# Tools & Workflows

**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.

  <ShotPlaceholder
    src="/assets/agent-configuration/tools.png"
    name="tools"
    alt="Tools and Workflows overview"
    capture="Skills - Tools and Workflows."
  />

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?

- **A multi-step job you already built (API, email, branch)** — turn on **Business Workflows** (needs Attach 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 on **Built-in Tools** (needs Toggle + gear. **Enabled** is the truth; browse the catalog with the other filters.)
- **A remote tool server (Claude / a custom MCP)** — turn on **MCP servers** (needs **Add 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

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.

     <ShotPlaceholder
       src="/assets/agent-configuration/tools-skip.png"
       name="tools-skip"
       alt="Skip Turn tool settings with phone number template"
       capture="Skip Turn Tool Settings modal."
     />

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

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

**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

**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

[Workflows](https://docs.voicelogica.ai/workflows/) - [Hang up](https://docs.voicelogica.ai/agent-configuration/end-call/) - [Transfer](https://docs.voicelogica.ai/telephony/transfer/) - [Knowledge](https://docs.voicelogica.ai/agent-configuration/memory/)