Skip to main content
Tools are the actions an agent can take while a call is live, beyond just talking: transferring the call, sending a document for signature, or checking a fact against an outside source. Turn tools on or off per agent from that agent’s Tools tab; a change there applies to the live agent immediately.

​
Transfer to a human

The agent can hand a call off to a person: for a caller in distress, a case too complex for the flow, or any moment that calls for a human. The agent confirms with the caller before transferring. Configure where transfers go from the agent’s Handoff tab:
  • Add one or more handoff desks, each with a destination phone number, a timezone, and weekly hours.
  • Desks are dialed in order, and only a desk that’s currently open is dialed.
  • If no desk is open when a transfer is needed, the caller gets a callback instead of being left on hold or dropped.
Changes to handoff routing apply to the live agent as soon as you select Apply routing to live agent.

​
Send a retainer for signature

Once a caller is qualified and has agreed to move forward, the agent can prepare and send your firm’s retainer for e-signature, using the name, email, and phone number already captured on the call. A companion check can confirm whether the retainer came back signed, including polling for a caller who says they just signed it.

​
Address and provider lookups

A few tools check a caller-provided detail against an outside source before the agent relies on it:
  • Validate address: checks and standardizes a US mailing address, flagging one that isn’t deliverable.
  • Verify provider: looks up a named therapist or clinic the caller mentions against the public NPI registry.
  • Look up facility: confirms a facility name the caller gives, for blueprints where a facility is part of the case, against a canonical directory, capturing its confirmed name and address.

​
Other built-in actions

Depending on the blueprint, an agent may also have tools for scheduling a callback, booking an attorney consultation, sending a text or email to the caller, capturing a contact or intake field as the caller gives it, playing touch-tones to navigate an automated system, or ending the call.

​
Custom tools

If your firm needs an action that isn’t built in, such as a call to your own system or another vendor’s API, create a webhook tool at Tools in the Command Center. Give it a name, the endpoint to call, its method and authentication, and the fields it needs. Once created, it shows up alongside the built-in tools on any agent’s Tools tab, ready to turn on the same way.
Tools are also attached at the gate level inside a blueprint, where you set whether the agent waits for the tool’s result before continuing (blocking) or moves on right away (background), and what happens if the tool fails: retry, proceed anyway, flag for review, or disqualify the caller.