Agent Tools: Connect Assistants to Live Information

Agent Tools let an AI assistant retrieve current information or complete an approved action during a conversation. Common examples include checking an order, looking up stock, finding an appointment, or creating a support request.

Before You Create a Tool

Define one clear customer outcome and decide what information the assistant needs. Use an account with the least access required, and begin with a read-only action whenever possible.

If you do not manage the system being connected, ask its owner or developer for the endpoint, authentication method, required inputs, and a safe test environment.

Open Agent Tools

Open AI Assistants.
Select the assistant.
Open External Tools.
Create or choose the connection you want to configure.

API Tools

Use an API tool to connect a supported web service. Configure:

A short, unique tool name.
A description explaining exactly when the assistant should use it.
The web address and request method supplied by the connected service.
Any required authentication, headers, and request fields.
Response instructions that tell the assistant how to explain the result to a customer.

Use placeholders for values collected during the conversation, such as an order reference or email address. Do not place passwords or access keys in descriptions, instructions, or customer-visible fields.

Table Tools

Use a table tool when the assistant should look up structured information stored in an Nviti data table. Select the table, define the lookup you need, and identify the values the assistant should collect from the customer.

Keep every lookup focused and read-only. For example, create one tool for order status and another for product availability instead of one broad tool that exposes unrelated records.

MCP Connections

If MCP Servers is available for your assistant, you can connect a compatible server and select the tools it provides. Only connect servers you trust, review the discovered actions, and enable the smallest useful set. Availability may depend on your workspace configuration.

Test Before Enabling

Use the built-in test with valid sample information.
Try missing, incorrect, and unauthorized information.
Confirm the result contains only the records the customer should see.
Check that error messages are helpful and do not reveal private system details.
Test a real assistant conversation from the customer’s channel.
Enable the tool only after the complete experience works.

Write Better Tool Instructions

A good description states the purpose, required information, and expected result. For example:

Check the delivery status of an order using the customer’s order reference. Return the current status and estimated delivery date. Ask for the reference if it is missing.

Response instructions should translate the result into plain language and explain the next step. They should never tell the assistant to reveal raw private data.

Safety Checklist

Use the minimum permissions needed.
Keep credentials in the protected authentication fields.
Do not expose write or delete actions unless they are essential and carefully tested.
Require enough customer information to prevent one person from viewing another person’s record.
Limit repeated calls and monitor unexpected use.
Disable the tool immediately if the connected service or credential is compromised.

Troubleshooting

If a tool fails, test the connection from the tool screen, confirm the credential is current, and verify that the required customer value was supplied. Contact the owner of the connected service for access or data-format issues. If the tool test succeeds but the conversation still fails, contact Nviti support with the assistant, tool name, channel, and approximate time—never the private credential.

Keywords

agent tools, external tools, API integration, table lookup, MCP connection, live information, assistant actions, tool safety