AI Agents

AI agents are virtual assistants that handle customer interactions, answer questions, and provide support automatically. You can configure multiple AI agents to address sales, support, and customer service needs tailored to your business.

AI Tools

AI Tools significantly expand your AI agents' capabilities, enabling them to perform specialized functions and integrate with external systems for more powerful and useful interactions.

What Are AI Tools?

AI Tools are specialized functions that AI agents can use to:

• Retrieve real-time information from external sources
• Process data with specialized algorithms
• Trigger actions in your business systems
• Extract structured information from conversations
• Make decisions based on complex criteria

These tools extend your AI agents beyond simple conversation, allowing them to deliver more valuable services to your customers.

Types of AI Tools

Internal Tools

These tools are deeply integrated within ABC Salesbot and can be activated with minimal configuration. They allow you to define conditions, parameters, and actions specific to your business cases.

Tool Name	Description	Use Cases
Lead Tagging	Automatically tag leads based on conversation content	- Tag leads mentioning "FREECUPON_2025" as "free-users" - Tag leads using the single word "TOP" with "Top0204"
Lead Automation	Add, remove, or replace leads in automations based on conversation triggers	- Add leads texting "marketing-webinar-2025" to the "30-day-trial" automation - Remove leads from automations when they no longer qualify
Lead Highlight	Triggers notification and applies a tag, alerting human agents while maintaining AI conversation	- Tag leads requesting private tours as "1_to_1_request" for review - Alert managers when leads confirm strategy calls - Notify all company users and configured email recipients
Time Zone Conversion	Convert dates between different time zones	- Convert RFC3339 dates to specified target time zones for global scheduling
Lead Data Capture	Extract conversation details and store them in custom fields	- Save mentioned school names to the "school_name" field - Update discovery day details in relevant custom fields - Capture multiple field values in a single operation

Configuring Internal Tools

1. Navigate to AI Agents > Select Agent > Tools
2. Click "Add Tool" and select from the Internal Tool options
3. Configure the specific parameters and trigger conditions
4. Save and test the tool in simulation mode

Detailed Internal Tool Specifications

Lead Tagging

Parameters:

• tag_name (string): The tag to apply to the lead
• reason (string): Reason for applying the tag

Lead Automation

Parameters:

• action (string): The action to perform ("add", "remove", or "replace")
• slug_id (string): The SlugID of the automation
• reason (string): A brief description of the reason for this action

Usage Examples:

• Use "add" to enroll leads texting "win" in the "mandarin-paid-students-1579" automation
• Use "remove" to unenroll leads from "attendedcn2703-1508" automation
• Use "replace" to transition leads between automations when their status changes

Time Zone Conversion

Parameters:

• timezone (string): Target timezone (IANA Time Zone) to convert dates to
• dates (array): List of dates in RFC3339 format to convert

Lead Highlight

Parameters:

• last_message (string): Lead's last message before escalation (preserved exactly as received)
• reason (string): Reason for escalation
• tag_name (string): The tag to apply to the lead

Behavior:

• Sends notifications to all company users and configured email alert recipients
• Applies the specified tag to the lead
• Maintains AI handling of the conversation while alerting human agents

Lead Data Capture

Parameters:

• fields (array): List of field names and values to capture
  • name (string): The custom field name to store the captured data
  • value (string): The value to store in the custom field
• reason (string): Reason for capturing this data

Custom Tools

Custom Tools connect your AI agents to external services or APIs through REST API calls with specific authentication mechanisms and parameters. Examples include:

• CRM Integration: Update customer records in your CRM
• Inventory Checking: Retrieve real-time product availability
• Appointment Booking: Reserve time slots in your calendar system
• Financial Data: Fetch current pricing or exchange rates
• Knowledge Base Search: Query your help center for specific information
• Product Recommendations: Generate personalized product suggestions
• Shipping Tracking: Provide real-time delivery status updates
• Custom Calculations: Perform industry-specific calculations or estimates

Creating Custom Tools

1. Navigate to AI Agents > Select Agent > Tools > Custom Tools
2. Click "Create Custom Tool"
3. Configure:
   • Tool name and description
   • API endpoint and authentication
   • Request parameters and format
   • Response handling instructions
4. Test the API connection
5. Activate for your agent

How AI Tools Work

1. Tool Configuration - Define the tool's purpose, parameters, and actions
2. AI Integration - Connect the tool to your AI agent
3. Trigger Conditions - Specify when the tool should be used
4. Action Execution - The tool performs its function when needed
5. Response Handling - Results are incorporated into the conversation

Best Practices

For effective use of AI Tools:

• Start Simple: Begin with one or two tools before adding complexity
• Test Thoroughly: Verify tool behavior in simulation mode
• Clear Naming: Use descriptive names for tools and parameters
• Handle Failures: Provide fallback instructions for errors
• Regular Audits: Periodically review tool usage
• Security First: Ensure API keys have appropriate permissions

Frequently Asked Questions

How many tools can I add to one AI agent?

You can add up to 10 tools to each AI agent. We recommend starting with fewer tools and adding more as needed, as too many tools can sometimes make the agent's behavior less predictable.

Can I control when tools are used?

Tools are activated automatically based on conversation context. The AI determines when a tool is appropriate to use based on the conversation flow.

Are API calls from custom tools counted in my usage limits?

No, we don't charge extra for tool usage.

Can I create my own internal tools?

Currently, only the predefined internal tools are available. However, you can create custom tools to connect to external APIs for additional functionality.

Related Features

• Automations - Combine AI tools with automated workflows