Tool Configuration

Tools extend what your agent can do during a call. Each tool is configured per agent, so different agents can have different capabilities. Open an agent and scroll to the Tools section to configure them.

Available tools

Transfer Call

Lets the agent hand off an active call to a human phone number mid-conversation. Enable it and add one or more Transfer numbers — the phone numbers the agent can redirect calls to.

Tip

Add transfer instructions in your agent’s instructions so it knows when to use this tool. For example: “Transfer to a human if the caller asks to speak to someone directly.”

Lookup Caller

Lets the agent query your CRM integration during a call to retrieve caller information. Requires Integrations to be configured.

Query Knowledge

Lets the agent search your knowledge base to answer questions during a call. The agent uses this automatically when a caller asks a question it doesn’t know from its instructions alone.

Enable or disable a tool

Click a tool’s checkbox to toggle it on or off. The header shows a count of enabled tools (e.g. 3 enabled). Changes take effect after you click Save.

Related pages

• Instruction Builder — write the instructions that govern when tools are used
• Knowledge Base — manage the content agents can search