If a tool isn't installing, the agent isn't using it correctly, or records aren't showing up where you expect, this article explains how to fix it. Find what you're seeing in the tables below. They're grouped by where the problem shows up.
| What you're seeing | Likely cause | Fix |
|---|---|---|
| The vendor shows Setup instead of Install tool | No connection is set up for that vendor yet | This is expected. Click Setup and create a connection. See Installing a Vendor Tool, Step 4. |
| Run test is greyed out on a new custom tool | The tool hasn't been saved yet | Click Save, then test. See Building a Custom HTTP Tool, Step 7. |
| What you're seeing | Likely cause | Fix |
|---|---|---|
| The agent never uses the tool | The tool isn't attached to the agent, or the prompt has no instruction for it | Check the Tools section of the agent's Configuration panel, then add a prompt block. See Attaching Tools to Your Agent. |
| The agent uses the tool at the wrong moment | Two tools have overlapping descriptions | Make the descriptions mutually exclusive. State when not to use each one. |
| The agent asks endless questions before acting | Too many required Dynamic parameters | Make non-essential parameters optional, or move fixed values to Static. |
| The agent invents a ticket number | The prompt has no instruction for when the tool fails | Add explicit failure handling to the tool's prompt block. See Attaching Tools to Your Agent, Part 2. |
| Long silence, then the agent gives up | The endpoint responds more slowly than the Timeout value | Speed up the endpoint. Raising the timeout only makes the silence longer. |
| What you're seeing | Likely cause | Fix |
|---|---|---|
| The record lands in the wrong queue or pipeline | An install variable has the wrong value | Reinstall the tool with the correct value, or install a second copy for the other queue. |
| The tool fires but nothing appears in the target system | The connection's credentials have expired or lack permission | Re-authenticate under Tool Marketplace > Connections, then check the account's permissions in the target system. |
| The tool always returns the same canned response | Static Response was left on after testing | Turn it off in the tool's Behavior section. |
| Repeat lookups return out-of-date data | Precomputable is on for data that changes between calls | Turn it off in the tool's Behavior section. |
| What you're seeing | Likely cause | Fix |
|---|---|---|
| Works in Test, but nothing changes on real calls | The change hasn't been deployed | Click Deploy. See Testing and Deploying Tool Changes, Part 2. |
| Works in Test, but fails on a real call | Test and production use different connections | Compare the connection each one uses and make sure the live one is correct. |
| Term | Plain meaning |
|---|---|
| Agent | The AI that talks to your callers |
| Automatic parameter | A value AGS injects for you, such as the call ID |
| Connection | The saved login or API key for one account in one system |
| Custom HTTP Tool | A tool you build yourself against any HTTP endpoint |
| Deploy | Making your saved changes live for real calls |
| Dynamic parameter | A parameter the agent fills in during the call |
| Install variable | A value from the target system that the tool needs and the agent must not guess |
| Installed Tools | Tools already in your workspace, ready to attach to an agent |
| Parameter | A piece of information sent with the request |
| Precomputable | A Behavior setting that lets AGS cache a tool's result |
| Static parameter | A fixed value sent with every request, set once by you |
| Static Response | A Behavior setting that returns a fixed response without calling the endpoint |
| System tool | A built-in action such as Hang Up or Warm Transfer, with nothing to install |
| Tool | One action the agent can take outside the conversation |
| Tool Marketplace | Where you browse, install and manage tools |
| Vendor | A platform with a ready-made pack of tools, such as FreshDesk or Halo |