Tools & Custom Actions

Tool Types Overview

Burki Voice AI supports three main categories of tools:

🔧 Built-in Tools

Ready-to-use actionsCall transfers, graceful endings, and essential call management features.

🛠️ Custom Tools

Your integrationsConnect to APIs, run Python code, or trigger Lambda functions during calls.

📚 Tool Library

Reusable & ShareableCreate once, use across multiple assistants. Build your organization’s tool ecosystem.

Built-in Tools

End Call Tool

Transfer Call Tool

Custom Tools

How to Configure Tools

Step 1: Enable Tools

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

For Transfer Call Tool:

Define when human intervention is needed
Specify different transfer destinations for different scenarios
Include escalation triggers

Example Scenarios Format:

customer says goodbye, issue resolved, request completed, complaint escalated

Step 3: Set Custom Messages

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

Sales Scenario

Troubleshooting

Common Tool Issues

Custom Tools Deep Dive

Creating Custom Tools

Custom tools are created and managed through the Tools Library in your dashboard. Each tool is independent and can be assigned to multiple assistants.

What are Endpoint Tools?

Endpoint tools allow your assistant to make HTTP requests to external APIs during conversations. Perfect for:

CRM lookups
Database queries
Order status checks
User authentication
Third-party integrations

Configuration

Example Tool Definition

{
  "name": "get_customer_info",
  "display_name": "Customer Information Lookup",
  "description": "Look up customer information by phone number or email",
  "parameters": {
    "type": "object",
    "properties": {
      "phone_number": {
        "type": "string",
        "description": "Customer's phone number"
      },
      "email": {
        "type": "string", 
        "description": "Customer's email address"
      }
    },
    "required": ["phone_number"]
  }
}

Endpoint Configuration

URL: https://api.yourcompany.com/customers/lookup
Method: GET, POST, PUT, DELETE
Headers: Authentication, Content-Type, etc.
Authentication: API keys, Bearer tokens, Basic auth
Timeout: Maximum execution time (default: 30 seconds)

Tool Testing & Validation

Before deploying tools to production:

Testing Checklist

Best Practices

Tool Design Best Practices

Tool Assignment & Management

Managing Tools Across Assistants

Tool Integration Examples

Customer Service Use Cases

CRM Integration

{
  "name": "lookup_customer",
  "tool_type": "endpoint",
  "endpoint_url": "https://api.salesforce.com/services/data/v52.0/query",
  "description": "Look up customer information from Salesforce CRM"
}

Use Case: Assistant can instantly access customer history, preferences, and previous interactions during calls.

Order Status Check

def get_order_status(order_number):
    """Look up order status from internal database"""
    import requests
    
    response = requests.get(f"https://internal-api.company.com/orders/{order_number}")
    order_data = response.json()
    
    return {
        "status": order_data["status"],
        "estimated_delivery": order_data["delivery_date"],
        "tracking_number": order_data["tracking"]
    }

Use Case: Customers can get real-time order updates without transferring to human agents.

Sales & Lead Qualification

Lead Scoring

{
  "name": "calculate_lead_score",
  "tool_type": "lambda",
  "function_name": "lead-scoring-ml-model",
  "description": "Calculate lead score using ML model"
}

Use Case: Assistant gathers information and provides real-time lead scoring to prioritize follow-ups.

Product Recommendations

def get_product_recommendations(customer_profile, budget):
    """Generate personalized product recommendations"""
    # Business logic for recommendations
    recommendations = analyze_customer_preferences(customer_profile, budget)
    
    return {
        "recommended_products": recommendations,
        "reasoning": "Based on your preferences and budget",
        "next_steps": "Schedule a demo call"
    }

Use Case: Provide personalized product suggestions during sales calls.

Technical Support

System Status Check

{
  "name": "check_system_status",
  "tool_type": "endpoint", 
  "endpoint_url": "https://status-api.company.com/health",
  "description": "Check if customer's systems are experiencing issues"
}

Use Case: Proactively identify system issues before customers report them.

Troubleshooting Assistant

def diagnose_connectivity_issue(ip_address, error_code):
    """Diagnose network connectivity issues"""
    import subprocess
    import json
    
    # Run network diagnostics
    ping_result = subprocess.run(['ping', '-c', '3', ip_address], 
                               capture_output=True, text=True)
    
    return {
        "connectivity": "good" if ping_result.returncode == 0 else "poor",
        "recommended_action": get_action_for_error(error_code),
        "escalate_to_tech": ping_result.returncode != 0
    }

Use Case: Provide first-level technical diagnostics and troubleshooting.

API Reference

For programmatic tool management, see the API documentation:

Tool Management API

Create, update, and manage tools programmatically

Tool Assignment API

Assign tools to assistants via API

Getting Started

Core Concepts

AI Providers

Features

Advanced

Help & Resources

Tool Types Overview

🔧 Built-in Tools

🛠️ Custom Tools

📚 Tool Library

Built-in Tools

How to Configure Tools

Best Practices

Tool Usage Examples

Troubleshooting

Custom Tools Deep Dive

Creating Custom Tools

What are Endpoint Tools?

Configuration

Endpoint Configuration

Tool Testing & Validation

Best Practices

Tool Assignment & Management

Tool Integration Examples

CRM Integration

Order Status Check

Lead Scoring

Product Recommendations

System Status Check

Troubleshooting Assistant

API Reference

Tool Management API

Tool Assignment API

Getting Started

Core Concepts

AI Providers

Features

Advanced

Help & Resources

​Tool Types Overview

🔧 Built-in Tools

🛠️ Custom Tools

📚 Tool Library

​Built-in Tools

​How to Configure Tools

​Best Practices

​Tool Usage Examples

​Troubleshooting

​Custom Tools Deep Dive

​Creating Custom Tools

​What are Endpoint Tools?

​Configuration

​Endpoint Configuration

​Tool Testing & Validation

​Best Practices

​Tool Assignment & Management

​Tool Integration Examples

​API Reference

Tool Management API

Tool Assignment API

Tool Types Overview

Built-in Tools

How to Configure Tools

Best Practices

Tool Usage Examples

Troubleshooting

Custom Tools Deep Dive

Creating Custom Tools

What are Endpoint Tools?

Configuration

Endpoint Configuration

Tool Testing & Validation

Best Practices

Tool Assignment & Management

Tool Integration Examples

API Reference