Tools are the things your AI agent can do (not just answer). Look up orders, tag conversations, hand off to a teammate, fetch tracking, collect an email.
There are two layers of on/off:
- Workspace tools (Settings → Tools) — whether the tool is available at all in your workspace.
- Agent tools (AI agent → edit → Tools) — whether a specific agent is allowed to use it.
A tool needs to be on at both layers to work.
Categories
| Category | Tools |
|---|
| Conversation | Hand off to human, add tag, set priority |
| Contact | Collect email, set contact field |
| Shopify (if connected) | Order lookup, product search, tracking fetch |
| Generic / custom | Anything your workspace has added via integrations |
Enable narrow sets of tools per agent. A pre-sales agent probably doesn’t need “handoff to senior support”; a returns agent doesn’t need “product search”.
- The agent decides to call a tool based on the conversation.
- Keloa executes the tool (e.g. hits Shopify’s API).
- The result is fed back to the agent as context.
- The agent composes a reply grounded in the tool’s result.
You can see every tool call in the conversation’s Sources panel.
Cost
Each tool call costs ~1 credit (same as a reply). See Usage & credits.
Limits
Some plans cap how many tools an agent can use at once:
| Plan | Tools per agent |
|---|
| Starter | 2 |
| Growth | 5 |
| Business | Unlimited |
| Scale | Unlimited |
