Skills

Learn how to enable, configure, and manage the built-in skills your AI agent can use—such as sending files, answering FAQs, collecting user information, and escalating to human agents—across supported channels.

Manage your AI agent’s skills through two types of tools: predefined tools that come built-in with the platform, and custom tools that you can create to extend your agent’s functionality.

Tools (Predefined)

The Tools (Predefined) tab allows you to enable or disable built-in capabilities that your AI agent can use during conversations. Each tool represents a predefined function—such as answering FAQs, sending files, or escalating to a human agent—that can be toggled on or off depending on your business needs.

When a tool is enabled, additional configuration may be required before the agent can use it successfully. Some tools also depend on the type of channel where the end user is interacting (e.g., WhatsApp, Zendesk, Freshchat).

---

How to Enable or Disable a Tool

1. Navigate to AI Agent > Design > Skills in the left menu.
2. Under Tools (Predefined), locate the tool you want to manage.
3. Use the toggle switch to turn the tool on or off.
4. If the tool requires configuration, click Configuration, complete the required setup, and save your changes.
5. Check that the tool is supported by the channels your agent is connected to.

---

Available Predefined Tools

Send Files

• Description: Allows the agent to send files directly to the user during a conversation.
• Default: Always enabled.
• Configuration: No setup required.

---

Answer FAQs

• Description: Enables the agent to respond to frequently asked questions about your product or service.
• Default: Always enabled.
• Configuration: No setup required. You can manage and update FAQs in the Knowledge section of the agent.

---

Collect Information

• Description: Enables the agent to collect, verify, and store user information (e.g., name, email, phone number) for lead generation or service requests.
• Toggle: Off by default.
• Configuration: Define the fields you want the agent to collect and where the data should be stored.

This tool is so important that once enabled, it activates a dedicated Collect Information tab in the Skills section. From there, you can create, edit, and manage information collection configurations in detail.

How to Configure Collect Information

1. Go to AI Agent > Design > Skills > Collect Information.
2. Click New Configuration to start.
3. Enter a Name for your configuration (e.g., registro_interesados).
4. Add any Special Instructions to guide the agent’s behavior while collecting data.
5. Add Fields to specify the data points you want to collect:
   • Field name (e.g., Full name)
   • Field type (text, number, date, boolean, or enum)
   • Instructions for the agent (e.g., “Ask politely for the user’s full name”)
   • Required / Optional toggle
   • Validation — for text or number fields, you can add a regular expression (regex) to validate the user’s input before accepting it
6. Choose the Channels where this configuration should be active.
7. Click Save to activate.

---

Search Links (Web Search)

• Description: Allows the agent to search the web for real-time information. The agent will use external web searches to supplement its responses when necessary.
• Toggle: Off by default.
• Configuration: No setup required.

---

Human Escalation

• Description: Enables the agent to hand off a conversation to a live human agent when it cannot resolve the user’s request.
• Toggle: Off by default.
• Channel support: This tool only appears and is configurable if you have an active integration with Freshchat or Zendesk.
• Configuration: Select which integration should handle the escalation.

---

Send Email

• Description: Allows the agent to send emails on behalf of your organization during a conversation.
• Toggle: Off by default.
• Configuration: Email settings (sender address, templates, etc.) must be configured before the agent can send emails.

Custom Tools

The Custom Tools tab allows you to create your own tools that extend what your AI agent can do. Unlike predefined tools, custom tools connect your agent to external APIs and services — enabling it to look up data, trigger actions, or interact with your internal systems during a conversation.

---

What is a Custom Tool?

A custom tool is an HTTP-based integration that your agent can call mid-conversation. You define:

• The endpoint URL your agent should call
• The HTTP method (GET, POST, PUT, DELETE, PATCH)
• The headers and authentication needed
• The input parameters the agent should extract from the conversation
• The output fields the agent should use from the response

When the agent determines that a custom tool is relevant to the user’s request, it automatically extracts the required parameters from the conversation, calls the endpoint, and uses the response to continue the interaction.

---

Creating a Custom Tool

1. Go to Skills > Custom Tools

   Navigate to AI Agent > Design > Skills and select the Custom Tools tab.

2. Click New Tool

   Click the New Tool button to open the tool creation form.

3. Fill in the general information

   Provide the following details:

   • Name — a unique identifier for the tool (used internally by the agent). Use lowercase and underscores (e.g., check_order_status).
   • Title — an optional human-readable label for the tool. When set, this title is displayed in dashboards (such as the Task Log) instead of the internal name, making it easier to identify tools at a glance.
   • Description — explain what the tool does. This helps the agent decide when to use it.
4. Configure the HTTP request

   • Select the HTTP method (GET, POST, etc.)
   • Enter the endpoint URL
   • Add any required headers (e.g., Authorization: Bearer <token>)
   • Choose the authentication type if needed
5. Define input parameters

   Add the parameters the agent needs to extract from the conversation:

   • Parameter name — the key expected by the API
   • Type — string, number, boolean, etc.
   • Description — how the agent should identify this value in the conversation
   • Required — whether the parameter is mandatory
6. Define output fields

   Specify which fields from the API response the agent should use:

   • Field name — the key in the response JSON
   • Description — what this field represents (helps the agent use it naturally in conversation)
7. Save

   Click Save to create the tool. It will be available for your agent to use immediately.

Write clear, specific descriptions for both the tool and its parameters. The better the agent understands what the tool does and what each parameter means, the more accurately it will use the tool during conversations.

Use the Title field to give your tool a friendly, descriptive label (e.g., “Check Order Status”). This title appears in the Task Log and other dashboards, making it much easier to monitor tool activity without needing to remember internal names.

---

Managing Custom Tools

From the Custom Tools tab, you can:

• Edit any existing tool by clicking on it
• Delete tools that are no longer needed
• Test tools directly from the Playground to verify they work as expected

Custom tools are scoped to your organization. All agents in your organization can potentially use any custom tool you create.