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Voice AI

How to have Voice AI collect caller details and save them to the contact record

In AI Agents › Voice AI, open the agent, click New Action › Update Contact Field, pick the field (email, address, preference…) and decide whether the AI saves it during the call (confirming with the caller) or after the call (silently). Save and test.

Updated on

Before you start

  • Have your voice agent created in AI Agents › Voice AI.
  • If you want to store a detail that doesn't exist on the record yet (for example, "Service requested"), create the field first in Settings › Custom Fields.
Where to find it

AI Agents › Voice AI › Agent List › (open the agent) › New Action › Update Contact Field

Step by step

  1. Open AI Agents › Voice AI › Agent List and click the agent.
  2. Click New Action and choose Update Contact Field.
  3. Pick the field to fill in (email, city, address, a custom field…).
  4. Describe what the AI should collect and when, for example "ask for the caller's email so we can send the confirmation".
  5. Choose when the field is saved:
    • During the Call: the AI saves it right away and confirms the detail with the caller. Use this when you want the AI to repeat or verify the information (email, phone number).
    • After the Call: the AI saves it silently at the end, without interrupting the conversation or asking for confirmation. Use this for secondary details (city, preferences, notes).
  6. Save. The action appears as a card under the During the Call or After the Call tab.
  7. Repeat for each detail you want to collect and save the agent.
  8. Make a test call, give the agent the details and check the contact record in Contacts to confirm the fields were filled in.

Tips

  • Mix both timings: confirm during the call anything that can't be wrong, and leave supporting information for after the call. The conversation flows more naturally.
  • To view, edit or delete an action, use its card under the matching tab.
  • Collected data can feed workflows (for example, send an SMS based on the filled-in field) and smart lists.

Common problems

  • The field was empty after the call → The caller didn't give the detail or the instruction wasn't clear. Rewrite the action description stating explicitly what to ask, then test again.
  • The AI interrupts the conversation to confirm everything → All actions are set to During the Call. Move the less important ones to After the Call.
  • I can't find the field I want in the list → The custom field doesn't exist yet. Create it in Settings › Custom Fields and come back to the action.
  • The detail was saved to the wrong contact → The call was matched to another contact (shared number). Check the call log and fix the record.

Frequently asked questions

Can the AI send the details to another system during the call?

Yes, with the Custom Action, which sends a request (webhook) with the collected details to an external system. It usually needs technical help to set up.

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