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Tools let your agent do more than talk — transfer a call, look up information, check availability, or book an appointment while the conversation is happening.

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Built-in tools

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Choosing between the two pause timers

Both tools wait for a number of seconds, but they behave very differently while waiting. pauseTimer blocks the conversation. The agent cannot respond until the wait is over, even if the caller says something. Use it for short, deliberate pauses of a second or two. asyncPauseTimer runs the wait on a background thread and returns immediately, so the conversation stays live. This is the right tool for holds and phone screeners: the agent stays quiet, and if a person picks up and says “Hello?” it can answer right away instead of finishing the wait first. Waits are capped at 60 seconds. Three things to keep in mind when using asyncPauseTimer:
  • There is no “timer finished” event. The agent is never woken up when the wait ends — the completion is recorded for logging only. If the line is genuinely silent, nothing happens; the agent only speaks again when the caller (or hold audio) gives it something to respond to. That also means a second, longer hold only happens if something wakes the agent and your prompt tells it to call the tool again.
  • Inactivity messages must be longer than the wait. A hold sounds like silence to the platform, so inactivity messages keep counting down during the background wait. Their durations are cumulative — with the default 10s + 10s configuration the agent speaks after 10 seconds of silence and the call hangs up after 20. Raise those durations above your maximum wait, otherwise the agent will interrupt the hold or the call will be dropped mid-wait. Saving an agent with a hang-up message shorter than the wait is blocked for this reason.
  • Stage changes cancel the wait. If a Pathways transition or another stage change happens during the wait, the background wait is cancelled and does not carry into the new stage.
Because usage is driven by your prompt, tell the agent explicitly when to hold: acknowledge the hold once, call asyncPauseTimer, then stay quiet, ignore hold music and automated “please continue to hold” prompts, and respond immediately if a real person speaks.

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Custom API tools

The apiRequest tool lets your agent call any external API during the call — for example, to look up an order or submit a form.
1

Open the Tools section

In your agent, open the Tools section and add a new custom API tool.
2

Name it

Give the tool a name the agent will use to decide when to call it.
3

Configure the request

Set the HTTP method and URL, and a request template for the body or query parameters.
4

Add authentication and headers

Configure any headers or authentication the API requires.
5

Set the response path

Specify where in the API’s response the value the agent needs lives, so the agent can use it in the conversation.

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Calendar and booking tools

Check availability and create appointments through Lead Connector, with support for rescheduling.
Check availability and create appointments on a connected Google Calendar, with support for rescheduling.
Check availability and create appointments through Cal.com, with support for rescheduling.
Check availability and create appointments through Calendly, with support for rescheduling.

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Enable and configure tools

Each agent has its own set of enabled tools. Open the Tools section, enable the tools your agent needs, and fill in any tool-specific configuration.

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Review tool call logs

After a call, you can review which tools the agent called and what they returned from the call’s detail view. See Call logs for more.

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Next step

Call outcomes to classify how each call ended.