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Tool Usage Guide

Transform your AI agent from a conversationalist into a powerful automation engine. Learn how to leverage tools to bridge virtual interactions with real-world actions.

Beyond Conversation: Real-World Actions

Your AI agent isn't just a conversationalist—it's a capable assistant that can perform actions that bridge the gap between virtual interactions and real-world tasks. By utilizing various tools, your agent can send emails, text messages, interact with external APIs, and much more.

This enables you to automate processes, enhance customer experiences, and streamline operations—all while maintaining the personal touch of human-like conversation.

How Tool Integration Works

See how simple instructions translate into automated workflows

Tool Usage in Action

Instruction:

"When a caller wants a quote, collect their name, square footage of the area, and location, then send this information to Tim via SMS."

Automated Workflow:

1

Customer requests a quote

2

Agent collects required information

3

Agent sends SMS to Tim with details

4

Customer receives confirmation

Tools used: Send Text Message

Tool Categories

Send Text Message

Send SMS messages to customers during or after interactions

  • Confirmation texts
  • Follow-up messages
  • Alerts

Send Email

Automatically send emails with conversation summaries or follow-ups

  • Transcripts
  • Confirmations
  • Marketing

Scheduling

Book appointments and manage calendars seamlessly

  • Calendar sync
  • Reminders
  • Availability check

Transfer Call

Route calls to human agents or other departments

  • Smart routing
  • Queue management
  • Escalation

Call Webhook

Integrate with any external service via webhooks

  • Real-time data
  • Custom actions
  • API calls

Zapier Integration

Connect to 7000+ apps without coding

  • Automation
  • Workflows
  • Data sync

Channel-Specific Tool Availability

Not all tools are available in every channel—choose the right tool for the right context

Tool Availability Across Channels

Phone Only

Tools designed for voice interactions

e.g., Transfer Call, Voice-specific actions

Chat Only

Tools for text-based conversations

e.g., Rich media sharing, Chat-specific features

Universal

Available across all channels

e.g., Send Email, CRM updates, Webhooks

💡 Tip: Look for channel icons next to each tool to understand where it can be used.

Best Practices for Tool Usage

Write Clear, Specific Instructions

Be explicit about when and how your agent should use each tool. Ambiguous instructions lead to inconsistent behavior.

Example: "If a customer asks for support, create a CRM note with their issue and escalate it to the support team via email."

Respect Privacy & Compliance

Only collect necessary information and ensure your tool usage complies with relevant regulations like GDPR or CCPA.

Tip: Always inform customers when their information will be shared or stored.

Test Thoroughly

Regularly test each tool within your agent to ensure it operates correctly. Use both chat and voice testing features.

Test scenario: Simulate a quote request and verify the SMS is sent with correct information.

Provide Fallback Options

Always have alternative actions if a tool is unavailable or fails. This ensures smooth customer experience.

Example: "If unable to send an email, inform the caller and offer to take a message instead."

Transform Your AI Agent Into a Proactive Assistant

Automate Tasks

Reduce manual workload by handling routine tasks autonomously

Enhance Experience

Provide swift responses and personalized interactions

Integrate Systems

Tools work seamlessly across all channels - configure once, use everywhere

See deployment options →

Ready to Supercharge Your AI Agent?

The key to maximizing your AI agent's potential lies in thoughtful configuration and clear instructions. Start exploring our tool library to see what's possible.