Agent Studio - Using Tools with Your Agent Overview

Agent Studio - Using Tools with Your Agent Overview

Applies to: AGS 1.0  |  Level: Beginner  |  Reading time: 3 min (full section ~45 min)
Prerequisite: an agent already created and saved in AGS  |  Last reviewed: 25 Sep 2026

This section shows you how to give your AGS voice agent tools, so it can take real actions during a call: create a ticket, book a meeting, look up a customer, and more. Use this overview to find the right article for what you need to do.

What you'll be able to do

By the end of this section you will be able to:

  • Explain the difference between a vendor tool and a custom tool
  • Set up a connection to the system your agent needs to reach
  • Install a tool from the Tool Marketplace, or build your own
  • Attach that tool to an existing agent
  • Write instructions that tell your agent when to use it
  • Test the change and deploy it to live callers

Find the right article

If you…Read this
Are new to tools and want the concepts firstWhat Is a Tool?
Need a system already in the catalog (FreshDesk, HubSpot, Halo, Calendly, Google Calendar, ConnectWise, Autotask, Atera…)Installing a Vendor Tool (Path A – no code)
Need an in-house system, or a vendor that isn't listedBuilding a Custom HTTP Tool (Path B)
Have a tool installed and need to give it to an agentAttaching Tools to Your Agent & Writing Instructions
Want to verify everything works before it reaches callersTesting and Deploying Tool Changes
Want to see the whole process in one real exampleWorked Example: A FreshDesk Support Agent
Hit an error or unexpected behaviorTroubleshooting Tool Issues 

Before you begin (any path)

Check that you have everything below. Missing items are the most common reason setups fail.

  • Permissions: you can edit agents and install tools in AGS. Read-only accounts can browse but not install.
  • An existing agent: your agent is already created and saved.
  • A specific task: you know exactly what the tool should do, e.g. "create a ticket", not "make it smarter".
  • Credentials: an API key or login for the target system.
  • Vendor-specific IDs: the values the tool needs, such as a ticket group, pipeline, board, or calendar ID.
  • A safe place to test: a sandbox account, or a test record you can delete afterward.
⚠ Tip: Most failed installs trace back to a missing ID. If you don't have the credentials or vendor-specific values, get them from whoever administers the target system before you start.

Next step

New to tools? Start with What Is a Tool? Already know the concepts? Jump straight to Installing a Vendor Tool or Building a Custom HTTP Tool.