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What tools are

Tools are capabilities the agent can invoke during a conversation: ending the call, transferring to a person, querying external data, validating information, etc. The agent’s Tools tab has two panels: general functions (always available) and the specific tools assigned to the bot.

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General functions

These are native platform tools you can turn on or off with a toggle for each agent: General functions panel with per-agent toggles
You don’t need to turn on every function for every agent. Only enable the ones that make sense for that agent’s role in the flow. For example, only the closing agent needs “End Conversation.”

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Assigned tools

Besides the general functions, an agent can have custom tools — integrations with external systems, API calls, database records, etc. These tools are shown in a table with:
  • Name — how the agent identifies them.
  • Documentation — a description of what it does and when to use it (the LLM reads this to decide whether to call it).
  • Parameters — the data the tool needs to run.
Table of tools assigned to the agent
A tool’s documentation is key. The LLM uses it to decide whether to call that tool and with what parameters. The clearer and more specific, the better — see Document your tools well for more detail.
To add tools to an agent, use the Assign tools button. Available tools are configured at the bot level in the Bot Tools section.
Want to confirm the agent calls the tool at the right moment? Test it with Open conversation before publishing your changes.