Agent Tools

Tools are workflows that your agent can use to take actions. They're the "hands" of your agent - turning conversation into real business impact.

Tools from template

Tray offers pre-built tools for common actions:

• Send Email - Compose and send emails
• Create Jira Ticket - Log issues or requests
• Update Salesforce Record - Modify CRM data
• Slack Message - Send team notifications
• Google Calendar Event - Schedule meetings For the full list, please check out our template library.

To add a tool from template:

1. In the Tools tab, click "Add tool" and choose "From Template"
2. Browse available tools by category
3. Click "Use template" on your choice
4. Configure required authentications (if applicable) Important! The newly added tool will be automatically enabled and visible to the agent. If you need to do more configuration before enabling the tool, you can disable it.

Custom Tools

To add a custom tool:

1. In the Tools tab, click "Add tool" and choose "Custom Tool"
2. Enter a descriptive name for your tool
3. Write a comprehensive tool description This step is critical - without a clear description, your agent will never select this tool when deciding how to respond to requests. Your description should include:

• when the agent should use this tool
• what inputs the tool requires
• what the expected outcome will be
• why limitations or constraints

4. Click on the newly created tool to customize the underlying workflow Important! The newly added tool will be automatically enabled and visible to the agent. If you need to do more configuration before enabling the tool, you can disable it. Good descriptions

"Use this tool to send email notifications to customers about order status updates. Required: customer email, order number, status message."

"Create a Jira ticket for technical issues that need developer attention. Include problem description, affected systems, and priority level."

"Send a Slack message to the #alerts channel when urgent issues need immediate team attention."

Bad descriptions

"Sends emails" (too vague) 

"Use when needed" (no clear trigger) 

"Handles tickets" (unclear purpose)

Disabling tools

If you have tools in your agent project that you don't want to delete - perhaps they're still in development or temporarily not needed - you can disable them instead. When a tool is disabled, the agent won't see it or consider it when selecting tools to complete a task. To disable a tool:

1. Go to your Tools list
2. Click the three-dot menu next to the tool you want to disable
3. Click "Disable tool"

Best practices for tools

• Start with templates before building custom tools
• Test extensively in different scenarios
• Use comprehensive descriptions that explain the action
• Handle errors gracefully with fallback options
• Limit tool count - too many options confuse the agent