Abilities

Tools channels can call during a conversation: calendars, transfers, media, email, and more.

Abilities are tools a channel can invoke during a live conversation. While AI Instructions define what a channel 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 channel supports abilities. Chat and Phone have the richest toolsets, while Email and SMS operate on static content and do not have real-time tool access.

Abilities are configured on the Abilities tab of a channel's editor.

The Abilities tab, where you configure what a channel can do during a conversation.

Abilities by channel

Ability	Chat	Phone	Email	SMS
Show calendar	✅	✅	No	No
Show media (video, PDF, image)	✅	No	No	No
Send email	✅	No	No	No
Transfer (cold or warm)	No	✅	No	No
API request	No	✅	No	No

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Chat abilities

The Chat channel 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 for setup instructions.

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Phone abilities

The Phone channel supports calendar booking, call transfers (cold and warm), and external API requests, all without leaving the phone call.

Phone abilities are configured on the Abilities tab.

See Phone for setup instructions.

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FAQ

How does a channel decide when to use an ability?

Channels use their AI Instructions as the primary guide. You specify the conditions under which each tool should be used, such as "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 channel 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 Phone channel transfer to a specific rep by name?

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