JustCall

Custom actions call the customer's APIs with their own endpoint and request headers, such as an Authorization token, before a call to load CRM, billing or order data into call variables and during it to create CRM records, update lead status or trigger internal automations. Built in actions book appointments, send SMS during or after the call, transfer to people or groups and assign disposition codes. Every agent handled call logs with its summary and action items to HubSpot, Salesforce, Pipedrive, ActiveCampaign, Zendesk, Copper, Help Scout, Keap or Slack.

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Actions run in three stages, before, during and after the call, executing in the listed order so one action's variables can feed the next. Call workflows place the agent under a missed call, after hours, queue overflow or IVR branch, and different keypad options can send callers to different agents. Inside a call, each agent follows one written call flow of greeting, questions, intent handling and closing, with no branching conversation graph or handoff from one agent to another.

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Knowledge bases are named, reusable stores that combine up to 500 web pages with an optional refresh every 24 hours, up to 40,000 characters of text, up to 500 question and answer pairs and up to 10 files such as PDFs. They can be edited, duplicated, assigned to agents, refreshed and deleted, and each agent can also hold up to 50 FAQs and business context. When the agent answers from the knowledge base, the call transcript shows exactly which part of which source it used.

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Transfers fire when a caller asks for a person or a set trigger is met: a cold transfer connects directly to a team member, group or number, while a warm transfer holds the caller and gives the team member a spoken summary and handoff message first. Intelligent routing sends callers to their CRM contact owner, and outbound calls carry consent requirements set in the API request. No step holds an agent action for a person to approve before it runs.

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A trust center lists SOC 2 with a 2025 to 2026 bridge letter, ISO 27001:2022 with its statement of applicability, HIPAA, PCI DSS v4.0 and CSA STAR Level 1, with reports available on request. Admins create custom roles with chosen permissions and scope, and only owners, admins or users with billing rights can buy the agent add on. Multifactor authentication, single sign on through Google, Microsoft or SSO, and audit logging round out account controls.

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For each completed call, the voice agent data endpoint returns the agent, call direction, action count and details of every action executed, and the transcript marks which knowledge base source the agent drew on for each answer. Call logs show duration, resolution status and timestamps, and per agent analytics track total calls, AI resolution rate, human handover rate, actions executed by type and time saved for inbound and outbound calls. Account level audit logging sits alongside these.

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Variables in the Data and Variable Manager hold details such as the caller's name, reason for calling and appointment time for the length of a call, filled from the conversation, from API parameters on outbound calls, or from before call actions that fetch CRM and billing records. After the call, caller details and structured data are extracted and logged to the CRM, which is where history lives. Nothing the agent learns is kept in a memory of its own and read back on the next call.

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The service is based and hosted in the United States, with call recordings and related personal data stored in US data centers on AWS and transfers out of the EEA covered by contract. There is no region choice, private cloud or on premise option for the AI Voice Agent, and regional pricing in dollars, pounds, Australian dollars and euros changes billing, not where data lives.

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Fifteen templates across education, energy, finance, healthcare, real estate and software create a working agent with its script, actions and flow in place, from student onboarding and solar appointment scheduling to 24/7 patient support and demo booking lead qualification. Product pages package the agent as an AI SDR, AI receptionist and AI customer service agent, and a Build with AI option drafts an agent from a plain description.

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Inbound calls reach an agent on its own JustCall number, through forwarding from an existing line, or from call workflow branches for missed, after hours, queue overflow and IVR choices, including callbacks from Sales Dialer campaigns. Outbound calls start from the REST API with dynamic variables and consent fields once outbound access is switched on, from HubSpot workflows, or from the JustCall node in n8n. Agents answer around the clock in 14 languages and switch language mid call.

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The language model behind the agent is neither named nor selectable, and every agent model tier supports the same 14 languages, from US, UK and Indian English to Brazilian Portuguese and Turkish, with automatic detection that switches language mid call. What teams can change is the voice: a cloned voice from their own recordings or one picked from the ElevenLabs community library, plus responsiveness and interruption sensitivity sliders and background sound.

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The JustCall REST API v2.1, authenticated with an API key and secret, lists voice agents with their actions and numbers, starts outbound agent calls with dynamic variables, and returns per call agent data, alongside calls, SMS, contacts and webhook subscriptions. A hosted MCP server at mcp.justcall.host/mcp gives assistants such as Cursor, Windsurf and Claude Desktop direct access to the same API with bearer authentication, and an n8n node covers no code automation.

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A Test Voice Agent button lets a team call the agent before it has a number, and generated templates and drafts can be previewed and edited before going live. After launch, analytics on resolution and handover rates, transcripts that cite the knowledge source behind each answer and call logs show where the agent falls short. There is no scored test set, simulated caller or quality gate in the release path.

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On outbound calls the agent can work through another company's phone menu with the IVR Navigation action, and it reaches business systems through API actions; it does not drive a browser or desktop. Web pages reach the agent by being added to a knowledge base and refreshed on a schedule, which builds its reference content rather than navigating sites during a call.

Sourcehelp.justcall.io/en/articles/13348548-ai-voice-agent-actionsread 2026-10-18