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Tools & Workflows

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Skills - Tools & Workflows is the permission list: what this agent is allowed to do, not what it knows. A tool that is off cannot fire, even if the prompt asks for it. A workflow that is not attached here cannot run, even if you built it under Workflows.

The header shows how many tools are enabled (for example 6 of 51 tools enabled) and how many integrations are connected.

Tools and Workflows overview
toolsExpand

Do not enable the whole catalog on day one. Extra tools are extra ways to go off-script. The onboarding agent already has a small Enabled set - that is enough for rehearsal.

Which list do you need?

Section titled “Which list do you need?”
A multi-step job you already built (API, email, branch)
TURN ONBusiness WorkflowsNEEDSAttach it here or the agent cannot run it. Empty state shows No workflows added yet. Use Add workflow to create and link one.
One job the product already ships (SMS, skip-turn, voicemail)
TURN ONBuilt-in ToolsNEEDSToggle + gear. Enabled is the truth; browse the catalog with the other filters.
A remote tool server (Claude / a custom MCP)
TURN ONMCP serversNEEDSAdd MCP, connect (Streamable HTTP, Bearer, or OAuth), then pick which of its tools this agent may call.

First setup - a receptionist that does not talk over digits

Section titled “First setup - a receptionist that does not talk over digits”

  1. Open Skills - Tools & Workflows

    Note N of M tools enabled. That number is what the model is allowed to call.

  2. Leave Business Workflows empty until you have a real job

    Then Add workflow or attach an existing row and turn its toggle on. The pencil opens the workflow editor.

  3. On Built-in Tools, start from Enabled

    Filters include Enabled, Essentials, All categories, Conversation, Outbound, and Integrations. Enabled is what this agent will actually use. Use the other filters to find something to turn on.

  4. Keep these on for a first inbound line

    A typical onboarding set includes:

    Skip Turn
    The caller is about to read a number or code. Without it the agent talks over the digits. Open the gear (Skip Turn - Tool Settings). Use a template: Phone number, Product code, Order number, or Continue after Input. Timeout and max skips per turn control how long it stays silent.
    Handle Silence
    The line goes quiet. Configure the interval, how many nudges, then Forward the call and/or End the call. If the action is forward/transfer, Transfer under Call handling must be ready or Required can block you.
    Detect Voice Mail
    Outbound or missed-call callbacks, so you do not “talk” to a mailbox.
    Lock on Speaker
    Helps the agent stay locked on the right speaker when helpful for your line.
    Skip Turn tool settings with phone number template
    tools-skipExpand

  5. Add SMS only if you will actually text

    Send SMS and Capture Data via SMS use credits and must be asked for. Put one line in the personality prompt (“Text a confirmation when they ask”) so the model knows it is allowed - the toggle alone is not a brief.

  6. Play wait music on tools

    When on, callers hear music instead of silence while a tool runs. Leave it off if the agent mostly talks without pausing for tools.

  7. Try this agent

    Read a phone number slowly. If the agent talks over you, Skip Turn is off or its prompt is vague. Go quiet for a bit: Handle Silence should nudge, then forward or end as configured.

Leave CRM, IVR, appointments, and sentiment off until that job exists. Tools that show Connect / Authorize stay blocked until an admin connects them under Integrations (or the button on the row).

Transfer itself is configured under Call handling - Transfer (Warm is often recommended; Attended and Blind are also available) - enable the tool path here only when that job needs it.

How the agent decides to fire a tool

Section titled “How the agent decides to fire a tool”

The gear prompt is the contract: when to send the SMS, when to stay silent. Vague prompts fire at the wrong moment.

The personality prompt should mention the tool in one line. Otherwise the model may never choose it, even when the toggle is on.

MCP servers

Section titled “MCP servers”

Add MCP if you have a remote tool server. Choose transport (for example Streamable HTTP) and auth (None, Bearer token, or OAuth). OAuth redirects to connect, then you return and select tools. Only the tools you enable are sent to the AI. An MCP that is added but not connected will not run.

Company-wide Claude / ChatGPT connections (Edit with AI) are Integrations - AI Connections, not this list.

Troubleshooting

Section titled “Troubleshooting”
Should I enable everything?

No. Enable what this agent’s job requires. Enabled should stay a short list you can explain out loud - not dozens of the catalog.

Required mentions Handle Silence

Silence is set to forward, but Transfer is not ready. Either configure Transfer under Call handling, or change the silence action to End the call.

Skip Turn is on and the agent still talks over the number

The gear has no prompt, or the prompt is vague. Use a Phone number (or order/product) template, set timeout / max skips, Save, then mention Skip Turn in the personality prompt.

The workflow runs in the editor but never on a call

It is not toggled on for this agent, or the prompt never tells the model when to use it. Attach + toggle + one line in Instructions.

Next Steps

Section titled “Next Steps”
Workflows - Hang up - Transfer - Knowledge