Built-in tools are actions your agent can take during a call without you writing any code. Turn them on in the agent's Tools tab. Some need a connection first, such as a calendar, an SMS provider or a payment gateway. For your own APIs, add a custom HTTP function or start from a function template.
All built-in tools#
| Group | Tool | Tool name | Needs setup |
|---|---|---|---|
| Call control | End call | end_call |
No (always on) |
| Call control | Transfer call | transfer_call |
Transfer destinations |
| Call control | Transfer to another agent | - | A squad |
| Call control | Hold | hold_call |
No |
| Call control | Schedule callback | schedule_callback |
No |
| Call control | Set call outcome | set_call_outcome |
No |
| Data | Collect data | collect_data |
Data collection fields |
| Data | Capture lead | capture_lead |
No |
| Data | Survey | - | Survey questions |
| Data | Search knowledge base | search_knowledge_base |
An attached knowledge base |
| Booking | Book meeting | book_meeting |
No |
| Booking | Check calendar availability | check_calendar_availability |
A calendar connection |
| Booking | Book calendar appointment | book_calendar_appointment |
A calendar connection |
| Messaging | Send SMS | send_sms |
An SMS provider |
| Messaging | Send WhatsApp | send_whatsapp |
A WhatsApp Business account |
| Messaging | Send email | send_email |
An email connection |
| Payments | Send payment link | send_payment_link |
Razorpay, Stripe or PayU |
| Automation | Run workflow | Your workflow's name | A workflow published as a tool |
| Automation | Browser action | browser_action |
Browser capability |
| ERP | ERP catalog and ordering | - | An ERP connection |
Call control#
End call#
Ends the call and saves the conversation data. It is always on so the agent can hang up politely. Use the end-call guard in call behaviour settings to stop the agent ending a call too early.
Transfer call#
Transfers the caller to a person or department you have set up as a named destination in the Behavior tab. Transfers are cold: the caller is connected to the destination and the AI leaves the call. On Plivo you can also ring extra numbers at the same time ("also ring") and set a fallback chain with ring timeouts. You can also offer a DTMF menu ("press 1 for sales"). See call transfer.
Transfer to another agent#
In a squad (a multi-agent setup), one agent can hand the caller to another agent. The handoff can be decided by the LLM or follow a fixed order, and the next agent receives context (full history, a summary, variables only, or a custom strategy).
Hold#
Puts the caller on hold briefly, for example while a slow lookup runs.
Schedule callback#
Captures a callback time the caller asks for ("call me after 6") so a follow-up can be placed automatically.
Set call outcome#
Records the result of the call (for example qualified, not interested or callback). The outcome becomes the call's disposition and can trigger outcome actions and workflows.
Data#
Collect data#
Saves answers to the data collection fields you define in the Behavior tab (name, budget, pincode and so on) during the call. It is turned on automatically when you add data fields.
Capture lead#
Saves the caller's details as a lead.
Survey#
Asks a set of survey questions and records the answers. Results appear in survey analytics for the agent.
Search knowledge base#
Searches the knowledge base attached to the agent (hybrid vector and keyword search) and gives the answer to the LLM. Attach a knowledge base in the Integrations tab. See knowledge base.
Booking#
Book meeting#
Records a meeting or consultation booking with the details the caller gave.
Check calendar availability#
Checks free slots on a connected Google Calendar, Cal.com or GoHighLevel calendar.
Book calendar appointment#
Creates the calendar event, with attendees and a video link where the calendar supports it. Connect the calendar in Settings → Integrations first. See appointment booking.
Messaging#
Send SMS#
Sends an SMS to the caller during the call, through Twilio, MSG91, Gupshup or Infobip.
Send WhatsApp#
Sends a WhatsApp message during the call, through your WhatsApp Business setup (Meta, WATI, Gupshup or Twilio).
Send email#
Sends an email during the call, for example a booking summary.
Payments#
Send payment link#
Creates a payment link with Razorpay, Stripe or PayU and sends it to the caller. Configure the payment provider in Settings → Integrations.
Automation#
Run workflow#
A workflow can be published as a tool. The agent calls it by name mid-call, for example to update a Google Sheet or a CRM.
Browser action#
Lets the agent drive a web browser to fill a form, make a booking or read data from a site. It is managed by the browser capability.
ERP catalog and ordering#
With an ERP connection, the agent can look up the catalog and place orders during the call.
Turn tools on#
- Open the agent and go to Tools.
- Switch on the tools you need. If a tool needs setup, the card links to the right settings page.
- Mention each tool in your prompt, for example "When the caller agrees, call
send_payment_link." - Test the flow in the Test Center and check the tool calls in call history.
FAQs#
Can the agent do a warm transfer, where it briefs the person first? No. Transfers are cold. You can pass context to the destination team through a workflow or CRM update.
Can I copy tools to another agent? Yes. Use Copy on a function, or Import to bring tools from another agent.
How do I connect my own API? Use a custom HTTP function and store secrets in the credential vault.
Do tools work with native audio agents? Yes. Gemini Live and OpenAI Realtime agents can call tools too.