End a call with the End Call step | FieldCamp

Q: Can the caller stop the agent from hanging up too early?

Yes, if you add Go Back Conditions to the End Call step. The step then waits for an explicit finish or return decision before hanging up, so the caller can bring up something else.

Close voice agent calls cleanly with the End Call step: write a closing prompt, confirm what happens next, and learn when to use the End call tool instead.

The End Call step is the planned end of a conversation. The Add a step panel describes it as the step that "Closes the conversation and hangs up." The agent runs one last exchange, such as reading back the caller's details, and then ends the call.

Voice also has an End call tool, which lets the agent hang up in the middle of any step. The two do different jobs; see End Call step vs End call tool.

What the step does

It's the last step on its path. It can't have outgoing connections.
Other steps connect into it with a condition, such as "Details captured". An End Call step can also be reached from anywhere in the call through a global route, with no incoming connection.
An agent can have more than one End Call step, one for each way a call can end, such as "Successful close" and "Polite decline".
Its Prompt controls what the agent says in the closing exchange before it hangs up.

In the Missed-call receptionist template, the "Take the details" step connects to an End Call step named "Confirm and close" through the condition "Details captured".

Write the closing prompt

Double-click the End Call step, or select it and click the pencil icon, to open Edit End Call.

Edit End Call panel with Name set to Confirm and close, a Prompt that asks the agent to read back the name, address, number and problem and say who will call back without inventing a time, and empty Global Transition Condition and Go Back Conditions fields

Name the ending

In Name, describe how the call ends. The help text suggests names such as "Successful close" or "Polite decline". The name shows in call logs.

Write the prompt

In Prompt (required), tell the agent what to confirm and how to finish. It supports {{variables}}, including values extracted earlier in the call.

Check Allow Interruption

In Additional settings, find Allow Interruption. When it's on, "the caller can interrupt the closing message before the call hangs up. Leave false only for intentionally non-interruptible disclosures." Turn it on so a caller can correct a detail during the read-back. For how interruptions work across the agent, see Tune turn-taking and interruptions.

Save

Click Save, then save your canvas changes.

What the agent should confirm before hanging up

A good closing is short and leaves the caller sure of what happens next:

Read back the key details in one sentence: name, service address, callback number and the problem.
Say what happens next, using only what the agent was told. If the agent doesn't know the arrival time, it shouldn't guess one.
Thank the caller and end. Don't open a new topic.

When the call ends, it appears in Voice under Calls and the agent's Call history, with the recording and transcript, so your team can pick up from the read-back. If you've connected FieldCamp and the call came through a FieldCamp call flow, its result also lands on the customer's thread in the FieldCamp Inbox.

The template's prompt does exactly this:

Read back the name, address, number and the problem in one short sentence.
Say who will call and roughly when, using only the callback promise you were
given — not a time you picked. Thank them and end. Do not invent a time window.

The Global Transition Condition and Go Back Conditions fields work the same way as on an Agent step. For an End Call step, Go Back Conditions make the agent wait for an explicit finish or return decision before hanging up, so a caller who says "Oh, one more thing" isn't cut off. See Use the Global step and global routing.

You can also turn on Enable Variable Extraction on this step to capture final details before the call ends.

End Call step vs End call tool

	End Call step	End call tool
What it is	A step on the canvas	A tool you create on the Tools page and select on a step
How the call gets there	A connection's condition, or a global route	The agent decides to use it during any step that has it selected
What the caller hears	A closing exchange from the step's Prompt	An optional goodbye message, custom or pre-recorded
Best for	The planned end of a flow, with a read-back	Ending early: wrong numbers, spam, or a caller who says goodbye mid-step

Use End Call steps for the ways you expect calls to end. Add the End call tool to steps where the caller might need to leave early. Only the tools a step has selected are available to that step, so the agent can't hang up from a step that doesn't have the tool.

Example closings

HVAC, after-hours details taken ("Successful close"):

Read back the caller's name, address, callback number and the problem in one
sentence. Tell them the on-call team will review it and call back, using the
callback promise in your instructions. Don't give a time. Thank them and end.

Plumbing, outside the service area ("Polite decline"):

Tell the caller, kindly, that we don't cover their area. Don't recommend
another company. Thank them for calling and end.

Grease trap route, pickup confirmed (outbound):

Confirm the site address and the pickup day the contact agreed to, in one
sentence. Thank them and end.

Electrical, caller not interested (outbound):

Thank the caller for their time, say you've noted that they're not
interested, and end.

Each closing works best with the details it needs already captured in earlier steps. See Capture caller details with Extract Variables.

Frequently asked questions

How do I end a call professionally?

Connect your last conversation step to an End Call step and write a closing prompt that reads back the key details, says what happens next without guessing times, and thanks the caller. Turn on Allow Interruption so the caller can correct a detail.