Tools are the actions your agent can take during a conversation: transfers, lookups, bookings, CRM writes, anything you wire in. Connect a tool to make it available to this agent and the skills below it. Without tools an agent can talk; with tools it can do things.
You manage tools on the Tools tab of the Agent Hub.
The Tools tab is a catalogue you can filter by category and by status (All, Connected or Available):
The tab shows how many tools you have connected, how many are available, and the categories on offer. To remove a tool, Disconnect it — any skills that rely on it will stop working until you reconnect it.
The current tools are:
More tools are added over time; the catalogue shows everything available on your account.
A connected tool is available to the whole agent, but each skill can decide which tools it actually uses. On a skill's Tools sub-tab you can switch inherited tools on or off — so, for example, your inbound skill can offer call transfer while your outbound skill does not.