AI agents on Zentrix Agent Studio have access to built-in tools that they can invoke during live voice calls. These tools let agents perform real actions -- searching your knowledge base, identifying callers, scheduling meetings, or escalating to a human -- without the caller needing to leave the conversation.
Tools are configured automatically based on your agent type and the features you enable during the Setup Wizard. You do not need to write any code to use them.
search_knowledge_base
Performs a vector similarity search against your agent's knowledge base to find relevant information during a call.
- Triggered when: The caller asks a question about your products, services, policies, or procedures.
- Behavior: The agent queries your uploaded documents using semantic search (pgvector + OpenAI embeddings) and uses the top matching chunks to formulate an accurate answer.
- Requires: At least one knowledge base source uploaded for the agent.
identify_caller
Looks up the caller by their phone number in your customer database.
- Triggered when: An inbound call arrives on your agent's phone number.
- Returns: Customer name, previous call history, open tickets, and any notes associated with the phone number.
- Behavior: If a match is found, the agent greets the caller by name and has context from previous interactions.
initiate_handoff
Requests escalation from the current agent (L1) to a specialist agent (L2) or human operator (L3). This implements the Handoff System.
- Triggered when: The agent determines it cannot resolve the caller's issue, or the caller explicitly requests to speak with a specialist or human.
- Behavior (web calls): On web calls, the system dynamically swaps the agent persona and injects L2 context mid-call. The caller experiences a seamless transition.
- Behavior (phone calls): On phone calls, the agent uses a persona mode-switch within the same call session, adopting the L2 specialist role with merged knowledge.
Note: The agent always asks for the caller's consent before initiating a handoff. It never transfers without confirmation.
transfer_to_human
Transfers the call directly to a human phone number.
- Triggered when: The caller requests a human, or the issue requires human intervention after L1 and L2 attempts.
- Behavior: The agent announces the transfer, places a brief hold with a courtesy message, and connects the call to the escalation phone number configured in your agent instance settings.
- Requires: An escalation phone number set in the Setup Wizard personalization step.
schedule_meeting
Books an appointment on the linked Google Calendar.
- Triggered when: The caller wants to schedule a meeting, demo, or consultation.
- Behavior: The agent checks calendar availability, proposes open time slots, and creates a calendar event with the caller's details. Both the caller and the business receive a confirmation.
- Requires: Google Calendar integration connected in Settings.
request_callback
Schedules an outbound callback for a later time when the caller cannot be helped immediately (e.g., after business hours or when a specialist is unavailable).
- Triggered when: The target agent or human is unavailable, or the caller prefers to be called back.
- Behavior: Records the caller's preferred callback time, phone number, and reason. The callback is queued and executed by the Callback Agent during the next available window.
- Requires: Callback feature enabled in your routing configuration.
create_payment_link
Generates a Razorpay payment link and sends it to the caller via SMS.
- Triggered when: The caller needs to make a payment during the call (e.g., invoice settlement, order payment, consultation fee).
- Behavior: Creates a one-time Razorpay payment link with the specified amount and description, then sends it to the caller's phone number via SMS.
- Requires: Active Razorpay integration.
Not all tools are available to every agent type. The platform configures tools based on what makes sense for each role:
| Tool | Receptionist | Customer Support | Technical Support |
|---|
| search_knowledge_base | Yes | Yes | Yes |
| identify_caller | Yes | Yes | Yes |
| initiate_handoff | Yes | Yes | Yes |
| transfer_to_human | Yes | Yes | Yes |
| schedule_meeting | Yes | No | No |
| request_callback | Yes | Yes | Yes |
| create_payment_link | No | Yes | No |
Tip: If you need a tool that is not listed here, you can add custom instructions in the Setup Wizard to guide the agent's behavior. For fully custom tool integrations, contact support@brtneura.info.
A Product by BRTNeura Technology LLP