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AloAi Agent actions – Admin setup walkthrough (Voice & Text Agents)

AloAi Agent Actions in Aloware manage voice and text interactions, route calls, send messages, capture data, and automate follow-ups.

Written by Laarni D
Updated in the last hour

AloAi Agent Actions in Aloware allow admins to automate how calls, messages, and customer data are handled during interactions.

After setup, actions run inside the conversation flow. This means the AI agent can capture data, route calls, send messages, or trigger workflows without manual input from agents.

Everything is controlled through the Instructions panel, where admins define when an action should trigger and what should happen next.

What this looks like in use

A typical workflow happens automatically during a call or conversation.

A customer calls or sends a message. The AloAi Agent responds and follows the configured instructions.

If the customer provides details, the agent saves them to contact properties. If they request help, the agent can route the call, send a message, or create a ticket.

Once the interaction ends, outcomes like dispositions, notes, and tags are applied automatically. Follow-ups such as SMS or sequences can also be triggered without manual work.

Set up AloAi Voice Agent Actions

AloAi Agent Actions are configured inside the AloAi Agent in Aloware.

This is where you define how the AI behaves during calls and messages by adding actions and setting when they should trigger. All setup is done in the agent’s Instructions panel, where actions are added, configured, and tested.

Step 1: Open the AloAi Agent

  1. Go to Aloware Admin → AloAi Agents.

  2. Select an existing agent or create a new one.

Step 2: Access the Instructions panel

  1. Open the agent and navigate to Instructions.

  2. This is where all actions are added and controlled. Each action is triggered by a clear condition written in the instructions.

Step 3: Add an action

  1. Click Add Action and select the action you want to configure.

  2. After adding, define when it should trigger and what it should do.

Step 4: Save and test

  1. After configuring the action, click Save.

  2. Run a test call or message to confirm the action works as expected.

Configure AloAi Voice Agents (Call automation)

AloAi Voice Agents in Aloware handle how calls are managed from start to finish. This includes answering calls, routing them to the right person or team, and applying outcomes such as dispositions, tags, and notes after the call ends.

Call routing and handling

  1. Transfer call

    Moves an active call to the appropriate person, team, or external number. Use when conversations require human intervention.

    Setup:

    1. Add the Transfer Call action, then select the destination (user, ring group, or external line).

    2. In the Instructions panel, define clearly when the transfer should happen.

      Example: “Transfer the call to Sales if the customer asks about pricing.”

    3. Choose how the call is handed off:

      • Cold transfer – sends the call immediately

      • Warm transfer – introduces the caller before transferring

  2. Route to Extension

    The Route to Extension action allows callers to reach a specific user by entering or requesting an extension. This is useful for direct routing when the caller already knows who they need.

    Setup:

    1. Add the action and make sure all users have assigned extensions.

    2. In the Instructions panel, define when the agent should prompt for or accept an extension.

  3. Route to HubSpot Deal Contact Owner

    The Route to HubSpot Deal Contact Owner action sends the call to the contact’s assigned owner in HubSpot. This helps maintain continuity by connecting callers with the person already handling their account.

    Setup:

    1. Connect HubSpot in integrations, then select the appropriate pipeline and fallback inbox.

    2. In the Instructions panel, define when this routing should happen.

      Example: “Connect the caller to their account manager when requested.”

Call outcomes and tracking

  1. Add Call Disposition

    The Add Call Disposition action records the outcome of a call, making it easier to track results and report on call activity.

    Set up:

    1. Add the action and define the list of dispositions (e.g., Connected, No Answer).

    2. In the Instructions panel, write a clear condition for when each disposition should be applied.

      Example: “If the customer does not answer, set disposition to No Answer and end the call.”

    Important:
    This must be placed before the call ends or transfers.

  2. Add Communication Tag

    The Add Communication Tag action labels interactions based on intent, helping with filtering, reporting, and inbox organization.

    Setup:

    1. Add the action and define tags that match common scenarios (e.g., Sales, Support, Inquiry).

    2. In the Instructions panel, specify when each tag should be applied, and ensure tags align with how your team views and reports on conversations.

Contact and CRM updates

  1. Update Contact Property

    The Update Contact Property action captures and saves customer details during a call, ensuring information is stored directly in your CRM without manual input.

    Setup:

    1. Select the fields you want to update (e.g., name, email, phone).

    2. In the Instructions panel, define when the data should be captured.

      Example: “If the customer provides their email, save it to the Email field.”

  2. Add Contact Disposition / Tag / List

    This action helps organize contacts after a call by assigning statuses, tags, or adding them to lists for follow-ups and segmentation.

    Setup:

    1. Add the action and define what should be applied:

      1. Status (Qualified, Closed, etc.)

      2. Tags

      3. Lists

    2. Set clear triggers for each condition.

Messaging and engagement

  1. Send SMS

    The Send SMS action delivers a message to the customer during or after a call, helping continue the conversation or provide follow-up details.

    Set up:

    1. Add the action and write your message template. You can include variables like [FirstName] for personalization.

    2. In the Instructions panel, define when the message should be sent.

  2. Leave Voicemail

    The Leave Voicemail action handles unanswered calls by sending a recorded or predefined message to the recipient.

    Setup:

    1. Add the action and optionally configure a custom voicemail message.

    2. Define when it should trigger (e.g., no answer), and set notification recipients if needed.

  3. Summarize Conversation as Note

    The Summarize Conversation as Note action automatically creates a summary of the call and saves it to the contact record.

    Setup:

    1. Add the action and define when it should run—typically after the call ends.

    2. The summary is then logged in the contact timeline without manual input.

Automation and integrations

  1. Enroll to Sequence

    The Enroll to Sequence action adds a contact to a follow-up workflow, allowing automated outreach after the call.

    Setup:

    1. Select the sequence, then define in the Instructions panel when a contact should be enrolled.

  2. Create HubSpot Ticket

    The Create HubSpot Ticket action automatically logs a support case in HubSpot when a customer needs assistance.

    How auto-ticket creation works

    When a live transfer is initiated, the system creates a ticket in the background without interrupting the call. The following actions take place:

    1. Customer identification - The system collects the customer’s name and account number during the call. If an account number is not provided, the address is used instead.

    2. Conversation summary - The ticket description is populated using an AVA-generated summary. If AVA is not enabled, the system uses the AloAi Notes Summary as a fallback.

    3. Troubleshooting context - All troubleshooting steps completed by the bot are recorded in the ticket. This may include actions such as confirming a modem reboot or identifying unresolved issues.

    4. Ticket assignment - The ticket is assigned to the selected Pipeline and Ticket Status based on the configuration set in the AloAi Action.

    5. Instant visibility - Once created, the ticket becomes immediately available in HubSpot and can be accessed by the receiving agent during the handoff.

    If the call is resolved by the bot and no transfer occurs, a ticket is not created.

    Setup:

    1. Connect HubSpot, then choose the pipeline and ticket status.

    2. In the Instructions panel, define when a ticket should be created (e.g., when a customer requests support). Pair this with a call transfer if escalation is required.

    Explore how the setup works in practice, including when tickets are created and how calls are handled by the bot. Check the interactive demo here.
    ​

  3. Execute Custom Function

    The Execute Custom Function action triggers external workflows through API calls, allowing deeper integrations beyond standard features.

    Setup:

    1. Define the function and specify when it should run in the Instructions panel.

    2. Test thoroughly to ensure the function executes correctly and returns the expected response.

Compliance and contact control

  1. Disengage Contact

    The Disengage Contact action stops outreach to contacts who are inactive or should no longer receive communication.

    Setup:
    Define the condition or trigger for disengagement (e.g., after multiple failed call attempts or inactivity).

  2. Set Contact as DNC

    The Set Contact as Do Not Call (DNC) action ensures a contact will no longer receive calls, complying with regulations and customer preferences.

    Setup:

    1. Add the action and specify the trigger (e.g., “stop calling me”).

    2. Once applied, all future communication to that contact is automatically blocked.

Configure AloAi Text Agents (SMS & Chat Automation)

Text Agents manage structured messaging and automated conversations, ensuring contacts receive timely, organized, and relevant interactions. These agents help maintain continuity by automating workflows while keeping customer engagement personal.

Structured messaging

  1. SMS Sequence

    The SMS Sequence action runs a predefined flow of messages, guiding contacts step by step through a conversation. It can include expected responses and data capture, allowing for structured, automated engagement.

    Setup:

    1. Add the SMS Sequence action to your agent.

    2. Define each step:

      • Message content – the text sent at this stage.

      • Expected response (optional) – the reply required to move forward. The AI evaluates if the contact’s reply matches the condition.


        ​Examples: “Any positive response,” “A valid email,” “A date or time preference.” Leave blank to continue on any reply.

      • Data capture (optional) – stores information from the reply in a contact property. Requires an expected response.


        ​Examples: “What is your email?” → save to email; “What is your name?” → save to first_name.

      • If needed, you can include multiple messages within the same step by using + Add message. This allows you to send a short series of messages in sequence before waiting for a reply.

    3. Add a completion message – provides closure or instructions after the final step.

    The sequence pauses for a reply before moving to the next step, ensuring that interactions remain context-aware.

    Example: “Send Step 1 greeting message, wait for reply, capture email if provided, then proceed to Step 2 with product info.”

  2. Send SMS

    The Send SMS action sends a one-time message to a contact. This is ideal for notifications, confirmations, or short updates.

    Setup:

    1. Add the Send SMS action.

    2. Define the message template.

    3. Set the trigger condition for sending.

      Example: “Send appointment reminder SMS when a booking is confirmed.”

Contact and data management

  1. Update Contact Property / Tags / Lists

    These actions store and organize contact information captured during conversations. They help keep your CRM data up-to-date and ensure contacts are properly segmented for follow-ups.

    Setup:

    1. Add the action and select fields, tags, or lists to update.

    2. Define when data should be captured during the interaction.

      Example: “If the contact provides their phone number, save it to the Phone property and add them to the New Leads list.”

Engagement and scheduling

  1. Manage appointment

    The manage appointment action handles bookings, rescheduling, and cancellations via SMS. This keeps calendars synchronized and reduces manual scheduling errors.

    Setup:

    1. Add the manage appointment action.

    2. Assign the relevant calendar.

    3. Define triggers for booking, updates, or cancellations.

    4. Ensure calendar integration is active.

      Example: “If the contact replies ‘Reschedule’, update the calendar and send confirmation SMS.”

  2. Enroll to sequence

    The enroll to sequence action adds contacts to a follow-up workflow automatically. This maintains engagement and ensures no leads are missed.

    Setup:

    1. Select the sequence to enroll contacts.

    2. Define the trigger condition for enrollment.

      Example: “Enroll the contact in the onboarding sequence after they respond to the welcome message.”

  3. Disengage Contact/ Set DNC

    These actions control communication eligibility, ensuring compliance and preventing unwanted messages.

    Setup:

    1. Define when a contact should be excluded from messaging.

    2. Ensures compliance and prevents unwanted communication.

      Example: “If a contact replies ‘Stop’, mark as DNC and stop all further messaging.”

Integrations

  1. Create HubSpot ticket

    The Create HubSpot Ticket action automatically generates a support ticket for conversations that require follow-up, ensuring issues are tracked and resolved.

    Setup:

    1. Connect HubSpot in integrations.

    2. Select the pipeline, ticket status, and triggers.

    3. Optionally pair with routing actions for escalations.

      Example: “Create a support ticket if a contact asks for technical assistance via SMS.”

  2. Execute custom function

    The Execute Custom Function action triggers external workflows or API calls during text interactions. This allows automation beyond standard messaging, such as updating third-party systems or triggering notifications.

    Setup:

    1. Define the function and trigger condition.

    2. Test thoroughly to confirm correct execution.

      Example: “Call an API to update the contact’s loyalty points when they respond with a purchase confirmation.”

Validating the setup

After configuring your Voice and Text Agents, it’s important to verify that all actions and workflows are functioning correctly.

Steps:

  1. Start with a test call or text message.

  2. Trigger each configured action, including:

    • Call routing and transfers

    • SMS sequences or one-time messages

    • Contact property updates, tags, and lists

    • Call or message dispositions

  3. Confirm that:

    • Data is saved accurately in the contact record

    • Calls route to the correct user, group, or owner

    • Messages are delivered at the right time

    • Tags, dispositions, and sequences are applied correctly

Tip: Perform multiple test scenarios to cover common customer interactions.

If all actions execute as expected, your AloAi setup is ready for daily use.

What to keep in mind

  1. Actions in AloAi only execute when instructions are clear, specific, and placed before any call- or conversation-ending steps.

  2. Avoid creating duplicate or conflicting conditions, as these can disrupt workflows.

  3. Always test your setup after updates to confirm that calls route correctly, messages send, and data is recorded properly.

  4. Ensure all integrations, such as CRM systems and calendars, are active and synced.

  5. Keep instructions short, deterministic, and easy to follow for reliable automation.

Related Articles
Lines: Line triggers
Assigning inbound lines to an AloAi Agent
AloAi Agents: How to enroll and manage contacts
How to enable and use post-call actions in AloAi voice agent
Getting started with AloAi Agents: Setup, configuration, and features
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