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Overview

Define custom API endpoints that your AI support agent can call during customer conversations. Custom API Tools let you extend the agent’s capabilities by connecting it to your internal services, third-party APIs, or any HTTP endpoint — giving it access to data and actions specific to your business.

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Prerequisites

  • An API endpoint accessible over HTTPS
  • Authentication credentials for the API (if required)
  • Knowledge of the endpoint’s request and response format

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Setup

1

Open the Integration Page

Go to Settings > Integrations > Custom API Tools.
2

Create a New Tool

Click Create Tool and configure the following:
  • Tool Name — A descriptive name the AI agent will use to identify this tool
  • Description — Explain what the tool does and when the agent should use it
  • Endpoint URL — The full HTTPS URL of the API endpoint
  • HTTP Method — The request method (GET, POST, PUT, DELETE)
  • Headers — Any required headers, including authentication (e.g., Authorization: Bearer <token>)
  • Request Body Template — Define the expected request body structure with parameter placeholders
3

Configure Access Control

Set role-based access to control which team members and agent roles can use this tool.
4

Test the Tool

Use the built-in test panel to send a sample request and verify the response. Once confirmed, click Save Tool to make it available to the AI agent.

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Configuration

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Managing Tools

From the Custom API Tools page, you can:
  • Edit — Update endpoint URLs, headers, or request templates
  • Disable/Enable — Temporarily disable a tool without deleting it
  • Delete — Permanently remove a tool

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Role-Based Access Control

Assign tools to specific roles to control who can trigger them. This ensures sensitive operations are only available to authorized team members and agent configurations.

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How It Works

During a support conversation, the AI agent evaluates the customer’s question and determines whether any configured custom tools are relevant. If a tool matches the context, the agent calls the API endpoint with the appropriate parameters, processes the response, and incorporates the data into its reply. The agent will only invoke tools that match the user’s role-based access permissions.

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Troubleshooting