Tools

Tools are the actions your voice agents can take during a live call — things like ending the conversation, transferring the caller to a real phone number, doing maths, or calling one of your own systems over the internet to look something up or book something. You build a tool once on the Tools page, then switch it on for any agent that needs it.

This guide explains exactly what you see on the Tools page, how to create every kind of tool with the step-by-step wizard, how to edit, duplicate, archive and delete tools, and how to attach tools to an agent so it can actually use them on calls.

In this guide

• What tools are
• Where to find Tools
• The Tools page at a glance
• Tool types you can create
• Creating a tool with the wizard
• Creating each type of tool
• Managing tools — edit, duplicate, archive, delete
• Attaching tools to an agent
• Memory Tools
• Example tools and common workflows
• Tips and troubleshooting
• Field reference

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What tools are

A voice agent on its own can talk, listen, and follow its script. Tools give it the ability to do things in the middle of a conversation. When the agent decides a tool is needed — based on what the caller says and the tool's description — it calls the tool, gets a result, and carries on talking.

There are two broad families of tools:

1. Built-in (system) tools — actions the platform already knows how to perform. You just turn them on and, where needed, fill in a setting or two:

   • End Call — lets the agent hang up gracefully when the conversation is finished.
   • Transfer Call — forwards the caller to another phone number (for example, a human team).
   • Calculator — performs arithmetic during the call (totals, quantities, simple quotes).

2. Connected (custom) tools — actions that reach out to your systems or third-party services:

   • API / Webhook — the agent sends a request to a URL you control (your booking system, CRM, inventory lookup, order status endpoint, etc.).
   • MCP Server — connects a remote Model Context Protocol server, which exposes its own set of tools to the agent.
   • Memory Tools — a ready-made suite that lets the agent remember callers and manage appointments (covered in its own section below).

Tools are reusable. You create a tool once, and it appears as an option you can switch on for any number of agents. Each agent only uses the tools you've explicitly enabled for it.

Plan note: The Tools feature is available on the Starter plan and above. If your account is on the Free plan, the Tools page will prompt you to upgrade.

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Where to find Tools

Open the Voice hub and look in the left-hand navigation for Tools (the spanner / wrench icon). It sits alongside Agents, Knowledge Base, Telephony and the other voice features.

Selecting it opens the Tools page at the …/tools address inside your portal.

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The Tools page at a glance

The Tools page lists every tool in your account and is the home base for creating and managing them.

At the top:

• Page title: Tools
• Subtitle: Reusable tools your voice agents can invoke during calls.
• New Tool button (top right, white with a +) — opens the creation wizard.
• Search box (Search tools…) — filters the lists instantly by name, description, or type.

Below that, tools are organised into two collapsible sections, each with a count badge:

• Active Tools — tools that are live and available to attach to agents.
• Archived — tools you've set aside. This section only appears when you have archived tools.

If you have no tools yet, the Active Tools area shows a friendly empty state: No tools yet — Tools let your agent take actions during a call, with an Add your first Tool button.

Table columns explained

Good to know: The Assigned To column is a quick way to see, at a glance, every agent that depends on a tool — handy before you change or remove it.

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Tool types you can create

When you click New Tool, the first step is choosing what kind of tool you want. Here's the full menu, exactly as it appears in the wizard:

The End Call, Transfer Call and Calculator options pre-fill a sensible name and description for you so you can create them in just a couple of clicks.

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Creating a tool with the wizard

Every tool is created through the same friendly, full-screen wizard — a dark pop-up that walks you through 2 or 3 short steps, with progress dots at the top and a Back link and a Continue button at the bottom.

How many steps you see depends on the type you pick:

• End Call and Calculator — 2 steps (no configuration needed).
• Memory Tools — 2 steps (pick which tools to switch on).
• API / Webhook, Transfer Call and MCP Server — 3 steps (the third step collects the connection details).

The general flow

1. On the Tools page, click New Tool.
2. Step 1 — “What should this tool do?” Pick a type from the list of cards. The selected card shows a small filled dot. (For End Call, Transfer Call and Calculator, the name and description are filled in for you automatically.)
3. Click Continue.
4. Step 2 — “What do you want to call it?” Give the tool a clear Tool Name (required) and an optional Description. The description is important — it's how the agent knows when to use the tool, so write it in plain language (for example, “Look up the current status of an order using the order number”).
5. Click Continue (or Create Tool if this type needs no further setup).
6. Step 3 — connection details (only for API / Webhook, Transfer Call, and MCP Server). Fill in the URL, phone number, or server details for that type.
7. Click Create Tool. You'll see a brief loading animation and a green Done! tick, then the wizard closes and your new tool appears at the top of the Active Tools list.

The final button is labelled Create Tool for new tools, Save Changes when editing, and Provision Tools for the Memory Tools suite.

You can close the wizard at any time with the ✕ in the corner, by clicking the dark area outside it, or by pressing Esc — nothing is saved until you reach the final Create Tool step.

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Creating each type of tool

API / Webhook tool

This is the most powerful tool type — it lets your agent reach out to your own systems or a third-party service during the call.

1. Click New Tool → choose API / Webhook → Continue.
2. Name it. Give it a clear name like Book Appointment or Check Inventory, and a description that tells the agent when to use it. Click Continue.
3. Where should it send requests?
   • URL (required) — the web address the agent should call, for example https://api.example.com/endpoint.
   • Headers (optional) — click + Add header to add one or more key/value pairs. Headers are commonly used to pass an authorization token or an API key so your endpoint knows the request is genuinely from your agent. Add as many as you need; remove one with the trash icon.
4. Click Create Tool.

When the agent uses this tool during a call, it sends a request to your URL and uses whatever your endpoint returns to continue the conversation.

Note on request format: When a tool is created through this wizard, requests are sent as POST with any parameters in the JSON body. If you need a different HTTP method (GET, PUT, PATCH, DELETE), use the + Add webhook option inside an agent's Tools tab instead (see Attaching tools to an agent), which lets you choose the method.

End Call tool

This tool lets the agent end the call politely when the conversation is complete or when the caller asks to hang up.

1. Click New Tool → choose End Call. The name (End Call) and a description are filled in for you.
2. Click Continue. Because End Call needs no configuration, the next button is Create Tool — click it and you're done.

There is nothing further to set up. Once attached to an agent, the agent will use it to wrap up calls naturally.

Transfer Call tool

Use this to hand the caller over to a real phone number — for example, escalating to a human team or routing to a specific department.

1. Click New Tool → choose Transfer Call (name and description are pre-filled) → Continue.
2. Adjust the name/description if you like → Continue.
3. Where should calls be transferred?
   • Destination Phone Number (required) — enter the number in E.164 format, for example +12025551234. The hint under the field reminds you of the format.
4. Click Create Tool.

Tip: If you transfer to several different teams, create a separate Transfer Call tool for each destination (e.g. Transfer to Sales, Transfer to Support) and give each a clear name so the agent knows which to choose.

Calculator tool

A built-in calculator the agent can use for arithmetic during a call — totals, quantities, simple quotes. It supports +, -, *, /, ** (powers), % and parentheses.

1. Click New Tool → choose Calculator (name and description are pre-filled) → Continue.
2. Click Create Tool. No configuration is required.

MCP Server tool

MCP (Model Context Protocol) is a standard way for a server to expose a set of tools. Connecting an MCP server makes all of that server's tools available to your agent in one go.

1. Click New Tool → choose MCP Server → Continue.
2. Name it and describe it → Continue.
3. Connect your MCP server:
   • Server URL (required) — the streamable-HTTP endpoint of your MCP server, e.g. https://your-mcp-server.com/mcp.
   • Credential UUID (optional) — leave blank for servers that don't need authentication; otherwise paste the credential identifier.
   • Tools Filter (optional) — a comma-separated list of tool names (e.g. tool_a, tool_b) if you only want to expose some of the server's tools. Leave it blank to expose all of them.
4. Click Create Tool.

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Managing tools — edit, duplicate, archive, delete

Every tool row has a ⋯ (more) menu on the right. Click it to manage that tool.

Editing a tool

1. Click ⋯ on the tool's row → Edit.
2. The wizard reopens with all the fields already populated. Change the name, description, URL, headers, phone number or MCP details as needed.
3. Click Save Changes.

Duplicating a tool

Click ⋯ → Duplicate. A new tool appears at the top of the list called “{original name} (Copy)”, ready for you to edit. This is the quickest way to make a near-identical tool (for example, a second webhook pointing at a different URL).

Archiving and restoring

Archiving is the safe, reversible way to retire a tool you don't currently need:

1. Click ⋯ → Archive. The tool drops into the Archived section and is removed from active use.
2. To bring it back, open the Archived section, click ⋯ on that tool, and choose Restore.

Deleting a tool

Deleting is permanent. Use it only when you're sure you won't need the tool again.

1. Click ⋯ → Delete.
2. A confirmation dialog appears: “Delete tool? {name} will be permanently deleted and removed from all agents. This cannot be undone.”
3. Click Delete to confirm, or Cancel to back out.

Before you delete: Check the Assigned To column first. If any agents are listed there, deleting the tool will remove it from those agents and they'll lose that capability. If you're unsure, Archive instead.

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Attaching tools to an agent

Creating a tool doesn't automatically switch it on for any agent — you decide, per agent, which tools it can use. You do this inside the agent editor.

1. Go to Agents and open the agent you want to give tools to.
2. In the agent's left-hand menu, select the Tools tab (the spanner icon).
3. You'll see two areas: System Tools and Custom Tools.

The Tools tab header reads Tools — Manage system capabilities and custom integrations for this agent.

System Tools

The System Tools list shows the built-in capabilities: End Conversation, Transfer Call, Calculator, MCP Server, and Native Actions (coming soon). Each row has an on/off switch.

• For tools that need no setup (End Conversation, Calculator), just flip the switch to enable them.
• For tools that need details (Transfer Call, MCP Server), the row shows “· tap to set up”. Click the row to open a setup panel on the right where you can enter the details and create the configuration. Once created, it's switched on automatically.

The setup panel lets you:

• Transfer Call — enter a Transfer Destination (the phone number or SIP address) and a Name (used as the tool's name, e.g. Support Line).
• MCP Server — enter a Server URL, choose Authentication (None, Bearer Token, or API Key), and provide the token/key if required.
• Reuse an existing configuration you made earlier (Use this) or delete one you no longer want.

Custom Tools

The Custom Tools list shows your API / Webhook tools. Toggle any of them on for this agent, or use the search box to find one quickly.

To create a brand-new webhook right here without leaving the agent:

1. Click + Add webhook.
2. Fill in:
   • Tool Name — how the agent refers to it.
   • Description — what it does and when to call it.
   • Method — GET, POST, PUT, PATCH or DELETE.
   • Webhook URL — the endpoint to call.
3. Click create. The new tool is added and switched on for this agent. As the panel notes, you can add headers and schema in the Tools page after creation.

How attachment works behind the scenes

When you switch a tool on for an agent, the agent remembers that tool by its identifier. Tools you toggle on apply to the agent as a whole, so the agent can reach for them at any point in the conversation. In the more advanced (flow-style) editor, you can also enable specific tools on individual steps of a conversation; there you'll see a checklist of your tools with a note like “2 tools enabled for this node”, and a Go to Tools link if you haven't created any yet.

Remember to save. After toggling tools on or off in the agent editor, save the agent so the change takes effect on future calls.

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Memory Tools

Memory Tools are a special, ready-made suite — you don't build them one by one; you switch on the ones you want and the platform provisions them together. They give an agent the ability to recognise returning callers and to handle appointments.

To set them up:

1. Click New Tool → choose Memory Tools → Continue.
2. On the Choose your tools step, you'll see your account status at the top:
   • “Connected to your account automatically” (with a tick) means you're ready to go.
   • “Account not linked — contact support to enable memory tools” means you'll need support to link your portal first.
3. Tick the tools you want from the two groups (all are selected by default).
4. Click Provision Tools.

The two groups are:

Caller Memory

Calendar & Bookings

Keep the suite together. If you deselect some tools, the wizard warns you that some memory tools may not work as smoothly without others — they communicate and work together as a suite. For best results, leave them all selected.

Memory Tools also tie in with the agent's Caller Memory setting. For full details on remembering callers, see the dedicated memory documentation; here, the key point is that this wizard is where you switch the memory/booking tools on for your account.

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Example tools and common workflows

Here are practical tools you can build, grouped by what you're trying to achieve.

Bookings and appointments

• Check Availability (API / Webhook) — agent asks your calendar system what slots are free.
• Book Appointment (API / Webhook, or the Memory Tools suite) — agent confirms a booking.
• Cancel / Reschedule — handle changes to existing bookings.

A typical flow: caller asks for an appointment → agent calls Check Availability → offers slots → caller picks one → agent calls Book Appointment → confirms the details out loud → agent uses End Call to wrap up.

Customer service and lookups

• Order Status (API / Webhook) — agent looks up an order by reference number and reads back the status.
• Account Lookup / CustomerSearch — find the caller's record so the agent can personalise the conversation.
• Check Inventory — confirm whether a product or part is in stock.

Routing and escalation

• Transfer to Sales / Transfer to Support (Transfer Call) — separate tools per destination so the agent routes correctly.
• End Call — let the agent close out completed conversations cleanly.

Calculations and quotes

• Calculator — total up quantities, work out a rough quote, or convert units mid-call.

A complete starter set

For most businesses, a solid starting toolkit is:

1. End Call — so the agent can finish calls.
2. Transfer Call — to hand off to a human when needed.
3. One API / Webhook tool pointing at your booking or CRM system.
4. Memory Tools (if you want the agent to recognise repeat callers and manage appointments).

Create these once on the Tools page, then enable the relevant ones on each agent.

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Tips and troubleshooting

• Write descriptions for the agent, not for you. The description is how the agent decides when to use a tool. “Use this to look up an order's delivery status using the order number” works far better than “orders”.
• Name tools clearly. Especially for Transfer Call and webhooks — Transfer to Billing is much clearer to the agent than Transfer 2.
• Use Duplicate for variants. Need three webhooks that differ only by URL? Build one, duplicate it twice, and edit the copies.
• Archive before you delete. Archiving is reversible; deleting is not. If you might need a tool again, archive it.
• Check Assigned To before changing a tool. The Assigned To column tells you which agents rely on a tool, so you know who's affected by an edit or deletion.
• Tool created but agent isn't using it? Open the agent's Tools tab and make sure the tool's switch is on, then save the agent.
• Webhook not firing or returning errors? Double-check the URL is correct and reachable, and that any required authentication header is present. Remember the wizard sends POST requests with a JSON body; if your endpoint needs a different method, create the tool via + Add webhook inside the agent's Tools tab.
• Transfer not connecting? Confirm the destination number is in full E.164 format (e.g. +12025551234, including the country code).
• Memory Tools greyed out / “Account not linked”? Your portal needs to be linked before memory tools can be provisioned — contact support to enable it.

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Field reference

Tool creation wizard — all fields

Add-webhook panel (inside an agent) — fields

Status meanings

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Tools turn a talking agent into a working one. Start with End Call and one webhook into your own system, attach them to an agent, and grow your toolkit from there.

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The built-in tool catalogue

Beyond custom API/webhook tools, Sysevo ships a set of ready-made actions an agent can take mid-call. Configure them in the editor and the agent calls them automatically when the conversation calls for it:

In a well-configured flow, several of these can fire in sequence with zero human involvement — e.g. look up the caller, book the slot, send an SMS confirmation, and update the CRM, all within a few seconds of the request.

Integrations these tools connect to

• CRM: HubSpot, Salesforce, Pipedrive, Zoho, Close, Monday
• Calendar: Google Calendar, Outlook, Calendly, Acuity
• Messaging: Twilio SMS, Sendgrid, Mailchimp, Postmark
• Automation: Make, Zapier, n8n, Google Sheets, Slack, Webhooks, GoHighLevel
• MCP: connect external MCP tool servers on Growth plans and above