Tool Usage

Your AI agent isn't just a conversationalist, it can also perform actions that bridge the gap between virtual interactions and real-world tasks. By utilizing a variety of 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.

Instructing Your Agent to Use Tools

You can give your agent special instructions to perform actions based on user interactions. For example:

• Scenario: When a caller requests a quote.

  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."

  Implementation:

  • Configure the Send Text Message tool with Tim's name and phone number.
  • The agent will gather the required information during the call.
  • Upon completion, the agent will automatically send an SMS to Tim with the collected details.

This approach allows your agent to seamlessly handle requests and ensure that the right people are notified promptly.

Available Tools

Equip your agent with the following tools to enhance its functionality:

1. Send Text Message

   • Description: Allows the agent to send SMS messages to specified recipients.
   • Use Case: Notifying team members of customer requests or sending confirmations to callers.

2. Send Email

   • Description: Enables the agent to send emails with customized content.
   • Use Case: Sending detailed information, taking messages and delivering them to staff.

3. Create CRM Note

   • Description: The agent can create notes in your CRM system in the platform.
   • Use Case: Logging call details or customer interactions for future reference.

4. Change CRM Stage

   • Description: Automatically updates the customer's stage in your CRM pipeline.
   • Use Case: Moving a lead to a different stage after a successful interaction.

5. Call Webhook

   • Description: Triggers an HTTP REST API call to external services.
   • Use Case: Integrating with other systems, such as updating databases or triggering workflows, getting information from external systems. (Guide)

6. Scheduling

   • Description: The agent can schedule appointments or meetings. (Integrates with Google calendar)
   • Use Case: Setting up consultations or service visits directly from the conversation.

7. Zapier Trigger

   • Description: Initiates actions in over 7,000 apps connected through Zapier.
   • Use Case: Automating complex workflows, such as updating spreadsheets or sending notifications.

8. Switch Agent

   • Description: Transfers the interaction to a different AI agent.
   • Use Case: Redirecting to a specialized agent for specific queries.

9. Send Text Message to Caller

   • Description: Sends an SMS directly to the caller.
   • Use Case: Providing confirmations, links, or additional information during or after the call.

10. Transfer Call

    • Description: Transfers the call to a human representative or another department.
    • Use Case: When the caller needs to speak with a live person for complex issues.

Tool Availability

Please note that some tools are exclusive to certain interaction types:

• Phone Only Tools: Designed to be used during phone calls.
• Chat Only Tools: Intended for use in chat-based interactions.

How to Identify Tool Availability:

• Icons: Each tool has an icon indicating its availability.
  • Phone Icon: Available during phone interactions.
  • Chat Icon: Available during chat sessions.
  • Globe Icon: Available everywhere.

Be sure to check these icons when configuring your agent to ensure the tools function as intended in the appropriate channels.

Best Practices for Tool Usage

• Clear Instructions: Be specific about when and how the agent should use each tool.

  • Example: "If a customer asks for support, create a CRM note with their issue and escalate it."

• Data Collection: Only gather necessary information to respect customer privacy and comply with regulations.

• Testing: Regularly test each tool within the agent to ensure it operates correctly.

  • Use the chat or voice testing features to simulate interactions.

• Fallbacks: Provide alternative actions if a tool is unavailable or fails.

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

Enhancing Your Agent's Capabilities

By effectively utilizing these tools, your AI agent becomes more than just a receptionist, it transforms into a proactive assistant capable of:

• Automating Tasks: Reducing manual workload by handling routine tasks autonomously.

• Improving Customer Experience: Providing swift responses and personalized interactions.

• Integrating Systems: Seamlessly connecting with your existing tools and platforms for unified operations.

Remember: The key to maximizing your AI agent's potential lies in thoughtful configuration and clear instructions. By harnessing these tools wisely, you create a more responsive, efficient, and powerful agent that can significantly contribute to your business's success.