successfully verifies a customer's identity, you might assign the update contact property action to mark the contact as verified. Or, if the agent identifies an issue it cannot resolve, you would assign the transfer call action
How tool assignment works
You assign actions directly within the configuration interface where you build your AloAi Agent's conversation flow. Think of it like adding specific instructions for the agent to follow at certain points in the conversation.
Locate the step - navigate to the specific point in your conversation flow (e.g., after a particular agent message, following a customer response, or triggered by a condition) where you want the agent to perform an action.
Find the action button - within the settings or instructions panel for that specific step, look for an option to add an automated action. This is often represented by a button labeled +add action.
Select the tool - click the +add action button. A list or menu of available actions (like 'update contact property', 'transfer call', etc.) will appear.
Choose your action - select the specific action you want the agent to execute at this point in the conversation.
Configure the tool - after selecting a tool, specific configuration options for that tool will appear, allowing you to provide the necessary details (like which property to update, who to transfer the call to, etc.).
You can often add multiple tools to a single step, and they will typically execute in the order you add them.
Available AloAi Agents actions
Update contact property
This action lets the agent capture details (like name, email, date of birth, custom fields) during calls. This info is saved in Aloware's About this Contact section and automatically syncs with integrated CRMs (HubSpot, Salesforce, etc.).
Before you start
Enable CRM integration in Aloware if you want data to sync automatically.
How to set it up
Design prompts - write prompts in your agent's script instructing it to ask for the specific information (e.g., "To update your record, could I get your email address?").
Configure add the action - once the update contact property action is added to the desired step, select properties within its configuration panel. Choose the specific custom properties the agent needs to update based on the captured information. Need to create custom fields? See the Aloware guide.
Testing your setup
Run a test call - use a test contact to simulate a customer call with the agent. You can enroll a contact to the AloAi Agent to do this. Read this guide to learn how.
Provide info - when the agent asks, provide the details as a customer would.
Verify - check the contact's About this Contact section in Aloware Talk and your CRM (if connected) to ensure the information was updated correctly.
The contact field has been updated in Aloware Talk
The contact field has been updated in HubSpot
Important configurations to consider
Defining fields - decide which customer details are mandatory, such as name, contact number, or email.
Data privacy compliance - ensure customer data, especially Personally Identifiable Information (PII), is handled in compliance with regulations.
CRM setup - check integration configurations to ensure seamless syncing.
Transfer call (voice agents only)
The transfer call action redirects the current live phone call from the AloAi Agent to a human agent.
Before you start
Have your target lines clearly defined in Aloware.
How to set it up
Define trigger points - determine when a transfer is needed (e.g., customer asks for a human, agent cannot handle the query, specific keyword detected).
Configure target line - after adding the transfer call action, configure its settings by selecting the line of destination.
Testing your setup
Simulate transfer scenario - make a test call and interact with the agent to trigger the transfer condition (e.g., say "I want to speak to an agent").
Verify connection - confirm that the call is successfully routed to the intended destination line.
Send SMS (for voice agents)
The Send SMS action allows the AloAi Agent to automatically send text messages to contacts. Useful for appointment confirmations, status updates, reminders, or other notifications, reducing manual effort.
Before you start
Verify that SMS capabilities are enabled for your Aloware account/line.
How to set it up
Define triggers - determine the specific points in the conversation flow or conditions that should trigger sending an SMS (e.g., after an appointment is booked, when a certain keyword is mentioned, after a call disposition is set).
Add the action - after adding the
Send SMSaction, write the SMS content within its configuration panel. Use variables (e.g., [first_name]) for personalization.Example: "Hi [first_name], your appointment is confirmed for [appointment_date]".
Add the send SMS action
Add the message to send
Testing your setup
Validate SMS - check if the test contact receives the SMS correctly. Verify the content, personalization (if used), and timeliness. Check agent logs for confirmation.
Troubleshoot - if messages fail or are incorrect, review the trigger conditions, message template, and agent flow logic. Retest after adjustments.
Advanced features with related tools
Calendar integration - synchronize SMS notifications with tools like Google Calendar or Outlook to confirm events and provide reminders visible across platforms.
CRM integration - tools like HubSpot or Salesforce logs SMS interactions directly into customer records, creating a complete communication history. It also leverages CRM data to personalize SMS messages, such as for marketing campaigns or targeted reminders.
Analytics - leverage insights from SMS notification trends to identify peak engagement times and optimize workflows.
Create appointment
The create appointment action enables the AloAi Agent to schedule appointments directly into integrated calendars (like Google Calendar or Outlook). It helps manage scheduling across different time zones, ensuring accuracy and avoiding conflicts. While focused on creation, the agent logic can be designed to handle update/cancel requests leading to this or other actions.
Before you start
Integrate your Google Calendar (or other supported calendars) through the Aloware integrations menu. This keeps appointment availability accurate and prevents scheduling conflicts.
How to set it up
Design prompts - create conversation flows where the agent asks for and confirms all necessary appointment details: date, time, duration, topic, attendees, and crucially, the customer's time zone.
Example prompt for time zone: "Okay, 2 PM. Could you please confirm which time zone you're in so I book that correctly?"
Configure appointment details - after adding the
Create Appointmentaction:Within its settings, specify the Assign to User.
Configure appointment details
Assign to user - specify which Aloware user the appointment is for.
Parameters - input subject, date/time (can often use variables captured from the conversation), duration, and description.
(Recommended) add confirmation - immediately after the Create Appointment action, add a Send SMS action to automatically confirm the details with the contact.
Define prompts for appointment tasks like scheduling or rescheduling
Testing your setup
Simulate scheduling - run test calls requesting to book an appointment. Provide date, time, and time zone details. Also, test rescheduling/cancellation flows if you've built them.
Verify calendars - check both the Aloware Calendar and your integrated external calendar (e.g., Google Calendar) to ensure the appointment appears correctly with the right details and time zone conversion.
The appointment is synced with the Aloware Talk calendar
The appointment is also synced with the integrated Google Calendar
Check confirmations - ensure any confirmation SMS/emails are sent and accurate.
Once configured, agents can seamlessly integrate the AloAi Agent into their daily operations to streamline appointment management:
View and manage appointments - agents can access the Aloware Calendar to view all appointments scheduled by the AloAi Agent, review appointment details, follow up with participants, and track updates or cancellations, ensuring no opportunities are missed and schedules stay organized.
Communication tools - Aloware incorporates AloAi Voice Analytics, allowing agents to review call recordings and interaction reports between the AloAi Agent and contacts. This feature ensures visibility into appointment scheduling conversations, so agents can follow up effectively or address any issues.
Analytics and insights - admins can analyze appointment data to spot trends like peak scheduling times or popular meeting requests. Use these insights to allocate resources efficiently and streamline operations.
Add contact disposition
The add contact disposition action automatically tags interactions with an outcome label (disposition) like 'Interested', 'Needs follow-up', or 'Not Interested'. This helps categorize conversations, segment contacts, and trigger appropriate follow-up actions. Dispositions sync in real-time with integrated CRMs (HubSpot, Salesforce, etc.).
Before you start
Verify that your CRM, such as HubSpot or Salesforce, is properly synchronized with Aloware to maintain consistent disposition tagging.
How to set it up
Define trigger points - determine where in the conversation flow the agent should assign a disposition (e.g., after asking about interest level, at the end of the call based on outcome).
Select disposition - once the add contact disposition action is added, choose the specific disposition tag from your predefined list within its configuration settings.
Add the dispositions
(Optional) combine actions - add subsequent actions triggered by this disposition. For example:
If disposition is 'Interested', add a 'Create appointment' action.
If 'Needs follow-up', add an 'Add contact tag' action for follow-up segmentation.
If 'Not Interested', perhaps add the contact to a specific "Do Not Disturb" list using 'Add contact to a list'.
Testing your setup
Simulate interactions - run test calls and check if the agent applies the correct disposition based on the simulated conversation.
Validate workflows - if you combined actions, ensure the subsequent steps (e.g., appointment creation, tagging) trigger correctly after the disposition is applied.
Verify CRM sync - check the contact record in your integrated CRM to confirm the disposition tag appears correctly.
Important considerations
Mandatory disposition tags - define disposition tags that are relevant to your campaigns and ensure they are properly mapped to CRM fields for consistent reporting. Tagged contacts can be added to sequences or the power dialer to automate follow-ups.
Permissions and access - confirm that team members have the required permissions to view, update, or use disposition tags. Proper access settings support secure and efficient collaboration.
Compliance with data privacy regulations - when tagging contacts, follow all applicable data privacy laws. Include consent prompts during interactions if required. To manage DNC (Do Not Call) tagging, refer to this guide.
CRM Integration - align disposition tags with your CRM fields to ensure consistency and accuracy when syncing data. Refer to this guide on HubSpot contact property mapping for detailed instructions.
Add contact to a list
The add contact to a list action automatically adds the current contact to one or more specific static Aloware lists. This action is ideal for segmenting contacts based on interaction outcomes, enabling targeted campaigns, specific follow-up sequences, or better organization.
Before you start
Define and create the target Aloware lists beforehand. You will need to select from existing lists when configuring this action within the agent flow. Read this guide to learn how to create lists in Aloware.
How to set it up
Define trigger points - identify the precise moments in your conversation flow where adding a contact to a list is appropriate (e.g., after confirming interest in a specific service, completing a survey).
Select List(s) - after adding the +Add contact to a list action to your flow, configure it by choosing the desired List Name(s) from the available options presented in the action's settings panel. You can often select multiple lists.
Testing your setup
Verify list membership - navigate to the relevant list(s) within Aloware to confirm that the test contact has been successfully added.
Important considerations
List purpose - ensure the selected lists align with your segmentation or campaign goals.
Automation power - use this tool to automatically build audiences for Aloware Broadcasts or Sequences.
Dynamic vs. Static - this tool typically adds contacts to static lists; dynamic list membership is usually based on contact properties.
Add contact tags
The add contact tags action assigns one or more descriptive tags (labels) directly to the contact's record in Aloware. Tags enable highly granular segmentation, detailed tracking of interaction specifics, and can serve as triggers for other workflows or filters.
Before you start
Consider your tagging strategy. While you can often create new tags directly when configuring the action, having a plan for consistent tag usage (e.g., ProductInterest_X, SupportTier_Gold) helps with organization and filtering later.
How to set it up
Define trigger points - determine the specific conversational cues or outcomes that should result in a tag being applied (e.g., customer mentions a specific keyword, asks about billing, completes a demo request).
Specify tag(s) to apply - once the add contact tags action is added to your flow step, configure it by entering or selecting the specific tag(s) you want to assign in the tool's settings panel. Multiple tags can usually be added.
Testing your setup
Simulate trigger scenario - interact with the agent using a test contact, ensuring the conversation hits the condition you defined for applying the tag(s).
Verify applied tags - check the test contact's profile details within Aloware Talk or the contact record to confirm the correct tag(s) have been successfully added.
Important considerations
Consistency is key - use a standardized naming convention for tags to make filtering and reporting easier.
Granular detail - tags are excellent for capturing specific details that might not warrant a full disposition or list change.
Workflow triggers - tags can often be used as criteria for starting Aloware Sequences or other automations.
Disengage contact
The disengage contact action provides a command for the AloAi Agent to gracefully end the current interaction (call or chat) from its side. This ensures a clean conclusion once the agent's programmed task is complete or the defined conversation flow reaches its natural end.
Before you start
Review your conversation flows to identify the logical points where the agent should terminate the interaction. This might be after providing requested information, confirming an action, or if the user indicates they need no further assistance.
How to set it up
Define end points - pinpoint the specific steps in your agent's logic that represent the conclusion of a conversation path.
Place the action - add the disengage contact action at these identified end steps within the agent flow builder. It's often best practice to place this action after a final closing statement from the agent (e.g., "Thanks for calling, goodbye!").
Testing your setup
Simulate conversation end - guide a test interaction through a path designed to reach the step containing the Disengage contact action.
Verify disconnection - confirm that the agent properly terminates the call or chat session as expected upon reaching this action.
Set contact as DNC (Do Not Contact) (for voice agents)
The set contact as DNC allows the agent to automatically mark contacts as Do Not Call (DNC) based on their request during an interaction. This instantly blocks all future outbound communications (calls, SMS) to that contact from Aloware and automatically excludes them from Sequences, Broadcasts, and the Power Dialer, ensuring compliance with regulations and customer preferences.
For more information on compliance and how DNC operates within Aloware, refer to our detailed guide on understanding DNC rules in Aloware.
Before you start
Ensure the agent is configured with the appropriate actions and prompts to identify and handle DNC requests effectively.
How to set it up
Design trigger prompts - identify specific phrases or intents that clearly indicate a DNC request (e.g., "Stop calling me," "Add me to your Do Not Call list," "Don't contact me again"). Configure your agent's logic to recognize these.
Add the action - in the agent flow, at the step immediately following the detection of a DNC request, click +add action and choose set contact as DNC.
Testing your setup
Simulate request - use a test contact and clearly state one of your defined DNC trigger phrases during a call with the agent.
Verify status - after the call, check the test contact's profile in Aloware Talk. Confirm that the DNC indicator is active and attempts to initiate outbound calls/SMS are blocked.
Integration with other tools
The set contact as DNC action integrates seamlessly with other features within the Aloware platform, ensuring accurate and consistent operation across your business tools.
Contact management database - when a contact is marked as DNC, the change is instantly reflected in the contact database. This centralizes the update and ensures all users working within Aloware are working with accurate, compliant records. Learn more about HubSpot’s DNC contact property synchronization.
Communication tools - features like the Power Dialer, Broadcasts, and Sequences automatically exclude contacts marked as DNC. This streamlines operations by eliminating the need for manual filtering and reduces the risk of accidental non-compliance.
Analytics and reporting - DNC actions are logged and can be used for compliance reporting, providing an audit trail and insights into communication preferences. This helps businesses demonstrate adherence to regulations if needed.