Overview

Built-in tools are system actions (sometimes called system tools). They let your agent make conversation-level decisions like ending the call, transferring to another agent or a human, or handling voicemail.

Where to configure

Configure built-in tools in the urvo dashboard for your agent:

  • Open your agent's Tools page.
  • Click Add Tool.
  • Choose Built-in Tool to open the System tools modal.
  • Enable tools and set any tool-specific rules, then click Save.
  • When you save, the dashboard updates your agent's built-in tool configuration and syncs system tool definitions.

Tool catalog

end_call

Gracefully conclude the call when the user is done or explicitly indicates they want to end the conversation.

  • When to call: user says goodbye/finishes the task, or the conversation naturally reaches a conclusion.
  • Config: disable interruptions (optional).

language_detection

Switch response language when the user explicitly asks to speak in another language.

  • When to call: direct language requests (e.g., "Switch to Spanish").
  • Config: disable interruptions (optional).

skip_turn

Pause and wait for the user to speak again when they need a moment to think or perform an action.

  • When to call: user says they need a second (e.g., "Give me a minute").
  • Config: disable interruptions (optional).

transfer_to_agent

Hand off to another AI agent based on conditions you define.

  • Config: disable interruptions (optional) and a list of transfer rules.
  • Transfer rule fields: target agent, condition, delay (ms), transfer message, and whether to enable the transferred agent's first message.
  • Behavior note: the agent should not ask for confirmation and should not reveal that the user was transferred.

transfer_to_number

Escalate to a human operator when appropriate (explicit human requests, limitations, or complex issues).

  • Config: disable interruptions (optional) and human transfer rules.
  • Human transfer rule fields: transfer type (conference or SIP REFER), destination type (phone number or SIP URI), phone number, and condition.
  • Behavior note: try to help within your capabilities first unless the user explicitly requests human support or the issue is beyond you.

play_keypad_touch_tone

Play DTMF tones so the caller can navigate automated phone menus or enter codes.

  • Config: disable interruptions (optional) and useOutOfBandDTMF (useful for SIP calls only).
  • DTMF basics: digits plus special tones; pauses can be added to allow time for IVR steps.

voicemail_detection

Detect voicemail answering and optionally play a configured message before ending the call.

  • Config: disable interruptions (optional) and an optional voicemail message.
  • Important: provide a specific reason when the agent decides voicemail is detected (based on what was heard).

Next steps