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    Agent Tools

    Real actions Voicetta agents can perform, including SMS confirmations, owner notifications, owner enquiry emails, and WhatsApp messages.

    On this page

    Agent tools are explicit actions that a Voicetta agent can perform.

    Tools should be easy for humans to understand and easy for LLMs to call correctly.

    Why it matters for your business

    • Save money: automate small follow-ups without creating manual work.
    • Work faster: let the agent send confirmations while the Guest is still on the call.
    • Standardize service: tools follow the same consent and safety rules every time.
    • Delight every Guest: Guests leave the conversation with the detail they asked for.
    • Keep the owner informed: personal-inbound agents can SMS you a call summary without asking the Guest to relay it.

    Nothing should be hidden. If an agent can perform an action, the documentation should explain:

    • The real tool name.
    • When the tool is available.
    • What parameters it accepts.
    • What the agent must confirm before using it.
    • What the tool cannot do.

    Communication Tools

    send_sms_confirmation

    Sends a short SMS confirmation during a live call after the caller explicitly agrees.

    Availability:

    • SMS must be configured for the assistant.
    • The SMS voice tool must be enabled.
    • The caller must agree to receive the SMS.

    Parameters:

    • message: short SMS text to send.
    • recipient_phone_number: optional E.164 phone number. If omitted, Voicetta uses the caller phone number when available.

    Rules:

    • Do not include sensitive data, payment data, passwords, or secrets.
    • Confirm another recipient number before sending to it.
    • Do not mention the internal tool name to the caller.

    send_sms_notification

    Sends a call summary SMS to the business owner during a live voice call.

    Availability:

    • SMS must be configured for the assistant.
    • The SMS voice tool must be enabled.
    • Business setting sms_notification_number must be set.
    • The agent prompt must expose this tool (typical for personal-inbound templates).

    Parameters:

    • message: ready-to-send owner SMS body (summary of what the caller wants the owner to know).

    Rules:

    • The recipient is always sms_notification_number. The tool does not accept a recipient argument.
    • Use only after a meaningful note for the owner has been collected.
    • Do not include sensitive data, payment data, passwords, or secrets.
    • Do not mention the internal tool name to the caller.

    If the call ends before this tool runs, or the Guest continues by SMS/WhatsApp instead, Voicetta can still deliver an owner summary after processing. See Owner notification in AI Evaluations.

    send_email

    Forwards one complete enquiry to the business by email, for example a group booking, a conference, a wedding, or a corporate stay. Works on voice calls and in SMS/WhatsApp conversations.

    Availability:

    • At least one address must be saved in Agent → Tools → Email to the owner (up to 5).
    • Without an address the tool is not offered to the agent.

    Parameters:

    • subject: short one-line subject, for example Group booking: ACME, 12 rooms, 10-12 Nov.
    • message: plain-text enquiry with every confirmed detail: type, company, dates, number of rooms or guests, requested services, contact name, phone or email.

    What the owner receives:

    • The subject, prefixed with the business name.
    • The enquiry text.
    • A footer added by Voicetta: agent name, channel (phone call, SMS or WhatsApp), the caller's number, and the time in the business timezone.

    Rules:

    • The recipients are always the saved owner addresses. The tool does not accept a recipient argument.
    • Call it once per enquiry, only after the Guest agrees to forward it.
    • The same enquiry sent twice in one conversation is delivered once; the tool answers already_sent.
    • Safety limits: 5 owner emails per phone call and 10 per Guest per 24 hours on SMS/WhatsApp. They only stop runaway or abusive use; an enquiry with a few corrections stays well below them.
    • Delivery is retried automatically. Each email appears under Emails to the hotel in the conversation details, with its delivery status.
    • Do not mention the internal tool name to the caller.

    Example prompt section:

    text
    ## GROUP_CORPORATE_EVENT_FLOW Use for bookings of four or more rooms, corporate or contracted stays, conferences, meetings, weddings, banquets and other events. Goal: collect the essential details and send one complete enquiry to the hotel using send_email. Ask only for the next relevant missing detail, one question per turn: enquiry type and company name, dates, approximate number of rooms or guests, requested services, contact person's full name, and a confirmed phone number or email address. Once the details and at least one contact method are confirmed, summarise the request and ask for permission to forward it. After consent, call send_email exactly once with all confirmed details. On success, confirm the enquiry was forwarded and the relevant department will contact the guest. Do not promise a response time. On failure, ask to retry once; if it fails again, offer reception assistance.

    send_whatsapp_message

    Sends a short WhatsApp message during a live call after the caller explicitly agrees.

    Availability:

    • WhatsApp must be connected for the assistant.
    • WhatsApp messaging must be ready.
    • The caller must agree to receive the WhatsApp message.

    Parameters:

    • message: short WhatsApp text to send.
    • recipient_phone_number: optional E.164 phone number. If omitted, Voicetta uses the caller phone number when available.

    Rules:

    • Do not include sensitive data, payment data, passwords, or secrets.
    • Confirm another recipient number before sending to it.
    • Do not mention the internal tool name to the caller.

    WhatsApp Calls

    Inbound WhatsApp calls are supported.

    Customers can call the agent through WhatsApp and speak with the same voice agent experience.

    Outbound WhatsApp calling is not exposed as an active agent tool yet.

    The tool name call_whatsapp should not be documented as available until Voicetta can actually initiate outbound WhatsApp calls from the agent.

    Where to configure tool behavior

    Use Agent → Connections to connect SMS or WhatsApp. Use Agent → Tools to set the owner addresses for send_email. Use the prompt editor to tell the agent when a tool is appropriate. Set sms_notification_number under Settings → Business for owner delivery.

    Tools are not a shortcut around Guest consent. They are controlled actions the agent uses only when available and appropriate.

    Prompt Example

    text
    If the caller asks for confirmation and agrees to receive a message, send a short confirmation by SMS or WhatsApp using the available tool. Only send the message after the caller confirms. Keep the message short and do not include sensitive information. When the caller leaves a message for the owner, use send_sms_notification after the quality gate is satisfied.

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