Tools let your AI agent take actions during a conversation — transfer calls, end calls, or call external APIs — based on the context of the conversation and your prompt instructions. When a tool is attached to a workflow node, the LLM decides when to invoke it and what parameters to pass, based on the user’s spoken intent and your node-level instructions.

​
Tool Types

Peachdesk provides two categories of tools:

​
Built-in Tools

Pre-configured tools that handle common telephony operations out of the box:
  • Call Transfer — Transfer the active call to a phone number or SIP endpoint
  • End Call — Terminate the call when the conversation is complete

​
Custom Tools

Tools you define to integrate with any external system:
  • HTTP API — Call any REST API endpoint during a conversation (e.g., CRM updates, data lookups, triggering automations)

​
How Tools Work

  1. You define a tool with a name, description, and parameters
  2. You attach the tool to one or more workflow nodes
  3. During a call, the LLM reads your node prompt, the tool description, and the caller’s intent to decide whether to invoke the tool
  4. The tool executes and returns a result that the agent can use to continue the conversation

​
Best Practices

  • Attach only relevant tools to each node — fewer tools means more reliable invocations
  • Write clear tool descriptions — the LLM uses these to decide when to call the tool
  • Guide the LLM in your node prompt — explicitly describe when a tool should be used
  • Test tool behavior — verify your agent invokes tools at the right moments using web or phone calls