Custom Tools

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How It Works

1. Detect the need for specific information based on the conversation
2. Extract relevant data from the call context (contact details, call parameters, etc.)
3. Send a request to your configured endpoint with the extracted data
4. Receive a response with the requested information
5. Use that information to continue the conversation naturally

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What You Need to Provide

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1. Endpoint URL

• A webhook URL from automation tools like Make.com, Zapier, or n8n
• A custom API endpoint on your server
• A cloud function (AWS Lambda, Google Cloud Functions, etc.)

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2. JSON Schema

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JSON Schema Format

{
  "name": "example_tool",
  "description": "Description of what this tool does",
  "parameters": {
    "type": "object",
    "properties": {
      "param1": {
        "type": "string",
        "description": "Description of param1"
      }
    },
    "required": ["param1"]
  }
}

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Schema Components Explained

• name: A unique identifier for your tool (e.g., “customer_lookup”, “inventory_check”)
• description: What your tool does in plain language
• parameters: What data the agent should send to your endpoint
• properties: Individual data fields and their types
• required: Which parameters are mandatory

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Real-World Example

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Customer Information Lookup

{
  "name": "customer_lookup",
  "description": "Retrieves customer information (e.g. contract start date) using the contract number",
  "parameters": {
    "type": "object",
    "properties": {
      "contract_number": {
        "type": "string",
        "description": "Customer's contract number to look up"
      }
    },
    "required": ["contract_number"]
  }
}

1. Agent asks caller for their contract number
2. Agent sends request to your endpoint with the contract number as the parameter
3. Your system looks up customer information
4. Agent receives response and can say: “I can see your contract started on…”

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Setting Up Your Endpoint

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Option 1: Automation Tools (Recommended for Non-Technical Users)

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Make.com

1. Create a new scenario
2. Add a webhook trigger + copy the webhook URL and provide it to us as the URL to connect to
3. Configure your business logic (database queries, API calls, etc.)
4. Add a response module with the data you want to return

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Option 2: Custom Backend

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Response Format

{
  "contract_start_date": "2023-06-15",
  "contract_status": "active",
  "monthly_payment": 299.99,
  "contract_type": "premium"
}

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Need Help?

• Design appropriate schemas for your use case
• Troubleshoot endpoint issues
• Integrate with your existing systems