Features
Tools Configuration
Available Tools
End Call Tool
End Call Tool
What it does: Allows the assistant to end calls automatically when appropriate.Configuration:
- Enable/Disable: Toggle the tool on or off
- Scenarios: Define when the assistant should end calls
- Custom Message: What to say before ending the call
- “Customer says goodbye”
- “Issue resolved”
- “Request completed”
- “Complaint escalated”
Transfer Call Tool
Transfer Call Tool
What it does: Transfers calls to human agents or other phone numbers.Configuration:
- Enable/Disable: Toggle the tool on or off
- Transfer Numbers: List of phone numbers to transfer to
- Scenarios: Define when transfers should happen
- Custom Message: What to say before transferring
+1234567890(Sales team)+0987654321(Technical support)+1122334455(Manager)
- “Technical issue beyond AI capability”
- “Billing inquiry”
- “Escalation request”
- “Customer requests human agent”
Custom Tools
Custom Tools
What they are: Advanced tools you can define for specific use cases.Use Cases:
- Database lookups
- API integrations
- Custom business logic
- External system interactions
- Tool Definition: JSON schema defining the tool
- Parameters: Input parameters the tool accepts
- Description: How the AI should use the tool
How to Configure Tools
Step 1: Enable Tools
Step 1: Enable Tools
- Go to your assistant’s configuration
- Navigate to the Tools section
- Enable the tools you want to use
- Configure each tool’s settings
Step 2: Define Scenarios
Step 2: Define Scenarios
For End Call Tool:
- List specific situations when calls should end
- Be clear about completion criteria
- Consider both successful and unsuccessful outcomes
- Define when human intervention is needed
- Specify different transfer destinations for different scenarios
- Include escalation triggers
Step 3: Set Custom Messages
Step 3: Set Custom Messages
End Call Messages:
- Professional and friendly
- Confirm completion of the interaction
- Leave a positive impression
- Explain what’s happening
- Set expectations for wait time
- Reassure the customer
- End Call: “Thank you for calling! I’ve helped resolve your issue. Have a great day!”
- Transfer: “I’m connecting you with a specialist who can better assist you. Please hold for just a moment.”
Best Practices
- Test thoroughly: Try different scenarios to ensure tools work as expected
- Keep scenarios specific: Vague scenarios lead to unpredictable behavior
- Monitor usage: Track when and why tools are being used
- Update regularly: Refine scenarios based on real call data
- Train your team: Ensure human agents are prepared for transfers
Tool Usage Examples
Customer Service Scenario
Customer Service Scenario
Setup:
- End Call Tool: Enabled
- Transfer Call Tool: Enabled
- Transfer Numbers: Support team, billing department
- End Call: “issue resolved, customer satisfied, information provided”
- Transfer: “billing question, technical problem, escalation requested”
Sales Scenario
Sales Scenario
Setup:
- End Call Tool: Enabled
- Transfer Call Tool: Enabled
- Transfer Numbers: Sales team, manager
- End Call: “information provided, not interested, callback scheduled”
- Transfer: “ready to purchase, complex pricing question, wants to speak to sales”
Troubleshooting
Common Tool Issues
Common Tool Issues
- Tools not triggering: Check scenario definitions are specific enough
- Wrong transfers: Verify phone numbers are correct and active
- Premature call endings: Refine end call scenarios to be more specific
- Failed transfers: Ensure target numbers can receive calls
- Unclear messages: Test custom messages with real users