Have an agent make phone calls

Have an agent place a real phone call — confirm an appointment, qualify a lead, run a reminder — talk to the person, and hand you back a transcript and what it learned.

What you'll use

The agent outbound_call tool, which dials through the Communications Hub (Twilio voice). You give the agent a call objective and a number; it runs the conversation and reports back.

Steps

1. Prerequisite: make sure the Communications Hub is configured for your workspace (it's what actually places the call) and a voice-capable model is set. This is a one-time setup.
2. Give the agent the outbound_call tool (add it in the agent's tools).
3. When you want a call made, the agent calls the tool with a context (the system prompt / objectives for the call), a greeting (its opening line), and a target — either a phone number in E.164 form (+15551234567) or a party_id (it looks up that party's phone on file).
4. The call runs to completion; the agent gets back a transcript, duration, and detected intents (e.g. "confirmed", "wants callback"). A CommunicationEvent is recorded for the audit trail.
5. Want to dry-run first? The tool supports a preview mode that validates and shows the resolved call payload without dialing.

Result

Voice becomes just another thing an agent can do — driven by its objective, logged like any other interaction, and returning structured outcomes you can act on (route the lead, reschedule, follow up). Calls are initiated by the agent invoking the tool, so they fit naturally into a workflow rather than a manual dialer.

Inbound calls are supported too via the Communications Hub's voice webhooks — so an agent can answer as well as place calls once the Hub is wired up.