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Custom tools allow your AI agents to access external information by connecting to your APIs.

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How It Works

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Setup

1

Navigate to Agent Settings

Go to your agent settings
2

Add Custom Tool

In the Tools section click + Add to create a new custom tool
3

Configure Basic Settings

Fill in the configuration:
FieldDescription
NameIdentifier for your tool (e.g., check_account_balance)
DescriptionWhat the tool does and when to use it.
HTTP MethodGET, POST, PUT, PATCH, or DELETE
URLYour API endpoint (must use HTTPS)
Response Timeout1-10 seconds
4

Add Parameters

Configure headers, query parameters, and request body using the value types below
5

Update System Prompt (Optional)

Add business rules and conversation flow for using the tool in your agent’s system prompt

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Value Types

Use these value types for headers, query parameters, and request body:
TypeDescriptionUse Case
ConstantStatic valuesFixed config
System VariableContact/call dataCustomer email, phone number
LLM ParameterAI-extracted from conversationAccount numbers, product IDs
SecretEncrypted sensitive dataAuth tokens, passwords

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System Variable

To add contact and call data to your request you can use two available types: Standard Fields: Built-in contact and call information
  • contact.firstName, contact.lastName, contact.phoneNumber, contact.externalId
  • call.id
Use the dropdown in the UI to browse all available variables. Contact Details: Custom fields you define per contact (accessed via contact.contactDetails.*)
  • Example: contact.contactDetails.customerId, contact.contactDetails.accountTier

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LLM Parameter

The AI extracts these values from the conversation by asking questions or inferring from context. When you configure an LLM Parameter, you provide:
  • Name: The parameter name in the API request
  • Description: Instructions for the AI on what to extract and the expected format
  • Data Type: String, Number, or Boolean
The AI uses the description to understand when and how to collect this information from the customer. Example: A parameter named account_number with description “Customer’s account number (format: ACC-12345)” tells the AI to ask for and extract an account number in that format.