Tools

Tools extend what an agent can do during a conversation.

Two Types Of Tools

The Tools page can show:

• built-in tools provided by the platform
• custom tools that you create and manage yourself

You can enable or disable tools per agent, and custom tools can be edited later.

When To Use A Tool

Use a tool when the agent needs to perform an action or fetch live data that should not live in static sources.

Examples:

• check an order status
• look up account data
• fetch structured product availability
• call an internal HTTP service

Working With Custom Tools

The custom tool flow lets you:

• create a tool
• configure its HTTP behavior
• test it
• enable or disable it for an agent

Best Practices

• keep tool behavior narrow and reliable
• use sources for stable reference knowledge, not live actions
• test tools before enabling them broadly
• monitor tool-heavy voice sessions in Voice Lab if voice is enabled

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