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Tools

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Tools extend an agent beyond conversation. Use tools to look up data, create tickets, update CRM records, book appointments, transfer calls, or trigger workflows.

Tool types

TypeUse when
Webhook toolThe agent should make an HTTP request to your system during a call.
Function toolYou want a structured function definition with typed arguments and controlled messages.

Best practices

  • Make tool names specific and action-oriented.
  • Keep schemas small and explicit.
  • Return short, machine-readable results.
  • Add safe fallback messages for tool failures.
  • Avoid returning sensitive data unless the agent is allowed to speak it.
Webhooks vs Tools

Webhooks notify you after call events. Tools let the agent call your systems during the conversation.