Tools
Tools are what an agent can do during a live call besides talk: look up a caller, book a meeting, send a file, call your API, transfer to a person. Open an agent's Tools tab to see them all, and click Enable on the ones you want.
Always available
These work on every agent without setup. You can switch any of them off from the Tools tab.
| Tool | What the agent does with it |
|---|---|
| Knowledge search | Answers from the agent's knowledge base |
| Caller history | Checks whether this caller has called before and what is known from earlier calls |
| Privacy / forget caller | Flags a caller's profile for deletion when they ask to be forgotten |
| End call | Ends the call once the conversation is finished |
| Date and time | Reads the current date and time. The clock is in UTC, so say your timezone in the prompt if the agent quotes times |
Tools that need something first
| Tool | What it needs | Guide |
|---|---|---|
| Calendar | A connected Google Calendar or Outlook account | Connectors |
| Customer lookup | A connected HubSpot, Zoho CRM or LeadSquared account | Connectors |
| Support tickets | A connected Freshdesk account | Connectors |
| Messaging | A connected WhatsApp or Telegram account | Connectors |
| Shareable assets | An uploaded file marked shareable, and a messaging channel | Connectors |
| API requests | Your own HTTPS endpoint and, if it needs one, a secret | API tools |
| Human handoff | A transfer number on the agent | Playbook |
| Scheduled callbacks | A phone number in your workspace to call from | Scheduled callbacks |
The agent only claims an action happened after the tool succeeded. If a tool is missing something it needs, the agent is not given it, so it does not promise what it cannot do.
Connected apps belong to the workspace
A connector is connected once for your whole workspace, not per agent. Every agent in the workspace can use a connected app's tools unless you switch that tool off on the agent. If you connect a calendar for one agent, your other agents can book on it too. Turn a tool off on any agent that should not have it.