​
Tools and Integrations

​
Overview

Tools and integrations extend your AI agent’s capabilities beyond basic conversation handling. They allow agents to perform specific actions, access external services, and provide enhanced functionality to customers.

​
Types of Integrations

​
1. Custom Tools

Purpose: Extend agent capabilities with external tools and services Management:
  • Connect/disconnect tools from marketplace
  • Configure tool-specific parameters
  • Monitor tool performance
  • Update tool settings
Examples:
  • CRM integrations
  • Payment processors
  • Inventory management systems
  • Third-party APIs
  • Custom business logic

​
2. Knowledge Collections

Purpose: Provide agents with access to information databases Features:
  • Knowledge base access
  • Document search and retrieval
  • FAQ handling
  • Product information lookup
  • Company policy information

​
3. WhatsApp Channels

Purpose: Connect agents to messaging platforms Requirements:
  • Valid WhatsApp Business Account (WABA)
  • Verified phone numbers
  • Proper permissions and setup

​
Managing Custom Tools

​
Accessing Tools Marketplace

Navigation: Agent details → Tools tab → Browse available tools

​
Tool Connection Process

  1. Browse Available Tools
    • View tool descriptions and capabilities
    • Read integration requirements
    • Check compatibility with your setup
  2. Connect Tools
    • Click “Connect” for desired tools
    • Provide required configuration parameters
    • Set up authentication if needed
    • Test tool functionality
  3. Configure Settings
    • Adjust tool-specific parameters
    • Set usage limits or restrictions
    • Configure trigger conditions
    • Save configuration
  4. Test Integration
    • Verify tool responds correctly
    • Test various scenarios
    • Monitor for errors or issues
    • Confirm expected behavior

​
Tool Management

Monitoring Tools:
  • Check tool status regularly
  • Monitor usage statistics
  • Review error logs
  • Track performance metrics
Updating Tools:
  • Apply tool updates when available
  • Modify configurations as needed
  • Test after updates
  • Document changes
Disconnecting Tools:
  • Remove unused tools
  • Clean up configurations
  • Verify removal doesn’t break functionality
  • Update agent instructions if necessary

​
Knowledge Collections Management

​
What are Knowledge Collections?

Knowledge collections are curated sets of information that agents can access to answer customer questions. They contain:
  • Product information
  • Company policies
  • FAQ content
  • Technical documentation
  • Process guides

​
Types of Collections

Regular Knowledge Collections:
  • General information and FAQs
  • Company policies and procedures
  • Product documentation
  • Support guides
Product Collections:
  • Product catalogs
  • Pricing information
  • Specifications
  • Availability data
  • (Excluded from regular knowledge collection lists)

​
Creating New Collections

Process:
  1. Navigate to Collections tab in agent settings
  2. Click “New Collection” button
  3. Provide collection name and description
  4. Add content to the collection
  5. Save and connect to agent
Best Practices for Collection Creation:
  • Use descriptive names
  • Organize information logically
  • Keep content up-to-date
  • Include relevant keywords
  • Test agent responses after adding

​
Connecting Existing Collections

Steps:
  1. Go to Collections tab
  2. View available collections
  3. Toggle switch to connect/disconnect
  4. Save changes
  5. Test agent with new collections

​
Editing Collections

Navigation: Collections tab → Click “Edit Collections” → Select collection Content Management:
  • Add new information
  • Update existing content
  • Remove outdated information
  • Reorganize content structure
  • Improve searchability
Content Guidelines:
  • Use clear, concise language
  • Include relevant keywords
  • Structure information logically
  • Provide complete answers
  • Regular updates and maintenance

​
WhatsApp Channel Integration

​
WABA Setup Requirements

Prerequisites:
  • Valid WhatsApp Business Account
  • Verified business profile
  • Approved phone numbers
  • Proper permissions and access

​
Connecting WhatsApp Numbers

Process:
  1. Navigate to Channels tab
  2. View available phone numbers
  3. Select numbers to connect
  4. Confirm connection
  5. Test connectivity
Managing Connections:
  • Monitor active connections
  • Disconnect unused numbers
  • Test message delivery
  • Verify two-way communication

​
Channel Configuration

Settings:
  • Message templates
  • Business hours
  • Auto-responses
  • Delivery preferences

​
Integration Troubleshooting

​
Common Tool Issues

Tool Not Responding:
  • Check tool status and availability
  • Verify configuration settings
  • Review authentication credentials
  • Test network connectivity
Authentication Failures:
  • Verify API keys and tokens
  • Check expiration dates
  • Update credentials if needed
  • Test authentication separately
Performance Issues:
  • Monitor response times
  • Check rate limits
  • Optimize configurations
  • Contact tool provider if needed

​
Knowledge Collection Issues

Agent Can’t Find Information:
  • Verify collection is connected
  • Check content organization
  • Improve search keywords
  • Update collection content
Outdated Information:
  • Regular content audits
  • Update procedures
  • Version control
  • Content validation

​
WhatsApp Channel Issues

Messages Not Delivering:
  • Check WABA status
  • Verify phone number connection
  • Test with different message types
  • Review delivery reports
Two-way Communication Problems:
  • Verify webhook configuration
  • Check message routing
  • Test response handling
  • Monitor error logs