Data retrieval at call start

With data retrieval at call start, your AI agent retrieves a URL you have stored as soon as an incoming call starts.

When does this make sense?

Data retrieval at call start is suitable for content that changes frequently or differs from call to call. Typical use cases:

• Current availability query (e.g., available appointments, stock levels)

• CRM data or load customer history

• Day-specific instructions (e.g., special opening hours, promotions)

• Past interactions make available to the caller

Note: We recommend not using this feature as the content basis for your agent, as this could otherwise lead to unpredictable behavior. The file upload in the “Knowledge” section is much better suited for this purpose.

Requirements

• A URL accessible via HTTP or HTTPS (HTTPS recommended).

• The endpoint should respond quickly — retrieval takes place at call start.

• The response is embedded as text in the conversation context. Ideally, return well-structured, compact content.

Important: Do not use a publicly accessible URL — otherwise third parties could retrieve the caller data that is transmitted.

How to set up data retrieval

1

Open the configuration of your AI agent

2

Go to the “Integrations” menu item

3

Find the “Data retrieval at call start” section and click the gear icon

4

In the “Configure data retrieval” dialog, enter the desired URL.

Optionally, you can also enable “Force retrieval” so that the retrieval must succeed for the call to take place at all

5

Click “Save”

The configured URL will then appear directly in the user interface. The content will be retrieved automatically on the next incoming call.

Option: “Force retrieval”

With the checkbox Force retrieval you decide how strictly the agent should handle errors in this retrieval:

• Disabled (Default): If the URL is unreachable, the call is still connected — simply without the dynamic context.

• Enabled: If the URL is unreachable, the call is rejected. Only choose this option if the context is essential for the call (e.g., if no meaningful conversation is possible without CRM data).

Remove data retrieval again

If data retrieval should no longer take place:

1. Open the configuration dialog again via the gear icon.

2. Click Delete data retrieval.

3. Confirm in the following dialog with Delete permanently.

The section will then show the status again Inactive. No more data retrieval will take place for future calls.

Frequently asked questions

How long may the endpoint take to respond?

As short as possible. Retrieval runs synchronously at call start — long response times delay the start of the conversation.

What happens if I change the URL?

The new URL will automatically be retrieved on the next incoming call. There is no cache that needs to be cleared first.

Does this work with any URLs?

The URL must be reachable via HTTP or HTTPS and contain a valid top-level domain. Inputs without a protocol such as my-company.de are automatically supplemented with https:// when saved.