Agent tools
Let your agents do things mid-call — look something up, book a slot, or send a message — by adding a tool to a step in the conversation.
A tool is something the agent can do while it's still on the call, as opposed to something it says. Look a customer up, book a slot, send a message.
Open Integrations → Agent Tools.
Tools act during a call. For what happens after a call ends, see Destinations.
The list
Every tool available to your workspace, with a search box. New tools appear here as they're published — there's nothing to install from outside.
Each carries a status:
| Badge | Meaning |
|---|---|
| Active | Set up and tested |
| Untested | Set up, but not yet confirmed working |
| Inactive | Set up and switched off |
Set a tool up
Click Set Up and fill in what it needs — usually an address to call and whatever it needs to authenticate. Secrets are stored write-only: you can replace one later, but not read it back.
Setting a tool up doesn't switch it on. It makes the tool available to your workspace. The agent doesn't know it exists until you add it to a step.
Give a tool to an agent
Open the agent, go to the Prompts tab, and add the tool to the step in the conversation where it should be used. The agent reaches for it at that point in the call, and not before.
Put the tool where the information is needed. A lookup that has to happen before the agent can answer belongs on the step that answers, not at the start of the call.
Write a good tool step
The step's instructions decide whether the agent uses the tool well.
- Say when to use it, in plain terms — "When the caller asks about their order status."
- Say what to do with what comes back.
- Say what to do when it returns nothing. Without this, an agent that finds no record tends to improvise.
Remove a tool
Click Remove, then confirm. Agents stop being able to use it immediately.