AI Tools: Actions Your Assistant Can Take
Create an action, configure its trigger and parameters, then enable it for the assistants that should use it.
AI Tools define actions an assistant may perform, such as sending an SMS or calling an external service. Creating a tool and allowing an assistant to use it are separate steps.
Create an SMS tool
- Open AI → AI Tools, start a new tool and choose Send a text (SMS).
- Under When, describe the situation that should trigger the text. For example, when a customer asks for a written summary.
- Review What should the message include? and decide whether to enable Ask the customer before sending. Choose the sending number under From which number, then use Save Tool.
Write a specific trigger and a useful message purpose. If the assistant must ask first, keep that choice consistent with its job instructions.
Allow an assistant to use the tool
Open the assistant's 06 What it can do, enable the intended tool and use Save changes. Check its trigger in a controlled conversation before relying on it with customers. A test that executes the tool can perform a real action, such as sending an SMS.
Use All, On and Turned off in the tool list to review availability. Turning a tool off at the system level prevents all assistants from using it, even if an assistant had it selected.
Connect an external service
The advanced HTTP option lets you define the request method, URL and timeout, then configure authentication and parameters. The form includes structured authentication choices such as bearer token, API key header or basic authentication, along with custom headers.
For each parameter, define its name, type, whether it is required, where it belongs in the request and how the assistant should obtain the value. Use the service's approved request format. Edit as JSON is an alternative editing view, not a required first step.
After saving, test a safe example and check the response before enabling the tool for an assistant. Keep credentials out of prompts, customer-facing messages and published examples.
What about transferring a call?
Hand the call to a person is a tool option for a compatible live-call context. Its presence does not mean every messaging channel can transfer a call or that creating a conversational agent enables voice service. Confirm the supported voice setup before configuring a live transfer.
Related guide: Conversational Agent Settings.