create_phone_call
Create an outbound phone call using a Retell AI voice agent. WHEN TO USE: User asks you to make, place, or initiate a phone call. WORKFLOW (typical sequence): 1. list_agents → find the right agent, note its agent_id 2. get_agent → check config, get its retell_llm_id 3. update_retell_llm → set the...
This record as markdown: /tools/freshdesk/create-phone-call.md
What create_phone_call does on Freshdesk
AI agents invoke create_phone_call to trigger actions in Freshdesk. What it does depends on the arguments the agent supplies, and its effects often reach beyond the immediate call: builds kicked off, notifications sent, workflows started.
Why create_phone_call is rated High
This tool triggers an external real-world operation — placing an actual outbound phone call via a voice AI agent. It is not merely writing data; it executes an action with real-world consequences (contacting a person by phone). Misuse could result in unwanted calls, harassment, or social engineering attacks, giving it high severity.
From the tool's definition Create an outbound phone call using a Retell AI voice agent... initiate the call
Risk signalsBulk/mass operation — affects multiple targets
Attacks that exploit this kind of access
The rule that runs create_phone_call safely
PolicyLayer is an MCP gateway: it sits between your AI agents and Freshdesk, and checks every tool call against a rule you set before the call runs. Nothing changes on the server itself. For create_phone_call, this is the rule to start with:
create_phone_call stays usable, but rate-capped: a runaway agent can't fire it dozens of times a minute. Everything else on the server is denied unless you say otherwise.
The button opens the PolicyLayer dashboard: create your workspace, connect Freshdesk, apply this rule, and every create_phone_call call is checked against it from then on.
Questions about create_phone_call
Create an outbound phone call using a Retell AI voice agent. WHEN TO USE: User asks you to make, place, or initiate a phone call. WORKFLOW (typical sequence): 1. list_agents → find the right agent, note its agent_id 2. get_agent → check config, get its retell_llm_id 3. update_retell_llm → set the conversation prompt/instructions 4. Wait 2-3 seconds (let config propagate) 5. create_phone_call → initiate the call 6. Poll get_call every 5-10s until status is. It is categorised as a Execute tool in the Freshdesk MCP Server, which means it can trigger actions or run processes. Use rate limits and argument validation.
Register the Freshdesk MCP server in PolicyLayer and add a rule for create_phone_call: allow, deny, rate-limit, or require approval. Point your MCP client at the PolicyLayer proxy URL and the rule is enforced on every call, before it reaches Freshdesk. Nothing to install.
create_phone_call is a Execute tool with high risk. Execute tools should be rate-limited and have argument validation enabled.
Yes. Add a rate_limit block to the create_phone_call rule in your PolicyLayer policy. For example, setting max: 10 and window: 60 limits the tool to 10 calls per minute. Rate limits are tracked per agent session and reset automatically.
Set action: deny in the PolicyLayer policy for create_phone_call. The AI agent will receive a policy violation error and cannot call the tool. You can also include a reason field to explain why the tool is blocked.
create_phone_call is provided by the Freshdesk MCP server (@mindstone-engineering/mcp-server-freshdesk). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
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