AI tools extend what your AI agent can do during phone calls. This article introduces the tools system and how it works.
What Are AI Tools?
AI tools are capabilities you can enable for your AI agent. Each tool gives the agent the ability to perform specific actions, like booking appointments, looking up customer information, or sending SMS messages.
Without tools enabled, your AI agent can only converse. With tools enabled, it can take action on behalf of callers.
How Tools Work
When a caller makes a request during a call:
- The AI agent understands what they need
- It identifies which tool can help
- It uses the tool to complete the action
- It confirms the result to the caller For example, when a caller says "I'd like to book a haircut for tomorrow," the agent uses the booking tool to check availability, find a suitable time, and create the appointment.
Why Tools Matter
Tools transform your AI agent from a conversational assistant into a productive team member that can:
- Complete bookings during calls
- Look up customer information
- Send follow-up messages
- Take specific actions based on your configuration
Tool Categories
Tools are organized into four categories:
Enabling Tools
| Category | Purpose | Example |
|---|---|---|
| Bookings | Appointment scheduling | Create, modify, cancel bookings |
| Customer | Customer management | Look up profiles, create records |
| Call to Action | Drive actions | Send links, trigger follow-ups |
| Utilities | Support functions | Date handling, greetings |
Each tool can be individually enabled or disabled. Some tools have additional configuration options that customize their behavior for your business.