Tool Catalog
Tools
Reference
Tools are organized into categories based on the job they perform. The exact catalog available in your organization depends on the tools you have enabled, the integrations you have connected, and any custom tools you have added.
Ticketing tools
Section titled “Ticketing tools”Use these tools when an agent needs to open, update, or inspect support work.
Common examples:
- Create a ticket from the current conversation.
- Read ticket details and status.
- Update ownership, state, or priority.
- Sync work with an external ticketing provider when an integration is connected.
Knowledge and memory tools
Section titled “Knowledge and memory tools”These tools help agents retrieve or store structured knowledge.
Common examples:
- Search organizational knowledge semantically.
- Read structured memory objects.
- Traverse related objects in the knowledge graph.
- Store new structured knowledge when your workflow requires it.
Routing and handoff tools
Section titled “Routing and handoff tools”These tools help an agent find the best next owner for a request.
Common examples:
- Suggest a suitable expert or teammate.
- Hand off a conversation to a person when automation should stop.
- Route work between specialized agents.
Diagnostics and infrastructure tools
Section titled “Diagnostics and infrastructure tools”These tools are most useful when the agent needs access to an Edge Connector.
Common examples:
- Read host and system information.
- Check current resource usage.
- Inspect running processes or service health.
Communication and session tools
Section titled “Communication and session tools”These tools help an agent keep the conversation or surrounding context in a usable state.
Common examples:
- Send follow-up communication such as email.
- Update chat metadata like titles or summaries.
- Keep linked sessions and tickets in sync.
Choosing the right category
Section titled “Choosing the right category” Start with the user's job Pick tools based on the outcome the agent needs to achieve, not on internal implementation names.
Prefer a small set A focused toolset is easier to test and produces more reliable behavior.
Add edge tools only when needed Use Edge Connector-backed tools when the agent needs private-network or local-system access.
Next steps
Section titled “Next steps” Tool Management Create and configure tools in the admin panel.
Custom Tools Build your own tools with custom parameters and Edge Connector implementations.