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Tools

Actions overview

Add tools after the conversation works. If the assistant cannot collect clean details yet, automation will only make the failure faster and harder to debug.

Choose the smallest action that completes the workflow.

Add tools after the core callback flow works. On day one, most teams do not need them. Once the callback assistant can already answer a call and collect clean details, tools make that call useful after it ends or help hand the caller to a person in real time.

What this area is for

  • Connecting the agent to outside systems
  • Sending callback emails or summaries
  • Forwarding or escalating live calls
  • Giving the agent actions that go beyond pure conversation

When you should come here

  • The callback assistant should send the captured handoff to a team inbox
  • A caller should be forwarded to a person when someone is available
  • The voice workflow is working, but the assistant now needs to trigger real actions

If you are still trying to make the first phone call work, skip tools for now and finish onboarding first.

Typical examples

  • "Send the callback summary to my team" -> use an email tool from Built-in Tools
  • "Forward this caller to a person when someone is available" -> use conference forwarding from Built-in Tools
  • "Create the callback request in our CRM or ticket system" -> use an API tool

Tool types

  • Email tools for summaries, callback handoffs, or follow-up messages
  • Conference forwarding when the conversation should move to a person or another destination
  • API tools for live lookups or outbound actions in external systems

Most common mistake

Teams often add tools before the assistant reliably collects clean caller data. First make sure the callback flow is stable. Then describe the tool clearly so the model knows when to use it, what result it should return, and what to do next.

Read this next

  • Built-in Tools for the Email Tool and conference-forwarding patterns
  • API Tools when you need live external data or external actions
  • Post Processing when delivery should happen after the final summary is stored
  • OAuth Setup when the API you are calling needs delegated authentication