When setting up your AIRO agent, certain advanced features allow you to go beyond simple conversational responses. Among these, call forwarding to a phone number, Tools & Connectors, and MCP servers play a key role in connecting your agent to your business processes and external tools.
This article explains how to use these elements and in which cases they are recommended.
1. Indicating Call Forwarding to a Phone Number
What is Call Forwarding for?
Call forwarding allows your AIRO agent to transfer a call to a specific phone number when certain conditions are met.
Common use cases include:
Escalation to a human agent
Transfer to a specific service (sales, support, emergencies)
Service continuity outside the scope of the AI agent
How to Add Call Forwarding to a Number
Access the configuration of your AIRO agent
Open the Tools & Connectors section
In the Functions area, click on Add
Select Transfer to number
Enter the target phone number
Save the changes
Once configured, this function becomes available to the agent during voice conversations.
Best Practices for Call Forwarding
Verify that the number is reachable and correctly configured
Clearly define in the system prompt when the agent should trigger the forwarding
Avoid systematic transfers to preserve the added value of the AI agent
Test the behaviour via Demo Audio before production deployment
2. Understanding the "Tools & Connectors" Section
Overview of Tools & Connectors
The Tools & Connectors section allows you to extend your AIRO agent’s capabilities by enabling it to execute specific actions.
These actions are called functions.
Types of Available Functions
Depending on your configuration, you can add different types of functions, including:
Transfer to number
To redirect a call to an external phoneAPI
To interact with third-party systems (CRM, ERP, databases, etc.)Transcription email
To automatically send the transcription of a call by emailEnd call
To allow the agent to properly end a conversation
Each function must be explicitly added to be usable by the agent.
When to Use Functions?
Functions are particularly useful when your agent needs to:
Trigger a concrete action
Interact with an external tool
Go beyond purely conversational scope
Without a configured function, the agent remains limited to discussion and information.
3. MCP Servers
What is an MCP Server?
An MCP server allows AIRO to connect to external services in a secure and standardised way. It acts as a gateway between your agent and your business tools.
Adding an MCP Server
Go to the MCP Servers section
Click on Add MCP
Select the server(s) to connect
Confirm your selection
Save the changes
Once connected, the MCP server makes its tools available to the agent.
Examples of Common MCP Servers
Automation via Make
Ticket creation (e.g. Freshdesk)
Synchronization with Google Calendar (via Zapier)
Custom webhooks
4. Global Best Practices
Add only the tools that are truly necessary
Name functions clearly to avoid any ambiguity
Test each configuration via simulation
Adapt the system prompt to guide the agent in using functions
Document transfer and escalation cases
5. Testing the Agent’s Behaviour
Go to the Simulation section
Use Demo Audio to test calls
Trigger forwarding or action scenarios
Check that the agent correctly triggers the expected functions
Testing is essential before any production deployment.
6. Key Takeaways
Call forwarding ensures human continuity
Tools & Connectors extend the agent’s capabilities
MCP servers connect AIRO to your software ecosystem
Clear configuration improves reliability and user experience