Agent Tools

Summary

Capabilities determine how the agent replies, what it can recognize and create, which tools it can use, and which actions it may perform. Change capability switches in the agent draft; the new configuration applies to live dialogs after publication. Plugin tools and events are added and removed separately, without publishing the general draft.

Open the capabilities

1. In the agent form, open the Tools tab.

2. Under Response Mode, find Prepare replies and perform actions. It enables reply preparation and available tools according to the agent's instructions. Reply delivery and metrics collection are configured separately.

Next, configure reply preparation and delivery for your task, then enable the required tools and permissions.

Step limit

"Step limit per request" limits how many times the agent can choose tools and receive their results in one run. A step may contain several calls: this is not a message count or a limit on individual tools.

Enter an integer from 1 to 100; the default is 20. A larger limit lets longer tasks proceed without a pause but may increase response time and token usage. Publish the agent to apply the value in live dialogs.

At the limit, the agent pauses further actions and offers to continue. Completed actions are not undone. The user can reply with a message or click "Continue" when available. Continuing gets the same step allowance again; reaching the limit is neither a tool error nor confirmation that the entire task is complete.

Automation

In Work with segments, select Configure, choose the available segments, and separately allow adding or removing a lead. Leave both permissions disabled for read-only access. Save the settings and publish the agent.

1. Passing the support schedule.
2. Schedule delayed messages.
3. Muting the dialog for the duration of the timer.
4. Blocking leads.
5. Skipping metrics for individual messages.

Mute dialog until timer is available when Schedule delayed messages is enabled.

In the instruction, choose @ → “Agent actions” → “Schedule a message” or “Cancel a scheduled message”. Adding the tag enables delayed messages in the draft but does not create or cancel a timer. Describe when to perform the action next to the tag. The same catalog includes detaching the current agent.

Delayed messages are useful for reminders and continuing a conversation later. Describe the behavior in the instruction, for example: "If the client asks for a reminder, schedule a message for the time they specify." When the timer fires, the agent resumes work and prepares a response; it does not send previously saved text.

The timer restarts the agent in the same dialog with the original request context and the results of tools used when the timer was created. You can specify a delay, such as 20 minutes, or an exact date and time with a time zone, such as January 15, 2027 at 09:00 Moscow time. The schedule_next_message tool accepts that exact time as 2027-01-15T09:00:00+03:00.

When creating a timer, the agent supplies a clear action name in title in the dialog's language, such as “Payment reminder”. The title is between 1 and 120 characters and can be shown to the visitor in the widget's timer list. It is not an execution instruction: do not put secrets or internal instructions in the title.

The list_scheduled_messages tool lists active timers. To reschedule one, the agent calls schedule_next_message with the existing timer’s scheduled_id and a new scheduled_at: the ID, title, context, and mute mode are preserved. To cancel it, use cancel_scheduled_message with the same ID. Only a pending timer owned by this agent in the current dialog can be changed or cancelled; inside an automation, it must also belong to the current Run agent step. Execution that has already started is unaffected. Cancellation releases the dialog mute if that timer owns it.

Choose an agent timer when the agent needs to reassess the situation later and act according to its instructions. To send prepared text through a supported channel, use a broadcast. For conditions, branching, or multiple steps, use an automation with a wait and a message step.

The agent can set a timer without immediately messaging the client. If it also prepares a confirmation, such as "I'll remind you in an hour", that confirmation is sent as a regular reply when client-facing replies are allowed. In the Run agent step, a delayed continuation can also keep the process waiting.

Enable schedule usage so replies take into account the current date and time in the schedule time zone and whether support is working or closed. During working time, the end of the current continuous coverage is used. While support is closed, the start and end of the next coverage are used. A reply can also account for the absence of future assignments.

Overlapping and touching operator assignments are treated as one continuous interval. For example, assignments from 09:00-13:00 and 13:00-18:00 make 18:00 the support end time, not 13:00.

This capability is independent from Use schedule in response statistics in Support settings. The agent checkbox determines whether replies account for working hours, while the project setting controls statistics and SLA calculation. Enable it in the draft and publish the agent for it to apply in real dialogs.

Lead blocking

• can exclude from group chats;
• can block a VK user;
• can add a lead to the blacklist.

Detailed guides

• Knowledge base: Select answer sources and permissions for working with them.
• MCP servers: Connect external tools available to the agent.
• Data and variables: Pass values into instructions and allow reading or changing them.
• Metrics: Choose which information to collect from dialogs.
• Project operator: Allow staff to manage the project through the agent.
• Response mode: Choose when the agent replies to customers, when it assists an operator, and what it shows while preparing a reply.
• Funnel access: Allow the agent to move leads to the right stages and assign markers according to its instructions.
• Segment access: Choose segments and allow checking a lead's membership, adding or removing them.
• Messages to other recipients: The agent can notify a manager or message another lead during the current conversation. First choose which recipients it may contact.
• Plugin tools: Connect actions and events from installed plugins to the agent. A configurable tool stores separate settings for this agent.
• Working with automations: Distribute incoming requests between the agent and automations so the same event does not receive two independent replies.
• Working with media: Enable media recognition, generation, or sending, and select models for the capabilities you need.
• Reading documents: The agent can read supported files from the conversation without adding them to the knowledge base.
• Website actions: Allow the agent to help visitors with website elements through the installed widget.
• Conversation handoff: An agent can hand a conversation over to another agent or to a person. These actions require different permissions and have different outcomes.