CloudTalk

Tools let an agent call any REST endpoint during a call, each defined with a name, a description of when to use it, a holding message, the method and endpoint, headers such as Authorization, and path or body parameters filled from the conversation, so it can fetch order tracking, reschedule a booking, update a CRM contact or trigger a refund. The appointment booking skill checks a connected Google Calendar or Microsoft Outlook calendar and creates the event while the caller waits, scenarios can fire a tool or an SMS, and extracted results post to the CRM call note.

Sourcehelp.cloudtalk.io/en/articles/11275049-tools-for-voiceagentread 2026-10-18

Within one agent, a goal prompt combines with skills (transfer to human, take a message, extract information, answer questions, appointment booking and custom skills) and scenarios that pair a situation with a reply and an optional hang up, SMS or tool call. Inbound agents sit as a step in Call Flow Designer, and a transfer can end the agent's part and continue down the flow's answered branch for condition based routing. There is no branching conversation graph inside the agent or handoff from one agent to another.

Sourcehelp.cloudtalk.io/en/articles/14072758-voiceagent-skillsread 2026-10-18

Knowledge bases are built from uploaded files such as product manuals, from URLs, or from content typed in manually, and are processed to be searchable as the agent answers. They live in their own section of the dashboard, can be created during agent setup or separately, and are linked to one or more agents by ID, so the same price list or policy document can serve a receptionist and a support agent. Templates leave the knowledge base empty for each business to fill.

Sourcehelp.cloudtalk.io/en/articles/11204159-knowledge-base-for-voiceagentsread 2026-10-18

The transfer to human skill sends callers to a named agent, a ring group or onward through the call flow when a condition is met, delivering a context card to the receiving rep's desktop, and if nobody answers the caller stays with the agent, which knows the transfer failed. Guardrails fix the exact answer for sensitive situations, agents can announce that they are AI, and outbound use comes with TCPA guidance. No step holds an agent action for a person to approve before it runs.

Sourcehelp.cloudtalk.io/en/articles/14752325-transfer-to-human-voiceagent-skillread 2026-10-18

A trust center holds a SOC 2 Type II report, an ISO 27001:2022 certificate and report, a PCI DSS self assessment questionnaire, the CSA STAR questionnaire, HIPAA and GDPR materials and a DPA, alongside EU and UK data privacy framework listings. Customers sign in through single sign on with Microsoft Azure, Okta or OneLogin, and admins assign user roles with set access privileges. Call recordings and transcripts are encrypted and are not used to train outside AI models.

Sourcetrust.cloudtalk.ioread 2026-10-18

Agent calls appear in call logs and analytics under the agent's name, with recordings and transcripts on the call details page for accounts on the Conversation Intelligence package, and extracted results arrive as a JSON object in the CRM note and a webhook event. The dashboard shows how many calls the agent resolved and handed over, and the AI Specialist plan adds live and post call analytics. Tool requests and their responses are not shown step by step, and no audit log of agent changes is described.

Sourcehelp.cloudtalk.io/en/articles/11053795-getting-started-with-voiceagentsread 2026-10-18

During a call the agent works from the conversation, custom variables supplied when an outbound call is triggered or a test call is placed, and caller details matched from connected CRMs. After the call it extracts the information a business asks for into a JSON result that is posted to the CRM. Nothing the agent learned is stored in a memory of its own and read back on the caller's next call.

Sourcehelp.cloudtalk.io/en/articles/11904658-exporting-voiceagent-call-results-to-crm-integrationsread 2026-10-18

Infrastructure runs on AWS in Germany, the US, Singapore, Australia and Brazil, with core databases in Germany, and the agent page refers to controls for data residency, retention and consent. There is no documented way for a customer to pick a region, and voice agent recordings are processed by speech providers in the US. The service is multi tenant cloud only, though the phone system can bring its own carrier.

Sourcecloudtalk.io/sub-processorsread 2026-10-18

A template gallery grouped by category, such as Reception and Support, creates a fully configured agent with goal prompt, greeting, skills and scenarios already in place, so a team only adds a name, language, voice and its own knowledge. Documented templates include an AI Receptionist, during hours and after hours receptionists, and an Appointment Scheduler with prebuilt booking, confirmation and objection handling skills, plus a Cal.com tool example.

Sourcehelp.cloudtalk.io/en/articles/11053795-getting-started-with-voiceagentsread 2026-10-18

Inbound agents answer on CloudTalk numbers from more than 160 countries wherever a call flow sends them, including after hours and overflow branches. Outbound calls start from the VoiceAgents API endpoint with call data the agent uses in conversation, and documented recipes fire it from HubSpot, Salesforce Flow, Microsoft Dynamics 365, Zendesk, Freshdesk, Freshservice, Freshworks CRM, Pipedrive, Zoho CRM, Zoho Desk, Kustomer, Zapier and Make, while the MCP server can trigger a call from an assistant. Agents speak more than 70 languages and accents.

Sourcehelp.cloudtalk.io/en/articles/11401649-voiceagents-for-outbound-callsread 2026-10-18

Models are picked automatically by default, and admins can pin a specific one in Expert Mode, choosing among OpenAI GPT 4o, GPT 4.1 and GPT 5 families including GPT 5.1, Anthropic Claude 3 Haiku, Claude Haiku 4.5 and Claude 3.7 Sonnet, and Google Gemini 2.0 Flash Lite and Gemini 1.5 Pro. The same JSON configuration sets voice stability and similarity, tone presets and reply length, and voices can be filtered by language, accent, gender and age.

Sourcehelp.cloudtalk.io/en/articles/15933044-voiceagent-expert-moderead 2026-10-18

The CloudTalk REST API includes Voice Agents endpoints for starting agent calls, and signed webhooks push call, contact, message, conversation intelligence and voice agent extracted data events. A hosted MCP server at mcp.cloudtalk.io/voice-agents, authenticated with an API key, exposes tools to create, list, read and update voice agents, create knowledge bases, create, update, assign and unassign agent tools, and trigger agent calls, with sibling servers for analytics, contacts and agent assist.

Sourcehelp.cloudtalk.io/guides/mcp/tools.mdread 2026-10-18

A test call option during setup and editing has the agent ring the builder's own phone, filling any custom variables first, so greeting, skills and routing can be checked before the agent joins a live call flow. Conversation intelligence call scoring rates calls against a team's scorecard, aimed at rep coaching, and the AI Composer edits the agent from plain instructions. There are no saved test scenarios or scored simulations specific to the agent.

Sourcehelp.cloudtalk.io/en/articles/11053795-getting-started-with-voiceagentsread 2026-10-18

Agents act through API tools, calendar connections and CRM exports, and nothing in the product drives a browser or desktop on the agent's behalf. A URL added to a knowledge base is processed into searchable content before calls rather than browsed during them, and the dashboard and MCP server are interfaces for people and assistants to manage agents, not screens the agent operates.

Sourcehelp.cloudtalk.io/en/articles/11204159-knowledge-base-for-voiceagentsread 2026-10-18