Introduction
Tools are named actions that the AI assistant can perform during a conversation.
The assistant can answer questions directly or use tools to retrieve information, perform actions, and use available context. This allows the assistant to generate accurate responses and complete tasks on your behalf.
What tools can do
Tools extend the assistant’s capabilities beyond generating text responses.
Depending on configuration and available integrations, tools can perform the following tasks.
Retrieve information
- Search the organization’s knowledge base
- Query connected systems such as HR or finance platforms
- Search text within uploaded files
Perform actions
- Submit forms
- Cancel or resume workflows
- Trigger processes or route requests to other teams
Use available context
- Read and reference uploaded files
- Retrieve data from connected systems
- Use identity information (such as a work email) to personalize results
How the assistant uses tools
During a conversation, the assistant may use tools to retrieve data or perform actions.
A typical interaction follows this sequence:
- The employee sends a message to the assistant.
- The assistant determines whether it needs additional information or must perform an action.
- If required, the assistant selects the appropriate tool.
- The assistant calls the tool with the required inputs, such as a search query or user ID.
- The system executes the action and returns the result.
- The assistant uses the result to generate a response.
This process occurs automatically during the conversation. The assistant manages the underlying steps while the employee continues interacting.
Types of tools
There are two main categories of tools.
Standard tools
Standard tools are built-in capabilities available when platform features are enabled.
Common examples include:
- Knowledge base search
- File and attachment handling
- Workflow controls
- Feedback capture
- Escalation to human representatives
Standard tools are part of the platform and typically do not require any additional configuration on your part.
Agent-specific tools
Agent-specific tools provide capabilities that admin teams configure for a specific assistant.
Admin define tools during setup and determine what actions the assistant can perform.
Examples include:
- Custom HR or payroll queries
- Leave balance lookups
- Job profile searches
- Actions in connected enterprise systems
- Calls to custom APIs
For example:
- One assistant may retrieve leave balances.
- Another assistant may search internal job profiles.
The available tools depend on how admin teams configure the assistant.