Utility tools support the background tasks that make conversations smoother. They are not always as visible as booking or SMS tools, but they help the AI agent handle common call moments correctly.

Where to find utility tools

Go to AI Agent → Tools & Integrations → Utilities.

If the category has no tools for your location, Speako shows No tools in this category.

Examples of utility behaviour

Utility tools can include actions such as:

  • ending a call politely when the customer is finished
  • checking today's date in your business timezone
  • searching your Knowledge Base when the caller asks about detailed business information

Some utility behaviour may be added automatically as part of the agent setup. For example, ending a call properly is a core call behaviour, not something customers should have to configure in detail.

When the agent needs detailed business information, it can use knowledge search to look up relevant Knowledge Base content. This helps the agent answer questions about items, prices, services, policies, or other details you have provided.

The quality of those answers depends on the quality of your Knowledge Base. If customers ask detailed questions and the agent cannot answer well, review your knowledge entries before changing tool settings.

End-call behaviour

End-call behaviour helps the agent avoid awkward endings. When a customer clearly says they are done, the agent can close the conversation naturally instead of asking unnecessary follow-up questions.

💡 Tip: Utility tools are easiest to judge through real call outcomes. If calls end awkwardly or the agent cannot find details it should know, review utilities together with greetings and Knowledge Base content.

Saving

If you change a utility tool switch or configuration, use Save Changes in the bottom banner.

When not to change utilities

Avoid disabling utility tools unless you understand the effect on real calls. A utility may support behaviour customers expect, even if the tool itself looks simple in the dashboard.

If your goal is to change how the agent speaks, start with Personality or Greetings instead. If your goal is to change what the agent knows, update the Knowledge Base. Utility tools are best adjusted when you are changing what actions the agent can take.