AI Agent

Tools

A tool is an action the agent can take mid-conversation: tag the conversation, look up an order in your own system, give up and fetch a person.

The tools on an agent: built-in actions at the top, tools picked from the account library below.
The tools on an agent: built-in actions at the top, tools picked from the account library below.

Built-in tools

ToolWhat it does
Knowledge searchSearches the agent’s documents and FAQ
Resolve conversationCloses the conversation
HandoffPasses the conversation to a person
Add tagLabels the conversation
Update priorityRaises or lowers the conversation’s priority
Add private noteLeaves a note only agents can see
Add contact noteLeaves a note on the contact
Update contact fieldWrites a value onto the contact

Custom tools

A custom tool calls your own API, so the agent can answer questions only your systems know: where an order is, whether a booking exists, what a customer’s balance is.

Tools are defined once at the account level and granted to individual agents, so the same tool can serve several agents without being rebuilt.

The custom tool editor: method, endpoint, authentication, and the parameters the agent extracts from the conversation.
The custom tool editor: method, endpoint, authentication, and the parameters the agent extracts from the conversation.

Testing

Run a tool from the editor and see what comes back, before an agent uses it on a real customer.

Authentication