Custom API

By connecting a Custom API, your assistant can interact with external systems to retrieve customer data, log information, or trigger actions based on natural language conditions.

Navigate to the Custom API Tool

Select Assistants from the left navigation panel.
Choose the specific assistant you want to configure.
Go to the Tools tab.
Select Custom API.

Toggle it ON: By default, this feature is toggled off. Make sure to toggle the Custom API feature ON in the Tools menu so your configured APIs are active.

Click on Add Custom API to open the configuration window.

Define the API Name and Trigger Prompt

Name: Give your API a recognizable name.
Trigger Prompt: Describe in human language when this API should trigger and what it should extract.

Example of Trigger Condition:

“Trigger this API after the customer has confirmed their delivery slots.”

Example of Trigger & Extraction:

Trigger this API after the customer has confirmed their employee ID and extract the employee ID that the customer has mentioned in JSON format:
{
  "employeeId": "string"
}

Select the Trigger Event

Choose exactly when in the call lifecycle this API should execute.

Event	Description	Needs Trigger Prompt?
Start of the call	Triggers immediately when the call is received/placed, before the Assistant connects.	No (Prompt is ignored)
During the call	Triggers dynamically based on conversation context.	Yes (Needs trigger condition & extraction if required)
End of the call	Triggers automatically when the call disconnects.	Yes (Extraction instructions only)
Call Status	Specific call status triggers.	No

For more details on Call Status configurations, click here to read our Call Status Guide.

Configure Request Details

Below the trigger event, configure how the request is made to your server.

Call Once: If turned ON, the API triggers only one time. If turned OFF, it can trigger multiple times whenever the condition is met. (Note: This toggle only applies to the “During the call” event; all other events inherently only call the API once).
Method: Select the HTTP method (GET, POST, or PUT).
URL: Enter your complete endpoint URL (must include http:// or https://).

Dynamic URLs

You can make your URL dynamic by wrapping variables in curly braces, such as https://test.com/test/{ID}/users. To pass data into this URL, you must add an Input Param named ID, set its location to Body, and turn on Persist Param to pull the value from state variables.

Define Audio Responses

You can configure static messages that the Assistant will speak to the customer during the API’s execution lifecycle.

Back Channel Message: Played while the API is executing.
- Example: “Please wait while we fetch your details.”
Success Response: Played if the API returns data successfully.
- Example: “We have received your details, can you tell your issue?”
Failure Response: Played if the API fails or times out.
- Example: “Sorry, we were not able to get the details, is there anything else I could help you with?”

Configure Input Parameters

Input parameters define what attributes the Assistant sends to your API. Click Add Input Param to configure:

Field	Description
Param Name	The name of the key (must exactly match the variable in your Trigger Prompt for dynamic extraction).
Param Type	Choose Static (a fixed value) or Dynamic (extracted from the conversation).
Param Value	Used only if the type is Static; ignored if Dynamic.
Param Prefix	Optional prefix added before the value.
Param Location	Choose where to pass the parameter: Body, Header, or Query.
Persist Param	If toggled ON, the system searches state variables for this Param Name and uses that value (overriding the Type/Value settings).

Configure Return Parameters

Return parameters define what data your API sends back to the Assistant, and how the Assistant should use it. Click Add Return Param to configure:

Field	Description
Param Name	Must match the key returning from your API. Supports nested object paths (e.g., `employee.name` or `user.employee[0].name`).
Persist Param	If toggled ON, the returned field is saved into state variables so the Assistant remembers it for the rest of the conversation.
Use Location	Choose API or Prompt. If Prompt is selected, curly brace variables in the prompt (e.g., `{name}`) are replaced with the returned value.
Return Type	Choose Text or Object (e.g., returning JSON).

Save Your Configuration

Once all parameters and settings are configured, click Submit at the bottom right corner of the window.

Your Custom API is now active! You can repeat this process to add as many Custom APIs as your Assistant needs.

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Dynamic URLs

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Dynamic URLs