Customer tools help your AI agent handle caller-specific situations, such as finding an existing booking or transferring the caller when a person should take over.

Where to find customer tools

Go to AI Agent → Tools & Integrations → Customer.

The exact tools available can vary by location type and configuration. Each card shows what the tool does, whether it is Active or Inactive, and whether it needs configuration.

Existing customer and booking lookup

Some customer-related actions help the agent identify an existing booking before changing or cancelling it. This is important because customers may call from the same phone number used for a booking, or they may provide a booking reference.

The agent should confirm the correct booking before taking actions that affect it.

Human transfer

Transfer tools allow the agent to hand a caller to a person when needed. This is useful when the customer explicitly asks for someone, sounds frustrated, has a request the AI should not handle, or needs help outside the normal flow.

If a transfer tool requires a phone number, configure it carefully. Phone fields are validated, and the tool cannot be saved with an invalid number.

💡 Tip: Human transfer is not a failure path. For sensitive, unusual, or high-value calls, handing the customer to a person can create a better experience.

Booking-team transfer

Some booking situations may require a transfer rather than an AI-completed action. For example, repeated booking failures, special requests, or a customer insisting on speaking to the booking team may be better handled by a person.

If this tool appears in your setup, configure it only when the destination team is ready to receive those calls.

Saving customer tool changes

After enabling, disabling, or configuring a customer tool, use Save Changes in the bottom banner. If you are not ready to apply the change, choose Reset before saving.

Test sensitive handoffs

Customer tools often affect important moments in a call. After changing transfer or lookup-related settings, test the likely caller scenarios: asking for a person, asking about an existing booking, or trying to change a booking.

Listen for whether the agent explains the handoff clearly and whether the customer lands in the right place. If the experience feels confusing, adjust the tool setup before relying on it for live calls.