Lookups during a call
Can the voice agent query your system during a call?
Yes. On a call Eva uses the same agent tools, the lookup runs while the call stays open, and its result enters the turn so the agent answers the caller with that value.
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Being able to query your system during a call is what separates a voice agent that sounds good from one that is useful: the caller asks about a price, a stock level or their next appointment, and that answer lives in your system, not in a script.
Sending an automatic notice to another system and moving on is not the same as receiving its response and using it in the same spoken conversation. This page explains how Eva does the second one, what it needs from your side, and what it does not promise.
A lookup mid-call
Sofía Torres
On the call · 1:05
Customer: Has my order shipped?
Eva: I just checked: it shipped today and arrives Thursday.
Answer taken from your system
Eva checks your system without hanging up and answers with the fact.
Before and after
Today
The customer calls, asks about their order, and whoever answers puts them on hold while opening another system. If nobody picks up, a voicemail waits for tomorrow, and the value they wanted was one lookup away.
With Eva
The call comes in, the agent understands the question and calls the matching tool. While the lookup runs, the conversation stays alive. When the result arrives, Eva answers with that value and leaves the record written in the contact's conversation.
How it works
- 1. The call runs the same agent, with its context
A call turn is built from the same context as a chat turn: the contact's CRM record, the conversation timeline, your business clock and language, plus the call's own facts. History from previous calls is scoped to the caller's identity, so a reassigned number never hands one contact another person's calls.
- 2. The lookup runs while the call continues
The tool executes as a running task; it does not freeze the call. Whatever the agent said before launching the lookup is spoken meanwhile, and if it said nothing, the line simply stays quiet, because the runtime adds no filler. If the caller interrupts, the speech is retired, never the lookup already in flight.
- 3. The result enters the turn and the agent answers with it
When the tool finishes, its result enters the turn as a fact and the agent builds the answer from it. A retry carrying the same key reuses the original result instead of repeating a write in your system, and if the call ends while an operation was in flight, the result is still persisted: no orphaned task, no half-written record.
Technical details
Technical details
What Eva needs
- A voice number assigned to that agent, with the greeting and call rules configured.
- Your tools active with their API contract: endpoint, method, headers and authentication, plus the data you want the agent to be able to look up.
- A system that answers at conversation speed: whatever your endpoint takes is what the person on the line waits.
- A reachable destination and transfer enabled on your account if you want calls handed to a person.
Good to know
- One voice number per agent. Assigning a second number to the same agent is refused, and deleting an agent requires releasing its number first.
- This page does not offer autonomous outbound calling. What is documented is the inbound call and the call a teammate starts from the app.
- There is no guaranteed response time. The call depends on telephony and on your system: if the lookup is slow, the agent holds the conversation or answers without that value and says so.
- If the extended context cannot be assembled at that moment, the turn still runs with less information. A call that continues beats a call that goes silent.
- Calls carry timers: at eight and at twenty-eight seconds of caller silence the agent receives that fact and decides whether to speak, and a call is capped at thirty minutes.
- A transfer is only offered when there is somebody to transfer to. With no reachable destination, the agent never proposes handing the call over.
- Call minutes consume credits per minute. Voicemail, missed calls and unanswered rings consume none.
online sales in six months
Serviacero Comercial, a steel distributor, multiplied its online sales more than fourfold in six months with Eva answering and quoting immediately.
Read the full storyRelated pages
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Tell us what your customers ask on the phone and which system holds the answer. We will show you how Eva would look it up mid-call.
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