# Separate During-Call and Post-Call Actions in Voice AI > TABLE OF CONTENTS Overview What’s New Key Improvements How to Use It Supported Action Types During the Call After the Call Overview Voice AI actions are… - Source: https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/separate-during-call-and-post-call-actions-in-voice-ai - Section: AI Employee / Voice AI - Reading time: 2 min - Images: 8, each explained below - Modified on Thu, 30 Jul at 5:01 AM --- **TABLE OF CONTENTS** - [Overview](#overview) - What’s New - [Key Improvements](#key-improvements) - How to Use It - [Supported Action Types](#supported-action-types) - [During the Call](#during-the-call) - [After the Call](#after-the-call) ## **Overview** Voice AI actions are organized into during-call and post-call actions so you can clearly control what your agent does while speaking with a caller and what happens after the call ends. The updated action layout uses action cards, tabs, and focused configuration windows to make actions easier to create, review, edit, and manage. Note: If this experience is not visible in your account, go to **Settings > Labs** and enable Voice AI - Separate During and Post Call Actions, if available. --- ## **What Changed in the Action Builder** 1. **Card-Based action layout** Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. ![Step 1 of 5: Card-Based action layout Actions appear as individual cards, making it…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046578046/original/3RvCiXMNSA2LtzG8exuGG0j1BJw0PbHxmA.png) **Step 1 of 5: Card-Based action layout Actions appear as individual cards, making it…** This screenshot accompanies step 1 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you card-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. The next step is to tabbed Layout Actions are separated into During the Call and After the Call tabs, helping you distinguish actions that happen live during the conversation from actions that happen after the call ends. - What this covers: Card-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. - Controls: Card-Based action layout, Tabbed Layout, During the Call, After the Call, Streamlined Creation Flow, Individual Action Modals, Quick Delete Option - Next: Tabbed Layout Actions are separated into During the Call and After the Call tabs, helping you distinguish actions that happen live during the conversation from actions that happen after the call ends. Full procedure: 1. Card-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. <- this image 2. Tabbed Layout Actions are separated into During the Call and After the Call tabs, helping you distinguish actions that happen live during the conversation from actions that happen after the call ends. 3. Streamlined Creation Flow Use the New Action button to add a supported action type and configure it in a focused setup window. 4. Individual Action Modals Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings. 5. Quick Delete Option You can edit or delete actions from the action card menu without opening the full agent configuration flow. 2. **Tabbed Layout** Actions are separated into **During the Call** and **After the Call** tabs, helping you distinguish actions that happen live during the conversation from actions that happen after the call ends. 3. **Streamlined Creation Flow** Use the New Action button to add a supported action type and configure it in a focused setup window. ![Step 3 of 5: Streamlined Creation Flow Use the New Action button to add a supported…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046578089/original/3Njbttz4ii9VZ92LIuRU7Y2X5V-Rt_NZAw.jpeg) **Step 3 of 5: Streamlined Creation Flow Use the New Action button to add a supported…** This screenshot accompanies step 3 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you streamlined Creation Flow Use the New Action button to add a supported action type and configure it in a focused setup window. The next step is to individual Action Modals Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings. - What to fill in: Streamlined Creation Flow Use the New Action button to add a supported action type and configure it in a focused setup window. - Controls: Streamlined Creation Flow, Card-Based action layout, Tabbed Layout, During the Call, After the Call, Individual Action Modals, Quick Delete Option - Next: Individual Action Modals Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings. Full procedure: 1. Card-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. 2. Tabbed Layout Actions are separated into During the Call and After the Call tabs, helping you distinguish actions that happen live during the conversation from actions that happen after the call ends. 3. Streamlined Creation Flow Use the New Action button to add a supported action type and configure it in a focused setup window. <- this image 4. Individual Action Modals Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings. 5. Quick Delete Option You can edit or delete actions from the action card menu without opening the full agent configuration flow. 4. **Individual Action Modals** Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings. 5. **Quick Delete Option** You can edit or delete actions from the action card menu without opening the full agent configuration flow. ![Step 5 of 5: Quick Delete Option You can edit or delete actions from the action…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046578104/original/vgrUiUJ44ABEyIWPDFmNZo4UTNYOadf1Nw.png) **Step 5 of 5: Quick Delete Option You can edit or delete actions from the action…** This screenshot accompanies step 5 of 5 in the "What Changed in the Action Builder" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you quick Delete Option You can edit or delete actions from the action card menu without opening the full agent configuration flow. - What this covers: Quick Delete Option You can edit or delete actions from the action card menu without opening the full agent configuration flow. - Controls: Quick Delete Option, Card-Based action layout, Tabbed Layout, During the Call, After the Call, Streamlined Creation Flow, Individual Action Modals Full procedure: 1. Card-Based action layout Actions appear as individual cards, making it easier to scan, edit, organize, and review configured actions. 2. Tabbed Layout Actions are separated into During the Call and After the Call tabs, helping you distinguish actions that happen live during the conversation from actions that happen after the call ends. 3. Streamlined Creation Flow Use the New Action button to add a supported action type and configure it in a focused setup window. 4. Individual Action Modals Each action type opens in its own configuration window, so you can complete the required fields without scrolling through unrelated settings. 5. Quick Delete Option You can edit or delete actions from the action card menu without opening the full agent configuration flow. <- this image ## Key Improvements 1. **Improved Visual Hierarchy** Action types are now easier to distinguish thanks to better labels and grouped layouts. 2. **Simplified Editing & Deletion** Edit or remove actions in fewer clicks — right from the action card. 3. **Built-In Constraints & Smart Guidance** - **Visual counters**show you how many of each action type you're using. - **Tooltips and inline guidance**prevent misconfiguration: - Max**15 total actions**during a call - Only**1 appointment booking action**allowed - Up to**25 contact field update actions**after a call ## **How to Use?** 1. Open the**Voice AI agent**you want to edit, and then click on + New Action ![Step 1 of 5: Open the Voice AI agent you want to edit, and then click on + New Action](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155077220323/original/ns8m1CxbVAAXfej1HZHnhh_736yQhwgRWQ.png) **Step 1 of 5: Open the Voice AI agent you want to edit, and then click on + New Action** This screenshot accompanies step 1 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you open the Voice AI agent you want to edit, and then click on + New Action. The next step is to choose the type of action you want to configure, for example, update contact field. - Where to go: Open the Voice AI agent you want to edit, and then click on + New Action - Controls: Voice AI agent - Next: Choose the type of action you want to configure, for example, update contact field. Full procedure: 1. Open the Voice AI agent you want to edit, and then click on + New Action <- this image 2. Choose the type of action you want to configure, for example, update contact field. 3. A focused modal will appear — fill in the required details. 4. Save. Your new action will appear as a card under the appropriate tab. 2. Choose the type of action you want to configure, for example, update contact field. ![Step 2 of 5: Choose the type of action you want to configure, for example, update…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155077220495/original/NsICyRQRyrpFBgI_E3dpYbfXDGRUtgSCLw.png) **Step 2 of 5: Choose the type of action you want to configure, for example, update…** This screenshot accompanies step 2 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". At this point in the walkthrough you choose the type of action you want to configure, for example, update contact field. The next step is to a focused modal will appear — fill in the required details. - What to fill in: Choose the type of action you want to configure, for example, update contact field. - Controls: Voice AI agent - Next: A focused modal will appear — fill in the required details. Full procedure: 1. Open the Voice AI agent you want to edit, and then click on + New Action 2. Choose the type of action you want to configure, for example, update contact field. <- this image 3. A focused modal will appear — fill in the required details. 4. Save. Your new action will appear as a card under the appropriate tab. 3. A focused modal will appear — fill in the required details. 4. ![How to Use? (image 6 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155077220612/original/OJ8VH1BbdMUKbDH7-G5w4Y0Ajuk4eMW86w.png) **How to Use? (image 6 of 8)** This screenshot accompanies step 4 of 5 in the "How to Use?" section of "Separate During-Call and Post-Call Actions in Voice AI". For context, this section explains: Open the Voice AI agent you want to edit, and then click on + New Action Choose the type of action you want to configure, for example, update contact field. A focused modal will appear — fill in the required details. Save. Your new action will appear as a card under the appropriate tab. The next step is to save. Your new action will appear as a card under the appropriate tab. - Controls: Voice AI agent - Next: Save. Your new action will appear as a card under the appropriate tab. Full procedure: 1. Open the Voice AI agent you want to edit, and then click on + New Action 2. Choose the type of action you want to configure, for example, update contact field. 3. A focused modal will appear — fill in the required details. 4. Save. Your new action will appear as a card under the appropriate tab. <- this image 5. Save. Your new action will appear as a card under the appropriate tab. ## **Supported Action Types** ### During the Call - Call Transfer - Trigger Workflow - Send SMS - Book Appointment - Custom Actions (Beta) - Update Contact Field ### After the Call - Update Contact Field — Updates the contact silently after the conversation without interrupting the caller or requesting additional confirmation ![After the Call (image 7 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046578263/original/3HRS6002J0G6csS-Q6MWpGPDkXd5v8-rHg.jpeg) **After the Call (image 7 of 8)** This screenshot appears in the "After the Call" section of "Separate During-Call and Post-Call Actions in Voice AI". The text alongside this image reads: Update Contact Field — Updates the contact silently after the conversation without interrupting the caller or requesting additional confirmation. Immediately after, the guide continues: When configuring the Update Contact Field action, choose when Voice AI applies the contact update. - What this covers: Update Contact Field — Updates the contact silently after the conversation without interrupting the caller or requesting additional confirmation - Next: When configuring the Update Contact Field action, choose when Voice AI applies the contact update. ## **Choose When the Update Contact Field Action Runs**  When configuring the Update Contact Field action, choose when Voice AI applies the contact update.  **During the Call**  Voice AI applies the update immediately during the conversation and includes a confirmation. Use this option when the agent should acknowledge or verify the updated information with the caller. **After the Call**  Voice AI applies the update silently after the conversation. Use this option when the update should not interrupt the caller or add another confirmation to the conversation. This option can help keep conversations natural when updating details such as a city, address, preference, or other contact information ![Choose When the Update Contact Field Action Runs (image 8 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155077219883/original/1wSlhaTRz4I_1j4B3Sm-suahqhJfbPOqMg.png) **Choose When the Update Contact Field Action Runs (image 8 of 8)** This screenshot appears in the "Choose When the Update Contact Field Action Runs" section of "Separate During-Call and Post-Call Actions in Voice AI". The text alongside this image reads: Voice AI applies the update silently after the conversation. Use this option when the update should not interrupt the caller or add another confirmation to the conversation. This option can help keep conversations natural when updating details such as a city, address, preference, or other contact…. - What this covers: Voice AI applies the update silently after the conversation. Use this option when the update should not interrupt the caller or add another confirmation to the conversation. This option can help keep conversations natural when updating details such as a city, address, preference, or other contact information - Controls: During the Call, After the Call --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com