Connect a custom function

A 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.

Navigation pathAgents → Tools → Add Custom Function

PrerequisitesAn endpoint you control, its request format and any required authentication.

Usage steps

Enter a readable Label and a machine-friendly Name, such as check_order_status. Add an Event Key if your routing uses one.
Write the Function Prompt to explain exactly when the agent should call the function and what information it needs first.
Choose the HTTP Method and enter the API Endpoint. Add the required Headers using the controls in the form.
Provide the Open AI Schema and Post Body expected by the endpoint. Configure Response Formatting so the returned information is useful to the agent.
Choose the Call Outcome classification, review the form and select Add. Save the agent with Update Agent.
Test with a controlled record. Confirm the request, response and spoken answer, including the behaviour when no result is available.

Connect a custom function — Figure 11. The custom-function form separates the calling instructions from the HTTP request and response configuration.

Expected result. The function is attached to the agent and can be used in the intended conversation.

Practical notes and troubleshooting. Keep credentials in the appropriate integration or header field. Do not put secrets into the spoken prompt or example text.

Add built-in tools to an agentTools let the agent take actions during a conversation. A Native Agent offers End Call, Transfer Call, Check Availability and Book Appointment tools.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.