Custom Mid-Call Tools

Learn how to create and configure custom API integrations that your AI assistant can use during calls

Custom Mid-Call Tools let your AI assistant interact with external systems during calls. Whether checking inventory, verifying customer data, or fetching real-time information, these tools make your AI more powerful and connected.

Overview

Custom Mid-Call Tools enable your AI assistant to:

• Make real-time API calls during conversations
• Fetch or submit data to your systems
• Make informed decisions based on live data
• Provide accurate, up-to-date information to callers

Key Benefits

No coding required - just configure the API endpoint and parameters - AI automatically knows when and how to use the tools - Real-time data access during calls - Seamless integration with your existing systems

Setting Up Your Tool

1. Basic Configuration

Access Tool Creation

Navigate to Mid call tools and click Create Mid-Call Tool

Configure Main Settings

Fill in the essential details:

• Name: Use lowercase and underscores (e.g., check_order_status)
• Description: Explain when and how the AI should use this tool
• Endpoint: Your API URL (e.g., https://api.yourcompany.com/orders)
• Timeout: How long to wait for responses (in seconds)
• Method: Choose GET, POST, PUT, PATCH, or DELETE

Add Headers

Common headers you might need:

Content-Type: application/json
Authorization: Bearer your_token

2. Variable Configuration

Define Parameters

These are the pieces of information your AI will collect during the call:

Name: order_number
Type: string
Description: "10-digit order number from the customer"

Set Validation Rules

Add format requirements in the description:

"Date in dd/mm/yyyy format"
"Phone number without spaces"
"Email address for confirmation"

Understanding Parameter Types

When using variables in your endpoint URL, make sure to enclose them in curly braces and use the exact parameter name.

You can make your endpoints dynamic using variables:

Basic URL:
https://api.example.com/orders/status

With Variables:
https://api.example.com/orders/{order_id}/status

The AI will automatically replace {order_id} with the actual value collected during the conversation.

Testing Made Easy

Automatic Testing

Click “Test Tool” to run a test with dummy data:

• String parameters: “test”
• Number parameters: 1
• Boolean parameters: true

You’ll see the response code and body, helping you verify everything works.

Power User Feature: Automation Platform Integration

Need more complex logic? Connect your tool to the automation platform for advanced workflows.

Here’s how to create powerful integrations:

1. In the automation platform:
   • Create a new flow
   • Add a webhook trigger
   • Build your logic (API calls, data transformation, etc.)
   • End with “Return Response”
2. In your custom tool:
   • Use the webhook URL as your endpoint
   • Add /sync at the end
   • Example: https://automation.autocalls.ai/webhook/abc123/sync

This lets you:

• Transform data before/after API calls
• Make multiple API calls in sequence
• Apply complex business logic
• Handle errors gracefully

Real-World Examples

Order Lookup System

Name: check_order
Endpoint: https://api.yourshop.com/orders/{order_number}
Parameters:
  - Name: order_number
    Type: string
    Description: "Order reference (format: ORD-XXXXX)"

The AI will:

1. Ask for the order number
2. Fetch the status
3. Explain delivery dates and status to the customer

Appointment Availability

Name: check_slots
Endpoint: https://api.calendar.com/availability
Parameters:
  - Name: service
    Type: string
    Description: "Service type (haircut, massage, consultation)"
  - Name: date
    Type: string
    Description: "Preferred date (dd/mm/yyyy)"

The AI will:

1. Ask about the desired service
2. Get preferred date
3. Show available time slots

Customer Verification

Name: verify_customer
Endpoint: https://api.crm.com/verify
Parameters:
  - Name: phone
    Type: string
    Description: "10-digit phone number"
  - Name: email
    Type: string
    Description: "Email address for verification"

The AI will:

1. Collect contact details
2. Verify against your CRM
3. Proceed based on verification status

Configuring Your AI

The AI needs clear instructions in its system prompt to effectively use your custom tools.

Example prompt section:

When to use check_order tool:
1. Customer asks about order status
2. Mentions tracking or delivery
3. Wants to know where their package is

How to use it:
1. Ask for order number if not provided
2. Verify format (ORD-XXXXX)
3. Use tool to fetch status
4. Explain results in simple terms

Test your tools with various conversation flows to ensure the AI handles all scenarios smoothly. Start with simple test calls before going live.