Conversion: call

When a conversation needs a person, agents hand off to a call with the context attached.

Every offering kind can convert through a call. When the customer wants to talk to a person, the agent creates a call hand-off with the context of the conversation so far, and your team picks it up in the channel you choose, without asking the customer to repeat themselves.

Set it up

1. Enable call for the merchant.
2. Choose the channels (phone, callback request, messaging) and the hours they are staffed for each location.

What an agent does

Create the call hand-off with the channel and context. The answer tells the agent how and when the customer will be contacted, and the outcome is reported back as conversion.call.outcome.

Applies to

Endpoints in this build

MCP tools

Besides the read tools every merchant server has, a business that enables Call exposes:

• search_services: Search services
• get_people: Get people
• get_credentials: Get credentials
• get_fees: Get fees
• request_consultation: Request consultation

Events

Delivered as webhooks:

Source: docs/portal/docs/conversions/call.md + KIND_CONVERSION_MATRIX + registered routes + MCP tool registry