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Platform guide · Create and configure agents

Add built-in tools to an agent

Tools let the agent take actions during a conversation. A Native Agent offers End Call, Transfer Call, Check Availability and Book Appointment tools.

Navigation pathAgents → select an agent → Tools
PrerequisitesThe destination, calendar or integration required by the action.

Usage steps

  1. Open Tools and review Selected Tools. Search the Built-in Tools list for the action you need.

  2. Open the required tool and complete its configuration. Use the fields shown for your provider rather than assuming all providers have the same options.

  3. For booking, configure availability checking and appointment booking together. Confirm the intended calendar and appointment details.

  4. Add prompt instructions that state when the agent should use each tool, what information it must collect, and what to do if the action fails.

  5. Select Update Agent. Test the successful path and a failure or handover path before using the tool in a live campaign.

Add built-in tools to an agent
Figure 10. Selected Tools shows attached actions; Built-in Tools shows actions that can be configured.

Expected result. The agent has the intended tools and instructions for using them.

Practical notes and troubleshooting. Writing a tool name in the prompt does not by itself attach or configure that tool.

Connect a custom functionA custom function lets an agent call an external endpoint during a conversation. Use it for a defined operation such as looking up an order or checking a service status.Connect calendars for appointment workflowsCalendar integrations provide the access needed for availability and booking actions. Connecting a calendar service and configuring the agent tool are separate tasks.Test with a browser callWeb Call lets you speak to an agent from your browser. Use it to hear the opening message, test responses and check the behaviour of configured tools.