Tools the agent can use

Tools are the things your voice agent does for the caller during a call — separate from just answering questions. The agent decides when to fire each tool based on the conversation; you decide which tools the agent is allowed to use at all.

Toggle each tool on the agent’s Tools tab. Off by default.

Available tools

Tool	When the agent fires it	What happens
Knowledge base lookup	When the auto-RAG missed something	The agent searches your KB on demand and uses the result in its next reply
Capture lead	When the caller shares name + phone + interest	Saves contact to your Contacts with `voice-ai-lead` tag
Assign tag	When the caller fits a segment	Adds tags to the caller’s contact (e.g. “hot-lead”, “ac-shopper”)
Schedule callback	When the caller asks to be called back at a specific time	Adds a reminder; you’ll see it on your dashboard. Optional WA reminder fires automatically.
Send follow-up message	When the caller asks for info to be sent to them	Queues a WhatsApp message that goes out after the call ends
Transfer to human	When the caller is upset or asks for a person	Drops the AI and dials your fallback phone number
List available slots	Booking-template only	Shows open appointment slots for a given date / service
Create booking	Booking-template only	Confirms an appointment after the caller picks a slot
Create support ticket	Support-template only	Creates a ticket in your Support inbox with the caller’s issue

Per-tool config

A few tools have extra settings on the Routing tab:

Transfer to human

Requires a Fallback phone — the number the call routes to when the agent transfers. Set this on the Routing tab as an E.164 phone (+919876543210). Without it set, the agent apologises and offers a callback instead.

Send follow-up message

Optionally pick a Follow-up template on the Routing tab. The template’s variables are auto-filled from the call (caller name, captured interest, etc.). Without a template configured, the agent sends a free-form text message with whatever copy it generates.

List available slots / Create booking

The agent reads available slots from your booking calendar config (the one bundled with the booking template). Slots are filtered to exclude already-booked times automatically.

Create support ticket

Tickets land in your Support inbox with category voice_ai. Priority defaults to medium; the agent can pick high when the caller signals urgency.

How the agent decides which tool to fire

The agent reads your system prompt + the conversation context, then picks the most appropriate tool for the moment. Rules of thumb:

Capture lead fires when the caller shares both name + phone + some signal of interest.
Schedule callback fires when the caller specifies a time (“call me back at 3 PM tomorrow”).
Transfer to human is a last resort — the agent first tries to answer or capture details, and only transfers when the caller explicitly asks for a person or sounds upset.
Send follow-up message is for “send me the price list” / “send me your address” type asks — anything the caller wants in writing.

Watching tools fire

Two places:

During a Test Call — the right side of the modal shows a toast for every tool fire as it happens, plus a counter pill in the header. After the call ends, the summary screen lists every tool the agent used + a transcript download.
On real calls — the agent’s Activity tab shows every call with an expandable accordion. Click a call row to see the tool fires that happened during that call.

Best practices

Start with 2-3 tools. Capture lead + schedule callback + transfer cover the common cases. Add booking / ticket / KB lookup as your use case demands.
Always pair transfer_to_human with a working fallback phone. Otherwise the agent has nowhere to transfer.
Test tool fires in the Test Call modal before pointing real callers at the agent. Say things like “please call me back at 3 PM, my name is Sayan, my number is +91 9876543210” and verify the row lands in your Contacts.