Tools and Permissions
Tools let an agent do more than generate text. They can let an agent read approved files, search allowed resources, or call configured integrations.
Start With No Tools
For a public Website Support agent, start with knowledge-only conversation when possible. Add tools only when the agent needs them for a clear job.
Use Narrow Permissions
Prefer the smallest useful permission set:
- Give read access before write access.
- Scope tools to the channel or job.
- Avoid tools that are unrelated to the agent's purpose.
- Review the tool list before publishing.
Customer-Facing Tool Categories
Use these customer-facing categories in docs and reviews:
| Category | Use |
|---|---|
| Knowledge tools | Read approved knowledge or resources. |
| Search tools | Find relevant workspace material. |
| Integration tools | Call a configured external system. |
| Internal tools | Product-owned tools not exposed to customer authoring. |
Do not add internal-only tools to customer agents.
Review Checklist
- Does the agent need this tool?
- Could the same answer come from reviewed knowledge?
- Is the tool safe for the channel audience?
- Does the tool need human approval before action?
- Is the tool available in the target environment?
Related concept: Review and Escalation.