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Tools let your assistant perform actions during calls—like ending conversations gracefully or transferring to human agents. Configure when and how these tools should be used.

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Available Tools

What it does: Allows the assistant to end calls automatically when appropriate.Configuration:
  • Enable/Disable: Toggle the tool on or off
  • Scenarios: Define when the assistant should end calls
  • Custom Message: What to say before ending the call
Example Scenarios:
  • “Customer says goodbye”
  • “Issue resolved”
  • “Request completed”
  • “Complaint escalated”
Use specific scenarios to help the AI understand when it’s appropriate to end a call. Be clear about completion criteria.
What it does: Transfers calls to human agents or other phone numbers.Configuration:
  • Enable/Disable: Toggle the tool on or off
  • Transfer Numbers: List of phone numbers to transfer to
  • Scenarios: Define when transfers should happen
  • Custom Message: What to say before transferring
Example Transfer Numbers:
  • +1234567890 (Sales team)
  • +0987654321 (Technical support)
  • +1122334455 (Manager)
Example Scenarios:
  • “Technical issue beyond AI capability”
  • “Billing inquiry”
  • “Escalation request”
  • “Customer requests human agent”
Make sure transfer numbers are valid and staffed. Failed transfers create poor customer experiences.
What they are: Advanced tools you can define for specific use cases.Use Cases:
  • Database lookups
  • API integrations
  • Custom business logic
  • External system interactions
Configuration:
  • Tool Definition: JSON schema defining the tool
  • Parameters: Input parameters the tool accepts
  • Description: How the AI should use the tool
Custom tools require development work to implement the actual functionality. Contact your development team for custom tool implementation.

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How to Configure Tools

  1. Go to your assistant’s configuration
  2. Navigate to the Tools section
  3. Enable the tools you want to use
  4. Configure each tool’s settings
Start with basic tools (End Call, Transfer Call) before implementing custom tools.
For End Call Tool:
  • List specific situations when calls should end
  • Be clear about completion criteria
  • Consider both successful and unsuccessful outcomes
For Transfer Call Tool:
  • Define when human intervention is needed
  • Specify different transfer destinations for different scenarios
  • Include escalation triggers
Example Scenarios Format:
End Call Messages:
  • Professional and friendly
  • Confirm completion of the interaction
  • Leave a positive impression
Transfer Messages:
  • Explain what’s happening
  • Set expectations for wait time
  • Reassure the customer
Examples:
  • End Call: “Thank you for calling! I’ve helped resolve your issue. Have a great day!”
  • Transfer: “I’m connecting you with a specialist who can better assist you. Please hold for just a moment.”

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Best Practices

  • Test thoroughly: Try different scenarios to ensure tools work as expected
  • Keep scenarios specific: Vague scenarios lead to unpredictable behavior
  • Monitor usage: Track when and why tools are being used
  • Update regularly: Refine scenarios based on real call data
  • Train your team: Ensure human agents are prepared for transfers

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Tool Usage Examples

Setup:
  • End Call Tool: Enabled
  • Transfer Call Tool: Enabled
  • Transfer Numbers: Support team, billing department
Scenarios:
  • End Call: “issue resolved, customer satisfied, information provided”
  • Transfer: “billing question, technical problem, escalation requested”
Result: AI handles simple inquiries but transfers complex issues to appropriate teams.
Setup:
  • End Call Tool: Enabled
  • Transfer Call Tool: Enabled
  • Transfer Numbers: Sales team, manager
Scenarios:
  • End Call: “information provided, not interested, callback scheduled”
  • Transfer: “ready to purchase, complex pricing question, wants to speak to sales”
Result: AI qualifies leads and transfers hot prospects to sales team.

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Troubleshooting

  • Tools not triggering: Check scenario definitions are specific enough
  • Wrong transfers: Verify phone numbers are correct and active
  • Premature call endings: Refine end call scenarios to be more specific
  • Failed transfers: Ensure target numbers can receive calls
  • Unclear messages: Test custom messages with real users
Use call recordings and transcripts to analyze tool usage and improve configurations.