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Call tools are built-in functions that allow your agent to perform phone actions during a conversation. Unlike HTTP or MCP integrations that connect to external services, these tools are built directly into Diga’s telephony system.

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Available Tools

There are currently two call tools you can enable in your agents:

Transfer

Transfers the call to another phone number

Hang Up

Ends the call in a controlled manner
Conversational Path AgentsIn agents with conversational paths, these tools are implemented through dedicated nodes within the flow.Learn more in Node Types.

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Transfer Calls

The transfer tool allows the agent to redirect the call to another phone number or phone extension. This is useful for escalating conversations to human agents or specific departments.

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How it Works

When the agent executes the transfer tool:
1

The agent identifies the need to transfer

Based on the conversation context or specific conditions
2

The transfer is executed

The call is redirected to the configured phone number
3

The agent call ends

Once the transfer is made, the agent disconnects

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Configuration

To enable transfer in your agent:
  1. Access your agent’s configuration
  2. Go to the Tools tab
  3. Enable the Transfer tool
  4. Configure the tool. You can define:
    • Redirect number: The number to which the call will be transferred.
    • Redirect extension: If you use a PBX system, you can define an internal extension. If you don’t specify a redirect number, the extension will be made with that same number.
    • Transfer description: Explanation of when the agent should use the tool

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Common Use Cases

When the user requests to speak with a person or the agent can’t resolve the query, transfer the call to a human support team.Prompt example:
Route calls to different departments based on the type of query (sales, support, billing).Prompt example:
Transfer only when certain conditions are met, such as after-hours or complex cases.Prompt example:

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Hang Up Calls

The hang up tool allows the agent to end the call in a controlled and natural manner when the conversation has concluded.

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How it Works

The agent can decide to end the call when:
  • The conversation has fulfilled its objective
  • The user indicates they don’t need more help
  • All user queries have been handled
  • A situation is detected that requires ending the call

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Configuration

To enable the hang up function:
  1. Access your agent’s configuration
  2. Go to the Tools tab
  3. Enable the Hang Up tool
  4. Configure the condition to define when the agent should use the tool

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Best Practices

Natural goodbyes

Make sure the agent always says goodbye politely before hanging up. Include instructions in your prompt to confirm the user doesn’t need anything else before ending.
Prompt example:
Avoid hanging up abruptlyNever configure the agent to hang up without first confirming with the user. This creates a poor experience and can make users feel ignored.

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Looking for voicemail detection?

The old Voicemail Detection tool has been replaced by a more complete configuration under Customization → Call settings: voicemail detection with a customizable message, and automatic phone menu navigation. Agents that had the tool assigned were migrated automatically. Learn more in Voicemail & Phone Menu Detection.

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Next Steps

Add integrations

Connect external APIs and MCP services to your agent

Conversational paths

Use dedicated nodes for greater control over tools

HTTP Integrations

Learn how to create custom integrations

Call customization

Adjust voice, speed, and language for your agent