> ## Documentation Index > Fetch the complete documentation index at: https://support.callin.io/llms.txt > Use this file to discover all available pages before exploring further. # Tools > Create tools (webhooks) in Callin and use them from your agent’s Conversation Prompt field to send or query data in real time during a call. ## Overview **Tools** (webhooks) allow your Callin agent to connect with external systems **in real time** while speaking with a user. Put simply: a tool is an **automatic action** the agent can run to **ask** or **send** information to another system (for example, your CRM) without interrupting the conversation. With a tool, your agent can: * **Send data** the user says during the call (for example: name, email, phone, reason). * **Query data** from an external system (for example: status, availability, verification). * **Trigger automations** in external platforms (CRM, tickets, messaging, workflows, etc.). In Callin, correct operation always follows this order: 1. **Create the tool** in the **Tools** section. 2. **Assign the tool** to the agent in **AI Agents**. 3. **Specify in the Conversation Prompt field** when it must run and what the agent should do with the result. If any of these 3 steps is missing, the tool will not run as expected. *** ## Before you start (concepts in 60 seconds) * **Tool**: a connection that lets the agent “talk” to another system (for example, a CRM). * **URL**: the address Callin sends the request to. * **GET**: used to **query** information (“Does this contact exist?”). * **POST**: used to **send** information (“Create this lead with these details.”). * **Body parameters**: the **data** the agent will send (email, phone, name, etc.). * **Required**: **mandatory** fields. If one is missing, the result may be incomplete or the flow can fail. > If your user is not technical, keep this idea: **the tool creates the connection**, and the **Conversation Prompt decides when it is used and with which data**. *** ## Step 1 — Create a tool (webhook) To create a tool in Callin: 1. Go to **Tools** in the Callin dashboard. 2. Click **+ Add Tool**. 3. Fill in the main fields: * **Name**\ Use a short, clear, stable name. Recommendation: **verb + objective**.\ Examples: `query-crm-contact`, `create-crm-lead`, `send-registration-link`. * **Description**\ Explain **what it does** and, especially, **when it must be used** (at what moment in the call).\ Example: “Check whether the contact exists in the CRM only after confirming email and phone.” * **Method** * Use **GET** if you are going to **query** information. * Use **POST** if you are going to **send** information (most common when the agent collects data and sends it). * **URL**\ Paste the HTTPS URL of your API or your external platform webhook. > Make sure the URL is **HTTPS** and publicly accessible. If the endpoint is not accessible, the tool will not work. ### Configure “Body parameters” (if you use POST) If your tool sends information (POST), define exactly which data it will send: 1. Go to **Body parameters**. 2. Click **Add property**. 3. Configure each field: * **Type**: the data type (text, number, true/false, etc.). * **Identifier**: the exact field name your endpoint expects (for example: `email`, `phone`, `full_name`). * **Required**: enable it if the field is mandatory. * **Description**: explain what it represents and the expected format (for example: “Phone in international format” or “Valid email address”). > Practical recommendation: if you mark a field as **Required**, your agent must be forced (via the Conversation Prompt) to **ask for it and confirm it** before running the tool. Otherwise, the webhook will receive incomplete data or the flow will fail. ### Headers and authentication (if applicable) If your endpoint requires authentication (for example, a token or key), you must configure it following your API requirements exactly (which headers it needs and what values). 4. Click **Save** to save the tool. *** ## Step 2 — Assign the tool to an agent Creating the tool is not enough. You must assign it to the agent: 1. Go to **AI Agents**. 2. Select the agent you want to configure. 3. In the agent editor, scroll down to the **Tools** section. 4. Click **+ Add Tool**. 5. Select the tool and save. **Quick check:**\ If the tool appears in the agent’s list, it is assigned correctly. If it does not appear, the agent will not be able to run it. *** ## Step 3 — Specify how to use the tool in “Conversation Prompt” This is the most important step. The agent will only run the tool if the **Conversation Prompt** clearly tells it: * **What data it must collect** before running it (required fields). * **How to confirm that data** (to reduce errors). * **When** it must run it (exact moment in the call). * **What it must say right after** running it (including exact phrases if your process requires them). * **What it must NOT do** (to avoid mixing flows or acting too early). ### Key rule (for non-technical users) If you don’t tell the agent **“when”** and **“under what conditions”** to use the tool, the agent may: * use it too early, * use it with incomplete data, * or never use it at all. *** ## Example 1 — Connect to a CRM in real time (query + create) This example covers a very common case: the agent speaks with a user and, **before continuing**, checks the CRM to see if the contact already exists. If it doesn’t, it creates the user as a lead and continues the call. ### Tools used in this example **Tool 1: Query\_CRM\_Contact**\ **Goal:** check whether the contact already exists in the CRM.\ **When it is used:** right after confirming **email + phone**.\ **Expected result:** “found / not found” and, if found, basic details (for example: name and status). **Tool 2: Create\_CRM\_Lead**\ **Goal:** create a lead if the contact does not exist.\ **When it is used:** only if the previous query returns “not found”.\ **Minimum recommended data:** name, email, phone, reason. ### Conditions to run the tools (very important) * The agent **must not** run any tool until: * the **email** is confirmed (repeated and confirmed by the user), * and the **phone** is confirmed (repeated and confirmed by the user). * If the user hesitates or corrects a detail, the agent must **update it and confirm again** before continuing. ### What to write in the Conversation Prompt (invented text, easy to adapt) **Flow objective:**\\ 1. Collect basic details → 2) Confirm them → 3) Query CRM → 4) If not found, create lead → 5) Continue the conversation. **Clear instructions for the agent (example):** * During the call, collect and confirm these details: * **First and last name** * **Email** * **Phone** * **Reason** (one short sentence) * To confirm: * Repeat the email and ask: “Is that correct?” * Repeat the phone and ask: “Is that correct?” * Only when email and phone are confirmed: * Run **Query\_CRM\_Contact**. * If the result indicates the contact **exists**: * Tell the user: “Perfect, I can already see your record. Let’s continue.” * Do not invent details. If the status comes in the result, you may mention it neutrally. * If the result indicates the contact **does not exist**: * Tell the user: “Perfect, I can’t find you yet. I’ll register you now and we’ll continue.” * Run **Create\_CRM\_Lead** with the confirmed details. * After creating, confirm: “Done, you are now registered. Let’s continue with the next step.” * If the tool fails or returns no response: * Do not say technical information. * Say: “I couldn’t check it right now. Let’s continue, and if needed we’ll review it at the end.” * Do not repeat tools in a loop. ### How it would look in a call (conversation example) **Agent:** “Perfect. To help you, I just need a few quick details. What’s your first and last name?”\ **User:** “Laura Martin.”\ **Agent:** “Thanks, Laura. What’s your email?”\ **User:** “[laura.martin@example.com](mailto:laura.martin@example.com)”\ **Agent:** “Great. I understood: laura dot martin at example dot com. Is that correct?”\ **User:** “Yes.”\ **Agent:** “Perfect. What’s your phone number?”\ **User:** “Six six five, one two three, four five six.”\ **Agent:** “Perfect. Confirming the phone: 665 123 456. Is that correct?”\ **User:** “Yes.”\ **Agent:** “Thanks. One last thing: in one sentence, what’s the reason for your call?”\ **User:** “I want information about the plans.”\ **Agent:** “Perfect. I’m going to check if you’re already registered and then we’ll continue.” (The agent runs **Query\_CRM\_Contact**) * **If found:**\ **Agent:** “Perfect, I can already see your record. Let’s continue with the information about plans.” * **If not found:**\ **Agent:** “Perfect, I can’t find you yet. I’ll register you now and we’ll continue.” (The agent runs **Create\_CRM\_Lead**) **Agent:** “Done, you are now registered. Now yes—let’s go over the information about plans.” ### Flow safety rules (to avoid errors) * Do not run tools with unconfirmed data. * Do not invent CRM results: only use what comes back in the response. * Do not retry the tool repeatedly if it fails: continue and offer to review it later. * Do not mix flows: first CRM (verify/create), then the rest of the process. *** ## Example 2 — Send links at the right moment (during the call and at the end) Below is a complete (invented) example with two tools: a main link during the call and an access link at the end. **Tool 1: Send\_Registration\_Link (Link A)**\ **Goal:** send the main link where the user completes the full primary process.\ **When it is used:** during the call, only when the user confirms they want to continue and email + phone are confirmed. **Link A includes (inside the link itself):** 1. Initial registration (required details) 2. Verification/confirmation of information 3. Plan or option selection 4. Payment setup (if applicable) 5. Acceptance of terms or signature (if applicable) 6. Document upload (if applicable) 7. Final confirmation **Conditions to run “Send\_Registration\_Link”:** * The user clearly says they want to continue. * The email is confirmed (repeated and confirmed by the user). * The phone is confirmed (repeated and confirmed by the user). **Exact phrase after sending Link A (invented example):** > “Open the link we just sent you and scroll down to the ‘Initial registration’ section. Fill in your details and tell me when you’re ready to continue.” **Rules during the call (very important):** * Do not ask the user to leave Link A to do steps somewhere else during the call. * Do not ask them to log into a separate portal while they are completing the main process. * Guide the user step by step, always from where they currently are. *** **Tool 2: Send\_Portal\_Link (Link B)**\ **Goal:** send the secure portal access link so the user can review progress later.\ **When it is used:** only at the end of the call. **Exact phrases after sending Link B (invented example):** > “Here is the link to access your secure portal.”\ > “We also sent you emails with your login details.”\ > “If you can’t find them, use your email search and type our company name to locate them.” **Final closing (invented example):** > “Thank you for your time. If you need help with any step, we’re available to assist you.” *** ## Step 4 — Test the tool before using it in production Before using the tool with customers, validate that: * The request runs successfully. * The fields arrive with the expected name (Identifier). * The required fields (Required) are always present. * The endpoint responds quickly and consistently. A good practice is to test the webhook with a temporary inspection URL (to see what arrives) and then with your real endpoint. ### Quick checklist (30 seconds) * The tool is created and saved in **Tools**. * The tool is assigned to the agent in **AI Agents > your agent > Tools**. * The **Conversation Prompt** clearly specifies: * what data to ask for, * how to confirm it, * when to run the tool, * and what to say right after. *** ## Common errors and how to fix them | Problem | Likely cause | Solution | | ----------------------------------- | ----------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------- | | The tool does not run | It is not assigned to the agent | Go to **AI Agents > your agent > Tools** and add it | | No information reaches the endpoint | Endpoint is inaccessible or URL is incorrect | Verify the URL is **HTTPS** and publicly accessible | | Missing fields | “Identifier / Required” defined incorrectly or the agent doesn’t collect them | Review **Body parameters** and adjust the **Conversation Prompt** to require and confirm the data | | It runs at the wrong time | The Conversation Prompt doesn’t define clear conditions | Specify rules like “only at the end”, “only after confirming email and phone” | *** ## Final tip To achieve a stable result: * Start with a simple tool. * Define only a few required fields at the beginning. * In the Conversation Prompt, be explicit about: * **execution conditions**, * **flow order**, * **exact phrases** (if applicable), * **and prohibitions** (what the agent must not do).