Tools Overview
Tools extend your voice agent beyond conversation. Without tools, your agent can only speak from its training and the context you give it in the system prompt. With tools, it can query live data, book appointments, update records, and take real-world actions while the caller is on the line.What tools are
A tool is a function the AI agent can invoke during a live conversation. When the agent decides it needs external data or needs to perform an action, it calls the tool, waits for the response, and then continues the conversation — all in real time, without interrupting the natural flow of the call. Think of tools as the agent’s hands: conversation is how it thinks and speaks, tools are how it acts.How tools work
Agent recognises the need
Based on the conversation context and the tool’s description, the AI determines that a tool call is appropriate — for example, the caller asks to book an appointment.
Tool is invoked
Truedy sends a request to the tool’s configured endpoint (your server for custom tools, or the built-in integration for native tools), passing any parameters the agent extracted from the conversation.
Response is received
Your endpoint returns a JSON response. Truedy injects the result directly into the conversation context.
Tool calls are non-blocking from the caller’s perspective. The agent will typically acknowledge the action (“Let me check that for you…”) while the tool call completes in the background.
Two categories of tools
Built-in Tools
Pre-built integrations with popular services. Configure your credentials, enable the tool, and your agent is ready. No code required.Available integrations:
- Cal.com calendar booking
- GoHighLevel CRM
- Calendly scheduling
- End Call (always available)
Custom HTTP Tools
Define a webhook endpoint on your own server. Truedy calls it when the agent needs data or needs to take an action. Connect to any API, database, or internal system.
When to use tools
Tools are the right choice when your agent needs to go beyond static knowledge:| Use case | Tool type |
|---|---|
| Check calendar availability and book | Cal.com or Calendly built-in |
| Look up a contact in your CRM | GoHighLevel built-in or custom |
| Verify a customer’s account status | Custom HTTP tool |
| Check order history or shipping status | Custom HTTP tool |
| Create a support ticket | Custom HTTP tool |
| Send a follow-up email | Custom HTTP tool |
| Update a lead stage after a call | GoHighLevel built-in or custom |
Tool configuration is per-agent
Each agent has its own list of enabled tools. The same tool (for example, a customer lookup webhook) can be attached to multiple agents, or you can create agent-specific variants with different configurations. Tools are managed in the Tools section of the dashboard, and can also be configured via the API.The tool description is critical
The AI decides when to call a tool based on itsdescription field. A vague description leads to missed calls or inappropriate calls. A precise description leads to reliable behaviour.
Response time matters
Tools are called synchronously during a live conversation. Slow tool responses create awkward pauses.- Target: respond in under 3 seconds
- Maximum tolerated: 5 seconds before the agent may continue without the result
- If your backend operation is slow, return a queued status immediately and instruct the agent to tell the caller to expect a follow-up
Tool results are injected in real time
Tool responses are fed directly into the model’s context during the active call. The agent has access to the full response payload and can reference any field within it in its reply. There is no post-processing step — what your endpoint returns is what the agent reads.Next steps
Built-in Tools
Set up Cal.com, GoHighLevel, or Calendly with no code
Custom Tools
Build a custom webhook tool and connect it to any system