Assign a tool
How the agent decides when to use a tool
The agent uses its LLM to decide when a tool is relevant based on the conversation context. You don’t need to configure triggers or rules — the agent figures it out naturally. For example:- User says “Look up John Smith” → agent uses the CRM search tool
- User says “Book a meeting for Friday” → agent uses the calendar tool
- User says “Send a message to the sales channel” → agent uses the Slack tool
- User asks a general question → agent responds normally without using any tool
Tips for better tool usage
- Be specific in your system prompt — Mention what tools the agent has access to and when it should use them. For example: “You have access to HubSpot. When a caller asks about their account, look them up by name or email.”
- Keep tool count reasonable — While an agent can have multiple tools, having too many can slow down decision-making. Stick to the tools that are relevant to the agent’s purpose.
- Test with real scenarios — Use the Talk to Agent button in the dashboard to test tool usage with realistic questions before going live.