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Tools act on conversations and query other systems. The AI decides when to invoke them using tool descriptions and agent instructions. Adding a tool does not make it run on every message.

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Add and save

1

Open Tools

Open the text agent and select Tools → Add. Find a tool in the catalog.
2

Configure its fields

Complete its name, description and applicable destinations, fields or files. The description explains when to use it.
3

Save the tab

Confirm the dialog and save Tools. Tool changes take effect when you save this tab.
4

Check the AI’s decision

Open Test agent. Write a request that should trigger the tool and inspect its simulated arguments.

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Catalog

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Delegate to a person

Delegation rules are configured by channel and can distribute across several people. Review availability, quotas and fallback destinations. This is different from Transfer to agent, which selects another AI. Direct transfer uses one fixed destination. Smart transfer uses a list of agents with descriptions explaining when to select each. You can also configure an automatic reply and system note.

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Tags, stages and contact data

In Tag conversation, enable at least one tag and explain when to apply it. Create tags in inbox settings first. In Move contact in board, select a board and enable stages with instructions. If you enable email notifications for a stage, choose recipients. In Update contact, enable only the fields the agent needs to write. The tool updates during the conversation without an additional confirmation. Write instructions that prevent replacing confirmed information with guesses.

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External API

The configurator requests an endpoint URL and a description of when to use the tool. Add parameters for the AI to extract and mark required fields. The endpoint receives a POST containing thread context and arguments. In Test, enter sample values, inspect the payload and send a test request.
The HTTP configurator sends a real request to your endpoint. It can change your system. Use test data and a test endpoint. The chat sandbox displays simulated tool executions instead.

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Common problems

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Frequently asked questions

Add Send image or Send PDF, upload the file and describe when to send it. Save Tools and test the request in the sandbox.
No. Tag conversation uses inbox tags. Manage contact tags separately under Contact tags.
Enable only the fields you need in its configuration. Review each field instruction and inspect arguments before using the agent with customers.
It shows what the AI would have executed. Check the actual connection using the HTTP tool’s Test tab against a test environment.
Confirming its dialog stages the change. Save Tools and check the save status.

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See also