Custom Tools

Custom tools allow your AI agent to execute functions during calls, like looking up customer information, booking appointments, or checking inventory.

How Tools Work

You define tools in your agent's llm_config.tools[]

During a call, the LLM decides when to use a tool

Flireo sends a webhook request with the tool call details

Your endpoint returns the result

The LLM uses the result to continue the conversation

Defining a Tool

Add tools when creating or updating your agent:

Tool Definition Schema

Field	Type	Required	Description
`name`	string	Yes	Unique tool name (used by LLM)
`description`	string	Yes	What the tool does (helps LLM decide when to use it)
`url`	string	No	Per-tool webhook URL (overrides agent's webhook_url)
`async`	boolean	No	Fire-and-forget mode (default: false)
`asyncResponse`	string	No	Response for async tools
`parameters`	object	No	JSON Schema for tool inputs

Writing Good Descriptions

The description is crucial - it tells the LLM when and how to use the tool.

Good descriptions:

{
  "name": "check_inventory",
  "description": "Check product availability and stock levels. Use when customer asks if a product is in stock or available. Returns quantity available and location."
}

{
  "name": "create_support_ticket",
  "description": "Create a support ticket for issues that cannot be resolved during the call. Use only when you cannot help the customer directly. Requires a description of the issue."
}

Bad descriptions:

{
  "name": "lookup",
  "description": "Looks up data"
}

Handling Tool Calls

When a tool is called, your webhook receives:

{
  "message": {
    "type": "tool-calls",
    "toolCallList": [
      {
        "id": "tool_abc123",
        "type": "function",
        "function": {
          "name": "lookup_customer",
          "arguments": {
            "phone": "+31612345678"
          }
        }
      }
    ]
  }
}

Return the result:

{
  "results": [
    {
      "toolCallId": "tool_abc123",
      "result": {
        "found": true,
        "name": "Jan de Vries",
        "email": "jan@example.com",
        "account_type": "premium",
        "member_since": "2020-03-15"
      }
    }
  ]
}

Per-Tool URLs

Route different tools to different endpoints:

{
  "tools": [
    {
      "name": "lookup_customer",
      "description": "...",
      "url": "https://crm.example.com/api/lookup"
    },
    {
      "name": "book_appointment",
      "description": "...",
      "url": "https://calendar.example.com/api/book"
    }
  ]
}

Async Tools

For tools that don't need to return a result (logging, notifications):

{
  "name": "log_interest",
  "description": "Log that the customer expressed interest in a product for follow-up",
  "async": true,
  "asyncResponse": "Interest noted for follow-up.",
  "parameters": {
    "type": "object",
    "properties": {
      "product": { "type": "string" },
      "notes": { "type": "string" }
    }
  }
}

The LLM immediately receives "Interest noted for follow-up." while your webhook processes in the background.

Built-in Tools

End Call

Allow the agent to end the call:

{
  "type": "endCall"
}

Transfer Call

Allow the agent to transfer to specific destinations:

{
  "type": "transferCall",
  "destinations": [
    {
      "type": "number",
      "number": "+31612345678",
      "description": "Sales team - for pricing questions and quotes",
      "message": "Ik verbind u door met sales."
    },
    {
      "type": "number",
      "number": "+31687654321",
      "description": "Technical support - for product issues",
      "message": "Ik verbind u door met technische support."
    }
  ]
}

Complete Example

Agent configuration with multiple tools:

{
  "name": "Customer Service Agent",
  "webhook_url": "https://api.example.com/webhooks/flireo",
  "webhook_secret": "secret123",
  "webhook_events": ["tool-calls", "end-of-call-report"],
  "llm_config": {
    "provider": "openai",
    "model": "gpt-4o-mini",
    "messages": [
      {
        "role": "system",
        "content": "Je bent een klantenservice medewerker. Gebruik de beschikbare tools om klanten te helpen."
      }
    ],
    "tools": [
      {
        "name": "lookup_customer",
        "description": "Look up customer by phone number",
        "parameters": {
          "type": "object",
          "properties": {
            "phone": { "type": "string" }
          },
          "required": ["phone"]
        }
      },
      {
        "name": "check_order_status",
        "description": "Check the status of a customer order",
        "parameters": {
          "type": "object",
          "properties": {
            "order_id": { "type": "string" }
          },
          "required": ["order_id"]
        }
      },
      { "type": "endCall" },
      {
        "type": "transferCall",
        "destinations": [
          {
            "type": "number",
            "number": "+31612345678",
            "description": "Human support for complex issues"
          }
        ]
      }
    ]
  }
}

See Tool Calls Webhook for webhook details.

How Tools Work#

Defining a Tool#

Tool Definition Schema#

Writing Good Descriptions#

Handling Tool Calls#

Per-Tool URLs#

Async Tools#

Built-in Tools#

End Call#

Transfer Call#

Complete Example#