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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.

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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

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Tool types

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HTTP Request

Make API calls to external systems during a conversation. Common uses: CRM lookup, ticket creation, appointment booking. Security: URLs pointing to internal/private IP addresses are blocked (SSRF protection).

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Transfer Call

Transfer the call to a human agent or external number.

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Monitored Transfer

Like Transfer Call, but the AI stays on the line to monitor the transfer via SIP INVITE.

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End Call

Terminate the call with a goodbye message.

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Extract Variable

Extract structured data from the conversation (email, phone number, etc.).

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Play Tone / Press Digit

Play DTMF tones — useful when the agent needs to navigate an IVR system. Search the agent’s knowledge base documents. See Knowledge Base for document management.

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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.

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Enable / Disable

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

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Who can edit

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