> ## Documentation Index
> Fetch the complete documentation index at: https://docs.botcadence.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> Turn on agent capabilities for knowledge, messaging, booking, tickets, and more

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](https://docs.botcadence.com/docs/build/integrations.md) does not turn a tool on. Enable it on the node and finish the configure modal.

> [!NOTE]
>
> Voice workflows hide **Search media**. Every other built-in tool is available on both Chat and Voice.

## 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](https://docs.botcadence.com/docs/build/actions.md); 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.

> [!TIP]
>
> 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.

## Built-in tools

Each card opens a setup guide.

### Knowledge

> **[Search knowledge base](https://docs.botcadence.com/docs/build/workflows/tools/search-knowledge-base.md)**
>
> Answer from project sources. Choose agent-when-needed or auto-retrieve each turn.

> **[Search media](https://docs.botcadence.com/docs/build/workflows/tools/search-media.md)**
>
> Find images, videos, and documents in the media library. Chat only.

### Support

> **[Create ticket](https://docs.botcadence.com/docs/build/workflows/tools/create-ticket.md)**
>
> Open a support ticket for staff to follow up later.

> **[Get ticket status](https://docs.botcadence.com/docs/build/workflows/tools/get-ticket-status.md)**
>
> Look up an existing ticket and customer-visible updates.

> **[Escalate to on-call](https://docs.botcadence.com/docs/build/workflows/tools/escalate-to-oncall.md)**
>
> Start a named on-call escalation when the customer needs a live human now.

### Messaging

> **[Send email](https://docs.botcadence.com/docs/build/workflows/tools/send-email.md)**
>
> Email the customer from the email connection selected on the tool.

> **[Send WhatsApp Template](https://docs.botcadence.com/docs/build/workflows/tools/send-whatsapp.md)**
>
> Send configured approved templates; free-form inbox replies are sent from Conversations.

> **[Send SMS](https://docs.botcadence.com/docs/build/workflows/tools/send-sms.md)**
>
> Send SMS from a selected Twilio number.

> **[Send Slack](https://docs.botcadence.com/docs/build/workflows/tools/send-slack.md)**
>
> Post a DM or channel message from the Slack integration.

### Verification

> **[Verify email (OTP)](https://docs.botcadence.com/docs/build/workflows/tools/verify-email-otp.md)**
>
> Confirm the customer owns an email address with a one-time code.

> **[Verify phone (OTP)](https://docs.botcadence.com/docs/build/workflows/tools/verify-phone-otp.md)**
>
> Confirm the customer owns a phone number with a one-time SMS code.

### Scheduling

> **[Scheduling](https://docs.botcadence.com/docs/build/workflows/tools/scheduling.md)**
>
> Book, cancel, reschedule, and manage availability with Calendly, Cal.com, or Google Calendar.

### Orders & shipping

> **[Get Shopify order status](https://docs.botcadence.com/docs/build/workflows/tools/shopify-order-status.md)**
>
> Look up an order by ID, email, or phone.

> **[Track shipment](https://docs.botcadence.com/docs/build/workflows/tools/track-shipment.md)**
>
> Track status with the selected Shiprocket or Shipprime connection.

### Operations

> **[Google Sheets](https://docs.botcadence.com/docs/build/workflows/tools/google-sheets.md)**
>
> Append, read, and update rows in a configured spreadsheet.

## Beyond the catalog

Need something the catalog does not ship? [Power your agent](https://docs.botcadence.com/docs/build/actions.md) with your HTTP APIs and MCP servers, then enable them on this same Tools tab.

> **[Power your agent](https://docs.botcadence.com/docs/build/actions.md)**
>
> Create custom actions and connect MCP servers you manage. Then turn them on for the node.


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