Voice agents on the Rounded studio can leverage external tools and APIs to perform specific actions, improving efficiency and user experience. It’s essential to clearly specify when and how these tools should be invoked, ensuring seamless integration into conversations.

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Using Predefined Tools

Rounded offers predefined tools:

  • Transfer Call – Used to seamlessly redirect a call to another agent or department.
  • Hang Up – Ends the call politely once the interaction is complete.
  • Press keys – Allows the agent to press phone keypad buttons to generate DTMF tones for interacting with automated systems or entering information.
  • Wait – Allows the agent to wait, and to skip its turn.

Clearly indicate in your prompts when these tools should be used. For instance:

“If the user asks to speak to a manager, invoke the ‘Transfer Call’ tool.”

“Once all information is collected, invoke the ‘Hang Up’ tool.”

“If you are interacting with an IVR system, you can use press keys, and wait tools to navigate the IVR properly.”

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Transfer Calls Based on Custom Time Slots

This feature allows builders to configure call transfers based on specific time slots, defined through a JSON variable. The agent will refer to this file to determine when to transfer the call — or, if configured, hang up outside of transfer hours.

To create the JSON Variable, follow these steps:

  1. Go to the Variables section:

    • Click on Add variable
    • In the Type dropdown, select JSON

  2. Add the variable to the Call Context:

    • Add the variable under Variables from CSV or API (outbound calls) or Variables from API calls
    • You must initialize this variable with either:
      • A CSV document (uploaded during outbound call setup)
      • An API call that initializes the variable at call start
      • Through dynamic_variables_values parameter if the call is started using Rounded’s API

The variable content must respect the following JSON structure to be correctly interpreted by the agent.

Make sure the JSON follows this exact structure, with all times in UTC:

{
  "monday": [
    {"start": "08:00", "end": "12:00"},
    {"start": "14:00", "end": "18:00"}
  ],
  "tuesday": [
    {"start": "09:00", "end": "17:00"}
  ],
  "wednesday": [
    {"start": "08:00", "end": "12:00"},
    {"start": "14:00", "end": "18:00"}
  ],
  "thursday": [
    {"start": "09:00", "end": "17:00"}
  ],
  "friday": [
    {"start": "08:00", "end": "16:00"}
  ],
  "saturday": [],
  "sunday": []
}

Important: If the JSON is not properly formatted or not injected, the agent will assume it should transfer the call at all times.

Configure the Task

  1. Add the “transfer call” tool:

    • In the relevant task, insert the “transfer call” tool

  2. Enable “set transfer hours”:

    • Toggle “set transfer hours”
    • Link the previously created JSON variable to the input field on screen

  3. (Optional) Hang up outside of transfer hours:

    • If “hang up outside of transfer hours” is enabled, the agent will end the call and say a customizable filler phrase before doing so

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Creating Custom Functions

For more complex tasks, you can create custom functions that allow the agent to interact with APIs, process information, and seamlessly integrate the results into the conversation. Rounded’s platform interprets API responses, enabling the agent to deliver clear, human-friendly outputs without extensive scripting for all outcomes.

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1. Name

Start by providing a name to your tool. It should describe the operations made by the tool, so it’s more natural for the agent to call it at the appropriate time. For instance: get_availabilities, book_appointment.

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2. Description

Provide a description of the tool to the agent. For instance, the tool get_availabilities allows you to retrieve the medical practice availabilities.

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3. Filler Sentence

A sentence that is said by the agent each time it’s calling the tool. It helps decrease the perceived latency linked to the use of the tool.

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4. Tool Parameters

These are the parameters that need to be filled by the agent to call the tool. A tool parameter can be optional. Adding a description to the parameter allows the agent to have more context about the information to provide. These values will be used in the API Call settings described in the next section.

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5. API Call Settings

  • HTTP Method: Select the appropriate HTTP method based on the action you want the API to perform.
  • Endpoint URL: Provide the full URL of the API endpoint that the tool will interact with. Ensure that the URL is correct and accessible.
  • Content Types: Specify the format of the data being sent to and expected from the API. Authorized content types include: JSON and URL Parameters.
  • Headers: Define any necessary HTTP headers required by the API. Headers can include authentication tokens, content types, and other metadata.
  • API Parameters: Configure the parameters that the API requires to execute the request. Parameters can be constants, variables, or tool parameters.
  • API Response Mapping: If you need the tool to fill in variable values, map your API response to variables. Associate a value to the API response by providing its path from the response root using JSONPath.

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6. Special API Response Fields

  • Instructions (optional): If your API response contains an instructions field at the root, only this field will be provided to the agent as a tool return. This helps the agent focus and avoids unnecessary noise in the conversation. This field cannot be mapped for the moment.
  • agent_message (optional): If your API response contains an agent_message field at the root, the agent will directly say the content of this field. This field cannot be mapped for the moment.

Ensure that your webhook endpoint is secure and can handle the expected load of incoming events to prevent any data loss or service interruptions.