Built-in AI tools
Escalation, resolution, knowledge search, appointments, and optional workflow tools agents can run beyond plain text.
Built-in AI tools
Each agent can enable or disable built-in tools in Agent settings → Tools. Optional workflow tools (browser research, website builds, decks, PDFs, code, and more) are opt-in per agent.
Core tools (on by default)
| Tool | Purpose |
|---|---|
| Knowledge search | Query your indexed docs, sites, and uploads before answering. |
| Escalate conversation | Hand off to a human when frustration, policy, or confidence thresholds trigger. |
| Resolve conversation | Mark a thread resolved when the customer’s issue is done. |
| Book appointment | Collect scheduling intent using your configured appointment flow. |
Optional tools (enable per agent)
Examples include browser research, build website, create deck, create PDF, create image, run code, computer use, and plan & execute workflows. Sensitive tools can require in-chat approval in the playground before they run.
MCP & custom tools
MCP connectors and custom HTTP tools are configured separately but run in the same agent turn — see MCP overview and Connectors overview.
Tuning behavior
Use Agent instructions and guardrails to reduce unnecessary escalations or tool calls. After changing tools, verify behavior in the playground before publishing to channels.