Custom tools (AI actions)

What it does

Custom tools let your AI agent take action, not just reply. You define HTTP actions (calls to your own APIs or services), and the AI can trigger them at the right moment during a conversation. For example:

• check stock before promising a delivery time;
• create a ticket in your internal tool;
• track an order in your system.

The AI calls the action, gets the result and uses it to reply to the customer.

Where to set it up

Custom tools are managed in the AI Agents → Custom tools section.

Create a custom tool

1. Open the AI Agents section.
2. Click Custom tools.
3. Click Add (or create a new tool).
4. Give it a clear name and a description: this is what helps the AI know when to use the tool.
5. Enter your API's URL and the HTTP method (for example GET or POST).
6. Add authentication headers if needed (API key, token).
7. Define the parameters the AI must provide (for example an order number).
8. Save the tool.

Enable the tool for an agent

1. Open the relevant AI agent.
2. Attach the custom tool you just created.

Good to know

• Polish each tool's description: the clearer it is, the better the AI knows when to use it.
• Make sure your API responds quickly, so the customer isn't kept waiting.