Skip to main content
Tools extend what your agent can do during a call — from looking up customer data in your CRM to transferring calls to the right department.

​
Adding a tool

  1. Open the agent detail page
  2. Scroll to the Tools section
  3. Click Tool hinzufuegen (Add Tool)
  4. Select the tool type from the dropdown
  5. Configure the tool settings
  6. Save

​
Tool types

​
HTTP Request

Make API calls to external systems during a conversation. Common uses: CRM lookup, ticket creation, appointment booking.
SettingDescription
URLTarget API endpoint
MethodGET, POST, PUT, or DELETE
HeadersKey-value pairs (e.g., Authorization)
Query ParametersKey-value URL parameters
BodyJSON body (for POST/PUT)
TimeoutMax wait time in seconds
Speak during executionAgent talks while waiting for the response
Speak after executionAgent reads the result to the caller
Security: URLs pointing to internal/private IP addresses are blocked (SSRF protection).

​
Transfer Call

Transfer the call to a human agent or external number.
SettingDescription
Phone numberTarget number
Transfer modeCold (immediate handoff) or Warm (agent stays on line briefly)
Play hold musicMusic while transferring

​
Monitored Transfer

Like Transfer Call, but the AI stays on the line to monitor the transfer via SIP INVITE.
SettingDescription
Phone numberTarget number
TimeoutHow long to wait for the transfer (seconds)

​
End Call

Terminate the call with a goodbye message.
SettingDescription
Goodbye messageWhat the agent says before hanging up

​
Extract Variable

Extract structured data from the conversation (email, phone number, etc.).
SettingDescription
Variable nameInternal identifier
Variable typeemail, phone, name, number, date, or custom
Prompt textWhat the agent asks to collect the data
Example formatExample shown to the AI (e.g., name@example.com)
ConfirmationAsk the caller to confirm the extracted value

​
Play Tone / Press Digit

Play DTMF tones — useful when the agent needs to navigate an IVR system.
SettingDescription
DigitDTMF digit to play
DurationTone duration in milliseconds
VolumeTone volume (0-1)
Search the agent’s knowledge base documents. See Knowledge Base for document management.
SettingDescription
Top KNumber of document chunks to retrieve
Similarity thresholdMinimum relevance score (0-1)
Bridging sentenceWhat the agent says while searching

​
Priority

Each tool has a priority number. Lower numbers = higher priority. When the AI decides to use a tool, priority helps resolve conflicts between similar tools.

​
Enable / Disable

Toggle individual tools on or off without deleting them. Disabled tools are not available to the AI during calls.

​
Who can edit

Only Super-Admin and Dev-Admin can configure tools. This section is hidden for Client-Admin and Client-Employee users.