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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

ToolWhat it does
transferCallTransfers the call to another number.
transferCallSecondaryTransfers the call to a secondary destination.
sipColdTransferTransfers the call over SIP without staying on the line.
sipWarmTransferTransfers the call over SIP while briefly staying on the line to hand off context.
pauseTimerPauses call timing logic, for example while waiting on hold.
queryKBSearches a knowledge base for information to answer the caller.
numberValidationValidates a phone number the caller provides.

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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.