create_web_call
Create a browser-based voice call session. Returns a web_call_link the user can open to talk to a Retell agent. WHEN TO USE: - User wants a voice call in their browser instead of their phone - Phone call route is blocked (e.g. phone number binding issue) - Testing or demoing an agent without usin...
This record as markdown: /tools/freshdesk/create-web-call.md
What create_web_call does on Freshdesk
AI agents invoke create_web_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_web_call is rated High
This tool initiates an external operation — spinning up a live voice call session with a Retell agent — whose effects depend on arguments. It is not merely writing data; it triggers a real-time communication session, making Execute the most appropriate category. Misuse could result in unauthorized call sessions being created, hence medium severity.
From the tool's definition Create a browser-based voice call session. Returns a web_call_link the user can open to talk to a Retell agent.
Attacks that exploit this kind of access
The rule that runs create_web_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_web_call, this is the rule to start with:
create_web_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_web_call call is checked against it from then on.
Questions about create_web_call
Create a browser-based voice call session. Returns a web_call_link the user can open to talk to a Retell agent. WHEN TO USE: - User wants a voice call in their browser instead of their phone - Phone call route is blocked (e.g. phone number binding issue) - Testing or demoing an agent without using phone minutes EXAMPLE: {. 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_web_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_web_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_web_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_web_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_web_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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