Available voice actions for AI agents

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<p id="docs-hc-snippet" style="display: none;">Voice actions are a type of configured action that allow voice AI agents to update call tickets, communicate with callers, and end calls. They can help an AI agent collect information, route an escalated call to the right team, or continue assisting a caller outside the call.</p>
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<p id="docs-ai-summary-content">Voice actions let you update call tickets, add or remove tags, end calls, send SMS, or send public replies during an AI voice interaction. They help you route escalations, share updates with callers, and continue support after the call. You can create them at the AI agent, use case, or block level with Zendesk Voice as the target.</p>
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<p class="p">Voice actions are a type of configured action that allow voice AI agents to update call
tickets, communicate with callers, and end calls. They can help an AI agent collect
information, route an escalated call to the right team, or continue assisting a caller
outside the call.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="actions_available_voice__ul_voice_actions_topics">
<li class="li"><a class="xref" href="#topic_available_voice_actions">Available voice actions</a></li>
<li class="li"><a class="xref" href="#topic_creating_voice_action">Creating a voice action</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="actions_available_voice__ul_voice_actions_related">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">About configured actions for AI agents</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770" target="_blank">Creating and adding configured actions for AI
agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8566644914202" target="_blank">Reviewing and managing configured actions for AI
agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_available_voice_actions">
<h2 class="title topictitle2" id="ariaid-title2">Available voice actions</h2>
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<p class="p">The table below lists and describes the available voice actions.</p>
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<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_available_voice_actions__table_available_voice_actions" rules="all" summary="">
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Name</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Action-specific fields</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Update call</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Updates ticket fields. For example, update the Group or Skills
ticket field to improve routing when the AI agent escalates a
call.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<strong class="ph b">Field to update:</strong> Select the ticket field to update.
<p class="p"><strong class="ph b">Value:</strong> Enter or select the value for the ticket field.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Update tags</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Updates ticket tags.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<strong class="ph b">Tags:</strong> Enter the tags to add or remove from the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Hang up</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Ends the call.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">No additional fields.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Send SMS</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Sends a text message to the caller. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823877146#:~:text=Enable%20for%20Text" target="_blank">Text must be enabled</a> for
the phone line. The first text message creates a separate ticket.
This action works in procedures, dialogues, and global
events.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<strong class="ph b">Message:</strong> Enter the text message to send. You can use
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank">placeholders</a> to add
dynamic data.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Send public reply</td>
<td class="entry row-nocellborder" style="vertical-align:top;">Posts a public reply on the ticket and emails it to the caller
when their Zendesk profile has a verified email address and the
<strong class="ph b">Notify requester and CCs of comment update</strong> trigger is active.
This action works in procedures, dialogues, and global events.</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<strong class="ph b">Message:</strong> Enter the public reply. You can use
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank">placeholders</a> to add
dynamic data.</td>
</tr>
</tbody>
</table>
</div>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_creating_voice_action">
<h2 class="title topictitle2" id="ariaid-title3">Creating a voice action</h2>
<div class="body">
<p class="p">Voice actions can be created at the AI agent, use case, or block level. When creating
the action, select <strong class="ph b">Zendesk Voice</strong> as the target. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756623770" target="_blank">Creating and adding configured actions for AI
agents</a>.</p>
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