System Tools

System tools are ready-made actions built into Osvi. Turn one on from Tools → System tools, adjust its settings in the panel on the right, and click Save. See Tools Overview for how tools are added and removed.

End call

Lets the agent hang up when the conversation has reached a natural end. The agent finishes what it’s saying, speaks the closing message, and ends the call.

Setting	Default	What it does
Use end call static message	On	On: speak a fixed closing message. Off: the agent writes its own closing line.
End call message	Thank you, have a nice day.	The fixed message, spoken exactly as written. The caller can’t interrupt it.
End call message generation prompt	—	When the static message is off: instructions for the closing line, such as “Thank the caller by name and confirm the next step.”

Detect voicemail

For outbound calls. When the agent recognises a voicemail greeting or an automated assistant, it hangs up and the call is marked as voicemail instead of using up minutes talking to a recording. Campaigns can then retry the contact later. The agent doesn’t leave a message. Detect voicemail has no settings besides its name and description — the default description lists typical voicemail greetings to help the agent recognise them. Lets the agent change language when the caller asks — for example, from English to Hindi. The agent’s speech recognition and voice switch to the new language, keeping the same providers and voice. It can switch to any language the agent’s speech-to-text and text-to-speech providers support. If they don’t support the one the caller asks for, the agent tells them it can’t switch. Language switch has no settings besides its name and description.

Switching language doesn’t change the system prompt. If the agent should reply in the caller’s language after switching, say so in the prompt.

Search knowledge base

Lets the agent look up answers in the knowledge base documents attached to it. This tool is added automatically when you attach documents. When the agent searches, it first says a short filler line so the caller isn’t left in silence, then answers from what it finds. If nothing relevant turns up, it says so.

Setting	Default	What it does
Character limit	50000	The most text retrieved per search.
Chunk limit	20	The most document passages retrieved per search.
Vector distance limit	0.30	How closely a passage must match the question. Lower is stricter (More similar); higher lets in looser matches.
Use static RAG search message	On	On: speak a fixed filler line while searching. Off: the agent writes its own.
Static RAG search message	Please wait I am checking for information…	The fixed filler line.
RAG search message generation prompt	—	When the static message is off: instructions for the filler line.

Save this tool as soon as you turn it on, even with the defaults — until you do, the filler line spoken to the caller may be in Hindi.

You can add more than one knowledge base search — for example, with different limits — using the + button on the card.

Transfer call to human agent

Hands the caller to a person when they ask for one or the question is beyond the agent. The agent speaks a transfer message, the caller hears hold music, and the call is connected to the number you set. The agent then leaves the conversation.

Setting	Default	What it does
WS Transfer mode	Off	Off: transfer over SIP. On: transfer over WebSocket, for Exotel Voicebot calls.
Phone Number	—	Required for SIP transfers. A 10-digit Indian number (the +91 prefix is added for you).
Participant Name	—	A label for the person or team you transfer to, such as Billing department.
Use call transfer static message	On	On: speak a fixed message before transferring. Off: the agent writes its own.
Transfer message	Thank you, have a nice day.	The fixed message. Replace the default with a transfer message, such as Please stay on the line while I connect you.
Transfer message generation prompt	—	When the static message is off: instructions for the transfer message.

Requirements

SIP transfers go out through the agent’s outbound SIP trunk, so the agent needs one set up — see Phone numbers.
WS Transfer mode is for Exotel Voicebot calls. Your Exotel flow must be Voicebot → Passthru → Connect. The phone number is optional in this mode — leave it blank to use the number configured in Exotel’s Connect applet. See the Exotel guide.

If the transfer fails, the agent tells the caller and carries on with the conversation. You can add several transfers — for example, one for sales and one for support — with the + button on the card; describe each one so the agent knows which to use.

Warm transfer to human

Like a transfer, but the person you’re connecting to is briefed first. The caller is put on hold while Osvi calls the person and an AI assistant summarises the conversation so far. The person can then accept the call — and is connected to the caller — or decline it. If the person declines, doesn’t answer, or the call reaches their voicemail, the caller is taken off hold and the agent apologises and continues. Warm transfer has the same settings as Transfer call to human agent, plus:

Setting	What it does
Summary Instructions	What the briefing should cover — for example, “Include the caller’s name, account number, and the issue they need help with.”

Requirements: a SIP call and an outbound SIP trunk. With WS Transfer mode on, warm transfer works like a regular transfer, without the briefing.

Get Started

Going Deeper

API Reference

End call

Detect voicemail

Language switch

Search knowledge base

Transfer call to human agent

Warm transfer to human

​End call

​Detect voicemail

​Language switch

​Search knowledge base

​Transfer call to human agent

​Warm transfer to human

End call

Detect voicemail

Language switch

Search knowledge base

Transfer call to human agent

Warm transfer to human