Tool Usage Guide
Transform your AI agent from a conversationalist into a powerful automation engine. Learn how to leverage tools to bridge virtual interactions with real-world actions.
Beyond Conversation: Real-World Actions
Your AI agent isn't just a conversationalist—it's a capable assistant that can perform actions that bridge the gap between virtual interactions and real-world tasks. By utilizing various tools, your agent can send emails, text messages, interact with external APIs, and much more.
This enables you to automate processes, enhance customer experiences, and streamline operations—all while maintaining the personal touch of human-like conversation.
How Tool Integration Works
See how simple instructions translate into automated workflows
Tool Usage in Action
Instruction:
"When a caller wants a quote, collect their name, square footage of the area, and location, then send this information to Tim via SMS."
Automated Workflow:
Customer requests a quote
Agent collects required information
Agent sends SMS to Tim with details
Customer receives confirmation
Tool Categories
Send Text Message
Send SMS messages to customers during or after interactions
- Confirmation texts
- Follow-up messages
- Alerts
Send Email
Automatically send emails with conversation summaries or follow-ups
- Transcripts
- Confirmations
- Marketing
Scheduling
Book appointments and manage calendars seamlessly
- Calendar sync
- Reminders
- Availability check
Transfer Call
Route calls to human agents or other departments
- Smart routing
- Queue management
- Escalation
Call Webhook
Integrate with any external service via webhooks
- Real-time data
- Custom actions
- API calls
Zapier Integration
Connect to 7000+ apps without coding
- Automation
- Workflows
- Data sync
Each tool can be configured with specific parameters and conditions
Channel-Specific Tool Availability
Not all tools are available in every channel—choose the right tool for the right context
Tool Availability Across Channels
Phone Only
Tools designed for voice interactions
Chat Only
Tools for text-based conversations
Universal
Available across all channels
💡 Tip: Look for channel icons next to each tool to understand where it can be used.
Best Practices for Tool Usage
Write Clear, Specific Instructions
Be explicit about when and how your agent should use each tool. Ambiguous instructions lead to inconsistent behavior.
Example: "If a customer asks for support, create a CRM note with their issue and escalate it to the support team via email."
Respect Privacy & Compliance
Only collect necessary information and ensure your tool usage complies with relevant regulations like GDPR or CCPA.
Tip: Always inform customers when their information will be shared or stored.
Test Thoroughly
Regularly test each tool within your agent to ensure it operates correctly. Use both chat and voice testing features.
Test scenario: Simulate a quote request and verify the SMS is sent with correct information.
Provide Fallback Options
Always have alternative actions if a tool is unavailable or fails. This ensures smooth customer experience.
Example: "If unable to send an email, inform the caller and offer to take a message instead."
Transform Your AI Agent Into a Proactive Assistant
Automate Tasks
Reduce manual workload by handling routine tasks autonomously
Enhance Experience
Provide swift responses and personalized interactions
Integrate Systems
Tools work seamlessly across all channels - configure once, use everywhere
See deployment options →Ready to Supercharge Your AI Agent?
The key to maximizing your AI agent's potential lies in thoughtful configuration and clear instructions. Start exploring our tool library to see what's possible.