How do I give my AI agent tools so it can hang up, save information or book appointments?

Out of the box an AI agent can only talk. It cannot do anything in your account until you give it tools. This is by design for security: your customers talk to the agent, so unlike the AI assistant, which has full access to your platform, the agent gets only the abilities you choose.

1. Open the agent and go to the Tools tab (Tools and integrations).
2. Turn on or create the tools you want, fill in their settings, give each tool a custom name or keep the built in name, and save.
3. Go back to the prompt builder and write when to use each tool, in plain language, as you would instruct a new employee. You can type it or use speech to text.
4. In the instruction, type the @ symbol and pick the tool to tag it. For example: "Anytime someone is trying to sell you something or you think they are a telemarketer, hang up on them using @End conversation." and "Anytime someone is interested in our services, capture their information and save it using @Collect info."
5. Click Save, then click Test to try the agent.

Available tools include End conversation, which lets the agent hang up and is already on for a new agent. Ask and save, also called Collect info, asks questions such as name, email and phone plus your own custom questions and saves the answers to built-in or custom contact fields. Booking tools book, reschedule and cancel appointments: one kind books into the built-in bookable calendar system, which can sync with third-party calendars, and the other writes directly to a third-party calendar. Call transfer forwards the call: enter the number to transfer to and the caller ID number to call from. Other tools add a note to a contact, create a task to follow up later, add a tag (for example hot lead), move a contact between pipelines, and search the web.

The AI can often work out when to use a tool by itself, but spelling it out in the instructions is best practice. There is no special format, hidden prompt or secret to learn. This is how the AI and your workflows are tied together: you tell the agent what to do and tag the tool it should use.

During a test, tool calls appear as small blue icons in the conversation. Click one to expand it and see exactly what data was passed in and out, such as the name and email collected. In the call details you can also see the information that was passed in and what the AI was thinking.

If the agent does not do something you expected, check that the tool is turned on and that the instructions say when to use it. For example, if an agent writes its instructions into an email instead of tagging a contact, turn on the Add tag tool and tell the AI when to use it.

Useful instructions to add: after collecting information, ask whether there is anything else you can help with, and if not, end the call with End conversation. For emergencies, add a guardrail that tells the caller you are transferring the call and uses the call transfer tool. The agent only does these things if you tell it to, so spell out the behavior you want.