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Abilities

Tools agents can call during a conversation — calendars, transfers, media, email, and more.

Abilities are tools an agent can invoke during a live conversation. While AI Instructions define what the agent says, abilities define what it can do — show a calendar, transfer a call, surface a video, send an email, or call an external API.

Not every agent type supports abilities. Chat and Voice agents have the richest toolsets; Email and Text agents operate on static content and do not have real-time tool access.

Abilities by agent type

Ability
Chat
Voice
Email
Text

Show calendar

✅

✅

—

—

Show media (video, PDF, image)

✅

—

—

—

Send email

✅

—

—

—

Transfer (cold or warm)

—

✅

—

—

API request

—

✅

—

—

Chat agent abilities

Chat agents can show calendars, surface media (video, PDF, image), and send emails during a live conversation. Calendar booking is enabled by default; media display and email sending are opt-in.

See Chat Agents for setup instructions.

Voice agent abilities

Voice agents support calendar booking, call transfers (cold and warm), and external API requests — all without leaving the phone call.

Voice agent abilities are configured on the Abilities tab of the Voice Agent Editor.

See Voice Agents for setup instructions.

FAQ

How does the agent decide when to use an ability?

Agents use their AI Instructions as the primary guide. You specify the conditions under which each tool should be used — "show the calendar when the lead is ready to book" or "transfer to sales when the lead is qualified and asking to speak with someone." The model reasons about whether those conditions are met at each point in the conversation.

Can I give one chat agent multiple calendars?

Yes. Upload each calendar as a separate asset, give them distinct names, and write instructions that specify which calendar to use for which scenario (e.g., "use the Sales calendar for prospects, the Support calendar for existing customers").

Can a voice agent transfer to a specific rep by name?

Yes. Configure multiple named transfer destinations in the Abilities tab and instruct the agent on which destination to use in which context.

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