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Custom Tools

Custom Tools let you connect the AI Agent to any external HTTP API. When a customer asks something that requires live data — like checking an order status, fetching account details, or querying your internal systems — the AI can call your API and use the response to answer accurately. Access Custom Tools through AI > Custom Tools.
Custom Tools
The AI decides which tool to call based on the tool name and description you provide. Each tool can be toggled active or inactive individually.\

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Creating a Custom Tool

Click + New Tool to open the tool editor. A custom tool has four sections:
  1. Basic Information
  2. Authentication
  3. Request Headers
  4. Parameters
  5. Response Schema (optional)

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1. Basic Information

Custom Tool Basic Information
Tool Name (required) Use snake_case with no spaces. The AI sees this name when deciding which tool to call. 
get_order_status
fetch_account_details
check_subscription_plan
Description (required) Describe exactly what this tool does and when the AI should use it. Be specific — the AI uses this description to decide whether to call this tool. 
Fetch the current status of a customer order. Use this when the customer
asks about their order delivery, shipment tracking, or order confirmation.
HTTP Method Select GET or POST.
  • Use GET for fetching data (parameters go in the query string)
  • Use POST for sending data (parameters go in the request body)
Endpoint URL The full URL the AI will call. Must be a publicly accessible HTTPS endpoint.

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2. Authentication

Custom Tool Authentication
Choose how the AI authenticates with your endpoint:
Auth TypeHow It Works
No AuthPublic endpoints that require no authentication
Bearer TokenSends an Authorization: Bearer <token> header
API KeySends a custom header with a key-value pair
Basic AuthEncodes username and password as a Base64 header
For Bearer Token, enter your token and it will be sent as Authorization: Bearer <token> with every request.

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3. Request Headers

Static headers sent with every call to this endpoint. Authentication headers are managed separately in the Authentication section above. Use this for headers like org_id, Content-Type, or any other static values your API requires. Click + Add Header to add name-value pairs.

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4. Parameters

Custom Tool Parameters
Parameters define the inputs the AI will provide when calling this tool. Each parameter has:
FieldDescription
NameThe parameter name (use snake_case)
TypeData type: String, Number, Boolean, etc.
LocationWhere the parameter is sent: Body, Query, or Path
RequiredWhether the AI must have this value before calling the tool
DescriptionTell the AI what this parameter is and how to get it
Available Contexts At the bottom of the parameters section, you’ll see Available contexts: + chat_id, + org_phone, + chat_name. Click these to automatically inject conversation context as parameter values — no need for the AI to ask the customer. Parameter Description Tips The description tells the AI where to get the value from. Be explicit: 
the org_id of the customer. AI needs to ask for the org_id or use the
get_chat_details tool to find it.

The customer's order number. Ask the customer for this if not already
provided in the conversation.

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5. Response Schema (Optional)

Custom Tool Response Schema
Optionally describe the shape of your API’s response using JSON Schema. This helps the AI accurately interpret the response and extract the right information. Enable the toggle and provide your schema: 
{
  "type": "object",
  "properties": {
    "order_status": {
      "type": "string",
      "description": "Current status of the order: pending, shipped, delivered, or cancelled"
    },
    "estimated_delivery": {
      "type": "string",
      "description": "Estimated delivery date in ISO 8601 format"
    },
    "tracking_url": {
      "type": "string",
      "description": "URL for the customer to track their shipment"
    }
  }
}
Click Insert example to auto-generate a schema structure you can edit.
Adding a response schema significantly improves how accurately the AI interprets API responses, especially for complex or nested JSON structures. Always add descriptions to each property so the AI understands what the field means.

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Example: Full Custom Tool Setup

Here’s a complete example of a tool that fetches broadcast status for a customer: Basic Information 
Name: get_broadcast_details
Description: Fetch the status of any broadcast for a client. Useful when the
client is asking about updates on their bulk message, failure reasons of
broadcasts, and delivery issues with broadcasts.
HTTP Method: POST
Endpoint: https://api.yourcompany.com/tools/get_broadcast_details
Authentication: Bearer Token Parameters:
  • customer_org_id — String, Body, Required — “The org_id of the customer. AI needs to ask for the org_id or use get_chat_details tool to find it”
  • customer_broadcast_id — String, Body, Required — “The broadcast_id. AI needs to ask for the broadcast_id in order to fetch its details”

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Managing Tools

Back on the Custom Tools list, you can:
  • Toggle active/inactive: Enable or disable a tool without deleting it. Inactive tools are not called by the AI.
  • Edit: Click the pencil icon to modify a tool’s configuration
  • Delete: Click the trash icon to permanently remove a tool
The AI only calls tools that are marked as Active. Use the inactive state when testing new tools or temporarily disabling one without losing its configuration.

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How the AI Uses Custom Tools

The AI decides when to call a custom tool based on the conversation context and the tool’s description. When it determines a tool is relevant:
  1. It gathers the required parameters — either from the conversation context, by asking the customer, or from other tools
  2. It makes the API call
  3. It uses the response to formulate an accurate answer
You can see all tool calls made in a session in the Logs view under Tool Calls.

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Next Steps