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Agent Tools

Overview​

The Options tab within an AI Agent's configuration lets you enable and configure the tools (capabilities) available to the agent during conversations. Tools extend what your agent can do beyond answering questions — including sending follow-up messages, routing conversations to teams, scheduling appointments, notifying human agents, and sending WhatsApp templates. Each tool can be independently activated and configured.

How to Access​

  • Navigate to Tools > Aurora AI > AI Agents, click on an agent
  • Select the Options tab (third tab)
  • Required role: Chatbot Admin

Interface Overview​

The Options tab has a vertical sidebar on the left with the following tool sections:

  • Follow-up - Automatic follow-up messages for unanswered conversations
  • Agent Funnel - Route conversations to a specific team
  • Schedule Events - Allow the agent to book appointments
  • Notify Human - Alert a human agent when needed
  • WhatsApp Templates - Send pre-approved WhatsApp message templates (only visible if templates exist in your account)

The right panel shows the configuration for the selected tool.

Features & Actions​

Configure Follow-up Messages​

What it does: Enables automatic follow-up messages when a customer stops responding. The agent will send additional messages to re-engage the conversation.

Steps:

  1. Click the Follow-up tab in the left sidebar
  2. Toggle the Active switch to enable or disable this tool
  3. Set the Message Count — the number of follow-up messages the agent will send (default: 3)
  4. Set the Period — the time in hours between each follow-up message (default: 20 hours)
  5. Click Save to apply changes

Important notes:

  • When disabled, the agent will not send any follow-up messages
  • The unanswered threshold (how long before the first follow-up) is set to 360 minutes by default
  • Follow-up messages are generated by the AI based on the conversation context

Configure Agent Funnel​

What it does: Allows the agent to route conversations to a specific team inbox based on the conversation outcome (e.g., qualified leads go to the sales team).

Steps:

  1. Click the Agent Funnel tab in the left sidebar
  2. Toggle the Active switch to enable or disable
  3. Select a Team from the dropdown
  4. Click Save to apply changes

Important notes:

  • The agent will route conversations to the selected team when the funnel action is triggered
  • You must have at least one team configured in your account

Configure Schedule Events​

What it does: Enables the agent to schedule appointments or events with customers during conversations.

Steps:

  1. Click the Schedule Events tab in the left sidebar
  2. Toggle the Active switch to enable or disable
  3. Select a Team from the dropdown
  4. Optionally select a specific User within the team (leave blank to use any available team member)
  5. Set the Duration in minutes for each appointment
  6. Toggle Validate Schedule to check for conflicts before booking
  7. Toggle Use External Calendars to integrate with connected calendar services (e.g., Google Calendar)
  8. Click Save to apply changes

Important notes:

  • If no specific user is selected, the agent will book with any available member of the selected team
  • External calendar integration requires calendars to be connected in the user's profile settings
  • Duration determines the length of each scheduled appointment

Configure Notify Human​

What it does: Allows the agent to notify a human agent when it cannot handle a request or when human intervention is needed.

Steps:

  1. Click the Notify Human tab in the left sidebar
  2. Toggle the Active switch to enable or disable
  3. Select a Team from the dropdown
  4. Optionally select a specific User within the team
  5. Click Save to apply changes

Important notes:

  • The AI agent decides when to trigger this action based on the conversation context and its instructions
  • If a specific user is selected, only that user will be notified; otherwise, the entire team receives the notification

Configure WhatsApp Templates​

What it does: Allows the agent to send pre-approved WhatsApp message templates during conversations. This is useful for sending structured messages that comply with WhatsApp Business policies.

Steps:

  1. Click the WhatsApp Templates tab in the left sidebar (only visible if you have templates)
  2. Select which templates the agent is allowed to use
  3. Click Save to apply changes

Important notes:

  • This tab only appears if you have WhatsApp message templates configured in your account
  • Templates must be pre-approved by WhatsApp before they can be used
  • The agent will select and send the appropriate template based on conversation context

Fields Reference​

FieldDescriptionRequiredNotes
ActiveEnable or disable the toolNoToggle switch, defaults to off
Message CountNumber of follow-up messagesYes (Follow-up)Default: 3
PeriodHours between follow-upsYes (Follow-up)Default: 20 hours
TeamTarget team for routingYes (Funnel, Schedule, Notify)Select from available teams
UserSpecific user within teamNoOptional for Schedule and Notify
DurationAppointment length in minutesYes (Schedule)Numeric input
Validate ScheduleCheck for booking conflictsNoToggle, default off
Use External CalendarsIntegrate with external calendarsNoToggle, default off

Important Notes​

  • Tools are configured per agent; different agents can have different tool configurations
  • The WhatsApp Templates tab only appears if your account has templates configured
  • Team and user selections are loaded from your organization's team structure
  • All tools default to inactive (off) when an agent is first created

FAQ​

Q: Do I need to activate all tools? A: No. Only activate the tools your agent needs. For example, a simple FAQ agent may not need scheduling or funnel routing.

Q: Can the agent use multiple tools in a single conversation? A: Yes. The agent can use any combination of its active tools during a conversation based on the customer's needs.

Q: What happens if I deactivate a tool while conversations are in progress? A: The agent will stop using that tool for new interactions. Existing scheduled events or routed conversations are not affected.

Q: Why don't I see the WhatsApp Templates tab? A: This tab only appears if your account has WhatsApp message templates configured. Create templates first in the Templates section.