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Tools let a Knova agent do things during a call — send an email, book an appointment, create a CRM contact, or look something up. You manage them in the agent’s Functions tab.

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Add a tool

  1. Open AI Agents → Knova Agents.
  2. Select Configure on the agent.
  3. Open the Functions tab.
  4. Under Function Calls, select Add Function Call and choose the app and action.
  5. Select Update Agent to save.
Each tool in the list shows its name, a short description, the App it belongs to, and the Tool (action) it runs. The app must be available to the agent’s customer and connected in their portal. See Choose customer integrations.

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Built-in tools

Some tools are provided by the platform and show App: internal, for example: Don’t give your own tools these exact names. Names that simply contain words like “email”, “SMS”, or “knowledge” — such as a Gmail send-email tool — are fine.
Earlier, some Knova agents lost access to tools whose names included “email”, “sms”, or “knowledge”, such as Gmail or Twilio SMS tools. This has been fixed. You don’t need to change anything — just run a test call to check the tool works.

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If a tool isn’t working

  • Check the tool is still listed in the Functions tab.
  • Check the customer has connected the app in their portal.
  • Make the agent’s instructions clear about when to use each tool.
  • Save the agent and try another test call.