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Tools are actions an agent may take during a conversation: search your knowledge base, send email, create a booking, create a ticket, and similar. You enable them on a workflow node, or on chat AI Configuration for some channel setups. Connecting an account on Integrations does not turn a tool on. Enable it on the node and finish the configure modal.
Voice workflows hide Search media. Every other built-in tool is available on both Chat and Voice.

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Enable a tool on a workflow

1

Open the workflow

In the project sidebar, select Workflows, then open a Chat or Voice workflow.
2

Select a node

Click an Agent, Supervisor, or Task (or a step inside a Task Group).
3

Open Tools

Select the Tools tab. Tools are grouped: Knowledge, Support, Messaging, Verification, Scheduling, Orders & shipping, Operations, MCP, and Custom actions. MCP and custom actions are created under Power your agent; you only toggle them here.
4

Turn the tool on

Toggle it. If a configure dialog appears, pick the connection, number, WhatsApp templates, sheet, escalation, or destination, then save.
The tool shows as on. Publish the workflow so live channels and campaigns use it.
You can also enable the same catalog from a chat channel’s AI Configuration tab. Use the workflow Tools tab when the agent logic lives on the canvas.

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Built-in tools

Each card opens a setup guide.

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Knowledge

Search knowledge base

Answer from project sources. Choose agent-when-needed or auto-retrieve each turn.

Search media

Find images, videos, and documents in the media library. Chat only.

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Support

Create ticket

Open a support ticket for staff to follow up later.

Get ticket status

Look up an existing ticket and customer-visible updates.

Escalate to on-call

Start a named on-call escalation when the customer needs a live human now.

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Messaging

Send email

Email the customer from the email connection selected on the tool.

Send WhatsApp Template

Send configured approved templates; free-form inbox replies are sent from Conversations.

Send SMS

Send SMS from a selected Twilio number.

Send Slack

Post a DM or channel message from the Slack integration.

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Verification

Verify email (OTP)

Confirm the customer owns an email address with a one-time code.

Verify phone (OTP)

Confirm the customer owns a phone number with a one-time SMS code.

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Scheduling

Scheduling

Book, cancel, reschedule, and manage availability with Calendly, Cal.com, or Google Calendar.

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Orders & shipping

Get Shopify order status

Look up an order by ID, email, or phone.

Track shipment

Track status with the selected Shiprocket or Shipprime connection.

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Operations

Google Sheets

Append, read, and update rows in a configured spreadsheet.

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Beyond the catalog

Need something the catalog does not ship? Power your agent with your HTTP APIs and MCP servers, then enable them on this same Tools tab.

Power your agent

Create custom actions and connect MCP servers you manage. Then turn them on for the node.