AI Tools

Configure the actions your AI Agent can perform during conversations.

Overview

Tools allow the AI to perform actions beyond simply responding to messages. With them, the agent can update records, transfer calls, create appointments, and much more.

Types of Tools

There are two types of tools available:

1. Ready Actions (System)

Pre-configured Interflow actions, ready to use.

2. Custom Actions

Custom tools you create for specific integrations.

Ready Actions

Ready actions are system tools that come pre-configured. Just add and customize according to your needs.

Change Customer Name

Allows the AI to update the customer's name in the record during conversation.

When to use:

Customer provides a different name than registered
First interaction where the name is collected
Correction of misspelled names

Usage example:

text

👤 Customer: My name is John Smith, not John Santos
🤖 AI: Done, John! I've updated your record. How can I help you?

⚠️ Unique

This action can only be added once per agent.

Update Customer Data

Updates custom fields in the customer record.

Configuration:

Select the fields the AI can update
Define if they are required or optional
Save

Available fields:

Custom fields created in Settings
Standard system fields

Usage example:

text

👤 Customer: My email is john@email.com
🤖 AI: Perfect! I've saved your email. I can send confirmations there now.

Transfer to Team

Forwards the service to a human team.

Configuration options:

Option	Description
Allowed teams	Select which teams the AI can transfer to
Pause agent	Pauses the AI after transfer
Skip related flow	Doesn't execute flows linked to the team
Generate summary	Creates automatic conversation summary

Automatic Summary:

When enabled, the summary includes:

Reason for contact
Main customer questions
Steps already taken by AI
Data collected during conversation

Usage example:

text

👤 Customer: I need to speak to a human about a technical issue
🤖 AI: Got it! I'll transfer you to our technical support team. 
       One moment, please...

[System: Chat transferred to "Technical Support" with summary]

Schedule

Creates new appointments directly through conversation.

Configuration:

Field	Description
Calendar	Select which calendar to use
Services	All or specific
Professionals	All or specific
Operations	Allowed operation types

Appointment flow:

Customer requests appointment
AI checks available times
Customer chooses date/time
AI confirms and registers the appointment

Usage example:

text

👤 Customer: I want to schedule an appointment
🤖 AI: Sure! We have availability Monday through Friday.
       What day and time do you prefer?

👤 Customer: Thursday at 2pm
🤖 AI: ✅ Appointment confirmed!
       📅 Thursday, December 26, 2025 at 2:00 PM
       I'll send a reminder 24h before!

Confirm Appointment

Confirms existing customer appointments.

Configuration:

Calendar: Select which calendar to query

Behavior:

AI identifies customer's pending appointments
Presents details for confirmation
Marks as confirmed after acceptance

Usage example:

text

🤖 AI: Hello! I see you have an appointment tomorrow at 10am.
       Can I confirm your attendance?

👤 Customer: Yes, confirmed
🤖 AI: Perfect! Your appointment is confirmed. See you tomorrow! ✅

Change Funnel

Moves the customer between sales/service funnel stages.

Configuration:

Field	Description
Source stages	Which stages the customer can leave from
Target stages	Which stages they can be moved to

When to use:

Customer shows interest (move to "Qualified")
Customer closes deal (move to "Sold")
Customer asks not to be contacted (move to "Not interested")

Usage example:

text

👤 Customer: I want to close the Pro plan
🤖 AI: Excellent choice! I'll record your decision and a consultant 
       will contact you to finalize.

[System: Customer moved to "Closing" stage]

When Unable to Answer

Defines AI behavior when the answer isn't found in context.

Options:

Option	Description
Pause agent	Pauses AI and awaits human intervention
Save question	Records the question for later analysis

Why use:

Identify gaps in agent training
Avoid made-up answers
Collect FAQs to improve context

Viewing saved questions:

In the Context tab, click "Questions"
See all unanswered questions
Use to improve agent context

⚠️ Unique

This action can only be added once per agent.

Change Return Date

Reschedules the customer's automatic follow-up.

Configuration:

Select the return Flow
Select the return starting Node
Save

When to use:

Customer mentions future date ("Call me next week")
Customer can't talk now ("I'm busy")
Follow-up rescheduling

Usage example:

text

👤 Customer: Not now, call me Thursday
🤖 AI: No problem! I'll get in touch on Thursday. 
       Have a great day! 👋

[System: Follow-up rescheduled for Thursday]

Custom Actions

Create customized tools for your business's specific needs.

Tool Structure

Each custom tool has:

Field	Description
Description	What the tool does (used by AI to decide when to use it)
Name	Technical identifier (auto-generated)
Parameters	Data the AI should collect
Actions	What to execute when the tool is triggered

Creating a Tool

In the Tools tab, click "Custom Action"
Fill in the description (e.g., "Checks order status")
Name will be auto-generated (e.g., checks_order_status)
Add necessary parameters

Configuring Parameters

Each parameter has:

Field	Description
Name	Parameter identifier
Type	string, number, boolean, etc.
Description	Explains what the parameter represents
Required	Whether the AI must always collect this data
Allowed values	List of valid options (optional)

Parameter example:

json

{
  "order_number": {
    "type": "string",
    "description": "Customer's order number",
    "required": true
  },
  "query_type": {
    "type": "string",
    "enum": ["status", "tracking", "invoice"],
    "description": "Type of information desired"
  }
}

Configuring Actions

In the tool's Actions tab, define what happens when it's executed:

Go to flow node: Directs to a specific node
HTTP Request: Calls an external API
Update variable: Modifies a flow variable

Viewing JSON

Click the JSON button to see the tool in OpenAI format:

json

{
  "name": "check_order_status",
  "description": "Checks customer order status",
  "strict": true,
  "parameters": {
    "type": "object",
    "properties": {
      "order_number": {
        "type": "string",
        "description": "Order number"
      }
    },
    "required": ["order_number"],
    "additionalProperties": false
  }
}

Best Practices

✅ Do

Use clear and specific descriptions
Define parameters with correct types
Test each tool before publishing
Limit allowed values when possible
Configure fallback actions

❌ Avoid

Vague descriptions that confuse the AI
Too many similar tools
Unnecessary parameters
Tools without defined actions

Practical Examples

Balance Inquiry

json

{
  "name": "balance_inquiry",
  "description": "Checks available balance in customer account",
  "parameters": {
    "type": "object",
    "properties": {
      "balance_type": {
        "type": "string",
        "enum": ["available", "blocked", "total"],
        "description": "Type of balance to query"
      }
    },
    "required": []
  }
}

Invoice Duplicate

json

{
  "name": "invoice_duplicate",
  "description": "Generates duplicate invoice for payment",
  "parameters": {
    "type": "object",
    "properties": {
      "reference_month": {
        "type": "string",
        "description": "Invoice reference month (e.g., 01/2025)"
      },
      "send_via": {
        "type": "string",
        "enum": ["whatsapp", "email"],
        "description": "How to send the invoice"
      }
    },
    "required": ["reference_month"]
  }
}

Address Update

json

{
  "name": "update_address",
  "description": "Updates customer's delivery address",
  "parameters": {
    "type": "object",
    "properties": {
      "zip_code": {
        "type": "string",
        "description": "New address ZIP code"
      },
      "number": {
        "type": "string",
        "description": "House/building number"
      },
      "additional_info": {
        "type": "string",
        "description": "Additional info (apt, suite, etc.)"
      }
    },
    "required": ["zip_code", "number"]
  }
}

Next Steps

AI Agents - Back to overview
Flows - Configure agent flow
HTTP Request - Integrate with external APIs
Variables - Manipulate collected data

AI Tools ​

Overview ​

Types of Tools ​

1. Ready Actions (System) ​

2. Custom Actions ​

Ready Actions ​

Change Customer Name ​

Update Customer Data ​

Transfer to Team ​

Schedule ​

Confirm Appointment ​

Change Funnel ​

When Unable to Answer ​

Change Return Date ​

Custom Actions ​

Tool Structure ​

Creating a Tool ​

Configuring Parameters ​

Configuring Actions ​

Viewing JSON ​

Best Practices ​

✅ Do ​

❌ Avoid ​

Practical Examples ​

Balance Inquiry ​

Invoice Duplicate ​

Address Update ​

Next Steps ​

AI Tools

Overview

Types of Tools

1. Ready Actions (System)

2. Custom Actions

Ready Actions

Change Customer Name

Update Customer Data

Transfer to Team

Schedule

Confirm Appointment

Change Funnel

When Unable to Answer

Change Return Date

Custom Actions

Tool Structure

Creating a Tool

Configuring Parameters

Configuring Actions

Viewing JSON

Best Practices

✅ Do

❌ Avoid

Practical Examples

Balance Inquiry

Invoice Duplicate

Address Update

Next Steps