AI Tools
AI tools are the actions your agent can perform during calls — booking appointments, looking up information, sending notifications, and more.
How Tools Work
Tools are organized in a three-level hierarchy:
| Level | What It Is | Example |
|---|---|---|
| Tool Type | A category of tools | Calendar, CRM, Communication |
| Tool | A specific provider within a category | Google Calendar, HubSpot, Slack |
| Task Configuration | An action your agent performs using one or more tools | ”Book Appointment”, “Send SMS” |
Tool Types
Tool types are categories that group related tools together.
| Tool Type | Description | Example Tools |
|---|---|---|
| Calendar | Scheduling and availability | Google Calendar, Outlook Calendar, Calendly, Cal.com |
| CRM | Contact and lead management | HubSpot, Salesforce, Pipedrive, Zoho CRM |
| Communication | Messaging and notifications | Slack, Discord, Microsoft Teams |
| Messaging | Email and SMS | SendGrid, Twilio, Telnyx, WhatsApp |
| Webhook | External automations | Zapier, Make, n8n, Custom Webhook |
| Payment | Payment processing | Stripe, Square |
Built-In vs Integration Tools
| Type | How It Works | Examples |
|---|---|---|
| Built-in | Always available, no setup needed | Business info lookup, knowledge base search, message taking |
| Integration | Requires a connected integration to use | Google Calendar, HubSpot, Slack |
To use an integration tool, first connect the integration in Dashboard > Integrations, then configure a task that uses it.
Available Actions
Your agent can perform these actions during calls:
| Category | Action | Description |
|---|---|---|
| Appointments | Check availability | Look up open time slots |
| Schedule appointment | Book a new appointment | |
| Reschedule appointment | Move an existing appointment | |
| Cancel appointment | Cancel a booked appointment | |
| Check busy slots | See when the calendar is busy | |
| Get availability slots | Return a list of available times | |
| Call Handling | Transfer call | Transfer to a human agent |
| Take message | Record a message from the caller | |
| Send SMS | Send a text message during or after the call | |
| Search knowledge base | Look up information to answer questions | |
| Get business info | Retrieve business details | |
| Get services | List available services and pricing | |
| CRM | Create contact | Add a new contact to your CRM |
| Log call | Record the call in your CRM | |
| Notifications | Slack notify | Send a notification to a Slack channel |
| Email notify | Send an email notification |
Task Configurations
A task configuration defines a specific action your agent can perform, including which tools to use and when to trigger it.
Creating a Task
Go to Business Settings
Navigate to Dashboard > Business and select a business.
Open the Tools Tab
Click the Tools or Tasks section.
Add a Task
Click Add Task and fill in:
| Field | Description |
|---|---|
| Name | A descriptive name (e.g., “Book Appointment”) |
| Description | What this task does |
| Tools | One or more tools to use |
| Actions | What the task should do (e.g., schedule appointment, check availability) |
| Triggers | When the task should activate |
| Priority | Order of execution (0–100, higher = first) |
Configure Sync Mode
If you select multiple tools, choose how they work together:
| Sync Mode | Behavior | Use Case |
|---|---|---|
| Fallback | Try tools in priority order until one succeeds | Primary calendar down? Fall back to secondary |
| Sync All | Execute on all tools simultaneously | Book on both Google Calendar and your CRM |
| Primary Only | Only use the highest-priority tool | Strict single-source scheduling |
Save and Enable
Save the task. It’s active by default and your agent will use it during calls.
Trigger Events
Tasks can be triggered automatically based on call events:
| Trigger | When It Fires |
|---|---|
| Call start | When a call begins |
| Call end | When a call finishes |
| Booking request | When a caller asks to book something |
| Appointment booked | After an appointment is confirmed |
| Lead capture | When the agent captures lead information |
| Transfer request | When the caller asks to speak to a human |
| Voicemail left | When a caller leaves a voicemail |
| Function called | When the agent calls a specific function |
Managing Tasks
From the business tools section you can:
- Toggle active/inactive — Disable a task without deleting it
- Edit — Change tools, actions, or triggers
- Delete — Remove a task permanently (blocked if used by active campaigns)
- Reorder — Adjust priority to control execution order
Tasks used by active campaigns cannot be deleted. Pause or cancel the campaign first.
Tips
- Start with built-in tools — They work immediately without any integration setup
- Use Fallback mode — Provides reliability when your primary tool has downtime
- Set meaningful triggers — Match triggers to the actual caller intent your agent should handle
- Test before going live — Make a test call to verify your tools are working correctly