Built-in tools

Built-in tools (system tools) are ready-to-use capabilities you enable with one click. They cover the recurring use cases: transfer a call, take a reservation, search the knowledge base, end the conversation politely.

Catalogue

end_the_call

Ends the call professionally when the conversation is complete. Always on and cannot be disabled.

transfer_to_mobile_operator

Hands the call to a human operator via the mobile app. Configurable by hours and departments.

transfer_to_phone

Forwards to a fixed phone number (switchboard, company mobile). Mutually exclusive with transfer_to_mobile_operator.

transfer_to_campaign_operator

Forwards to an operator inside an active dialer campaign. Useful for mixed outbound + human handover scenarios.

make_reservation

Creates a booking in the unified calendar, with SMS confirmation and optional Google/Apple Calendar sync.

search_knowledge_base

Searches the company knowledge base (documents, manuals, price lists uploaded in the Documents section).

Typical configuration

1. 1

   Open the agent's tools section

   /ai-agents → select the agent → Built-in tools tab.

2. 2

   Enable a tool

   Toggle on/off. If a tool conflicts with another already enabled, the system blocks the change and tells you which one to disable first.

3. 3

   Fill in required parameters

   E.g. availability hours for transfers, knowledge base to query, SMS template for bookings.

4. 4

   Save and test

   Run a test from the playground to verify the tool activates when expected.

Mutual exclusions

Some tools cannot coexist because they cover the same intent with different strategies. Example: transfer_to_mobile_operator and transfer_to_phone are mutually exclusive, you must choose whether transfers go to a human operator on the app or to a fixed number.

When to prefer a built-in tool over an External Tool

• You need the out-of-the-box capability. Transfer, booking, RAG: prefer the built-in tool. Already optimized and integrated with our systems.
• You need to talk to your own system. You need an External Tool, not a built-in one.
• You want the standard MCP protocol. See the dedicated page: MCP servers expose many remote tools with a single uniform protocol.