Functions are actions an AloAi Voice Agent runs during a call, such as transferring the call, sending an SMS, updating a contact field, or booking an appointment.
MCPs connect the agent to external MCP (Model Context Protocol) servers so it can use tools that live outside Aloware. Both are set up per agent in the Functions and MCPs panels on the Configure tab.
This article explains how to add functions, what each function does, and how to connect an MCP server.
To get there, open the Agents menu and click the agent’s name. The Functions and MCPs panels are on the right side of the Configure tab.
Open the agent from the Agents list.
The Functions and MCPs panels on the Configure tab.
Adding functions
The agent triggers a function based on what the caller says or the intent it detects, so it can complete tasks without human involvement. Write in the instructions when each function should run.
Open the agent and go to the Configure tab.
The Configure tab on the agent page.
In the Functions panel, click Add.
The Add button in the Functions panel.
In the Add Function window, select a category, then select the function. To find a function quickly, type its name in the search field at the top. The list filters as you type. Clear the search to return to the category view.
The search field and categories in the Add Function window.
Complete the function’s settings.
In the instructions box, write when the agent should run the function.
Click Save.
Each function you add appears as a function card with its name, a short description, and edit and delete icons. A badge shows how many functions are active.
The Functions panel with the Add button.
Place functions that record data, such as dispositions, notes, and tags, before any step that ends or transfers the call. Functions placed after the call ends do not run.
Action functions, such as Send SMS, do not run during a test call. See Testing and reviewing your agent.
For setup steps and examples for each function, see AloAi Agent actions: Admin setup walkthrough (Voice & Text Agents).
Available functions
Functions are grouped into seven categories in the Add Function window: Call Control, Contact Management, Communication, Call Management, Scheduling, Integrations, and Advanced.
The Add Function window with the categories.
Call control
This category has these functions:
The Call Control category in the Add Function window.
Leave Voicemail leaves a recorded or predefined message when a call reaches voicemail. You can write a custom voicemail message and choose who is notified.
Transfer Call moves the call to an inbox, a line, or a user. Under Transfer to, select Inbox, Line, or User, then choose the destination in the Target list. The list prompt matches your choice, such as Select a user. For how transfers work in Aloware, see How to use Aloware’s call transfer feature.
The Transfer Call form with User selected.
Route to Extension lets callers reach a specific user by entering or requesting an extension. Each user needs an assigned extension.
End Call ends the call once the conversation is complete.
Contact management
This category has these functions:
The Contact Management category in the Add Function window.
Add Disposition sets the contact’s disposition status based on the outcome of the call, such as Qualified or Closed.
Add Tags applies tags to the contact for segmentation and follow-up. The tag picker has a search box that matches by tag name, or by tag ID when you type a number.
Add to Lists adds the contact to a public or private list for campaigns or tracking.
Update Contact Field saves information the agent collects on the call to the contact record. See Saving caller details to contact fields.
Disengage Contact disengages the AI from the contact, so outreach stops for contacts who are inactive or should no longer be contacted.
Set Contact as DNC adds the contact to the Do Not Contact list.
Communication
This category has these functions:
The Communication category in the Add Function window.
Send SMS sends a one-time message during or after a call, such as a confirmation or follow-up. The message can include variables such as [FirstName]. Curly braces ({ }) can’t be used in the message text.
Add Communication Tag labels the call by intent, such as Sales or Support, for filtering, reporting, and inbox organization.
Call management
This category has these functions:
The Call Management category in the Add Function window.
Summarize as Note summarizes the conversation and saves it as a note on the contact.
Add Call Disposition records the outcome of the call, such as Connected or No Answer.
Scheduling
This category has these functions:
The Scheduling category in the Add Function window.
Manage Appointment creates, updates, or cancels appointments for the contact on the agent’s calendar. The calendar integration must be active. See Booking appointments during a call.
Enroll to Sequence adds the contact to an automated follow-up sequence.
Execute SMS Sequence runs an SMS sequence for the contact.
Integrations
This category has these functions:
The Integrations category in the Add Function window.
Create HubSpot Ticket creates a support ticket in HubSpot in the selected pipeline and ticket status. The ticket is created when the call is transferred to a live agent and includes the caller’s details, a conversation summary, and the troubleshooting steps the agent completed. If the agent resolves the call without a transfer, no ticket is created.
Route to HubSpot Deal Owner sends the call to the HubSpot deal contact owner. Select a pipeline and a fallback inbox for calls where no owner is available.
Advanced
This category has these functions:
The Advanced category in the Add Function window.
Custom Function calls a custom webhook endpoint to trigger external workflows. It appears as a tag in the instructions.
Dial Keypad sends DTMF digits. Enter a fixed sequence, or let the agent navigate IVR menus.
Code runs JavaScript in a sandbox during the call.
How contact functions show on the AloAi Agents card
When the agent stops working with a contact during a call, the AloAi Agents card on the contact’s profile in Aloware Talk shows the agent as Stopped with the reason:
Marked Do Not Contact: the agent used the Set Contact as DNC function during a conversation. To start again, click Re-enroll on the agent’s card. A confirmation shows that the agent marked the contact Do Not Contact, and the agent calls the contact when you confirm.
The agent ended the conversation: the agent used the End Call or Disengage Contact function.
Read the conversation before you click Re-enroll for an outbound agent, or Allow replies or Allow calls for an inbound agent. The contact may have asked to stop. For the card’s statuses and actions, see AloAi Agents: How to enroll and manage contacts.
Saving caller details to contact fields
Update Contact Field works with standard fields, such as email, and with your Custom Contact Fields, including Text, Number, Date, and Dropdown fields. You can name several fields in one prompt. Every field the agent collects is saved to the contact from the same call.
Add the Update Contact Field function.
In the instructions, add a Collect and update instruction for each field. Use the field name exactly as it appears in Contact settings, for example
{Collect and update: email}.If the agent should ask for a detail, such as the caller’s name when it is missing from the contact record, say so in the call flow of the instructions as well.
The agent saves a value when the caller gives one.
Booking appointments during a call
Manage Appointment uses the calendar connected to the agent. To connect a calendar, see Calendar integrations.
You do not need to write the current date or a calendar into the instructions. The agent receives today’s date in its timezone and a calendar that maps each weekday to its date.
When a caller names a relative day, such as “Monday,” “tomorrow,” “this Friday,” or “next Tuesday,” the agent:
Resolves it to the matching calendar date.
States the weekday and date back to the caller.
Checks availability and books on that date.
An appointment booked through Manage Appointment is saved on the Aloware contact record and appears in Talk. If the agent also has a direct Cal.com or Calendly connection, it books through Manage Appointment only.
Connecting to MCP servers
An agent can connect to an external MCP server and call that server’s tools during a live call. The agent acts as the MCP client: you give it the server’s URL and how to authenticate, and the agent can then use the tools that server exposes.
Whatever the server can do, such as look something up, create a record, or trigger a workflow, becomes an action the agent can take during the call, without that logic living inside Aloware.
Each connection is set up per agent.
The MCPs panel with the Add MCP button.
Open the agent and go to the Configure tab.
In the MCPs panel, click Add MCP.
Complete the fields described below.
Save the connection. The server’s tools are then available to the agent.
The Add MCP form has the fields described below.
The Add MCP form: name, URL, timeout, and authentication.
The Add MCP form: headers, query parameters, and Relay through Dashboard.
Add MCP form fields
Each field in the form works as follows:
MCP Name is a label for the connection in the agent’s configuration. Use a name that identifies the server.
MCP URL is the endpoint of the MCP server. The eye toggle masks or reveals the value, so treat it as sensitive.
The MCP Name and MCP URL fields.
Timeout (ms) is how long the agent waits for the server before giving up, in milliseconds. The default is 10000, or 10 seconds.
Authentication sets how the agent authenticates to the server:
The Timeout and Authentication fields.
Bearer Token (Headers) sends a bearer token as an HTTP header on each request. Add the token under Headers, for example
Authorization: Bearer <token>. This is the default.OAuth 2.1 authenticates through an OAuth 2.1 authorization flow instead of a static token.
No Authentication connects without credentials, for open servers.
Headers are HTTP headers sent with the connection request, entered as key and value pairs. Click New key value pair to add one.
Query Parameters are query string parameters appended to the MCP URL, entered as key and value pairs. Click New key value pair to add one.
The Headers and Query Parameters fields.
Relay through Dashboard controls where tool calls come from. When it is off, the default, the agent connects to the server directly. When it is on, calls route through the Aloware dashboard, which keeps the connection’s credentials server-side. Turn it on whenever the server’s credentials are sensitive.
The Relay through Dashboard toggle.
Security considerations
Letting an agent call external tools carries the same risks as any AI setup that uses tools. The main risk is prompt injection, where content the agent encounters, such as what a caller says or text in a document, includes instructions that try to make the agent call a tool it should not.
To reduce this risk:
Relay credentials through the dashboard. Turn on Relay through Dashboard for any server with sensitive credentials.
Use least privilege. Connect the agent to a server or key limited to what it needs.
Prefer read-first tools. Favor tools that read data before they write it, and require explicit intent for destructive actions.
Limit personal data. Tool calls can pass contact data to the external server, so send only what the task needs.
Test against non-production servers. Try a new connection against a sandbox or development server before using it on a live agent.
Troubleshooting MCP connections
If the connection does not work as expected, check these common causes:
The server’s tools are not available to the agent. Check that the MCP URL is reachable and the connection is saved. Confirm the authentication method and any required headers.
Authentication or 401 errors. Check the bearer token or your chosen authentication method, and confirm the token header is entered correctly under Headers.
Calls time out. Raise the Timeout (ms) value if the server is slow to respond.