This article provides step-by-step instructions on how to connect a business tool and assign it to your AI voice or messaging agent.
Before you start
Before adding a tool, make sure that:
You have an active account with the business tool you want to connect. Connecting your AI agent to a tool doesn't grant access to that tool on its own. You must already have your own account with it.
You have admin access in the external tool or access to required credentials (for example, an API key).
You have admin or owner access in your DialLink account.
You have already created an AI voice or messaging agent. See Creating an AiVA AI agent.
Step 1: Connect a tool to your DialLink account
Before assigning a tool to an AI agent, you need to connect it to your account.
To access the business tool library:
Go to Settings
Desktop:
Mobile:
2. Navigate to AI settings
3. Open Tools
Desktop:
Mobile:
The setup process may vary depending on the integration. Follow the instructions for your selected tool:
HubSpot: Connecting HubSpot tool in DialLink
Cal.com: Connecting Cal.com tool in DialLink
Intercom: Connecting Intercom tool in DialLink
Step 2: Assign a tool to an AI agent
Once a tool is connected, assign it to your AI voice or messaging agent.
You can do this in two ways:
Option 1: From the AI agent settings
Go to Settings > AI agents.
Desktop:
Mobile:
2. Select the agent you want to edit.
Desktop:
Mobile:
3. Scroll down to the Actions section.
Desktop:
Mobile:
4. Click + Add action.
5. Select a tool from the drop-down list.
6. Select the action you want your AI agent to perform.
Option 2: From tool settings
Go to Settings > Tools.
Desktop:
Mobile:
2. Select the tool you want to assign.
Desktop:
Mobile:
3. In the AI agents section, click + Add agent.
Desktop:
Mobile:
4. Select the AI agent from the drop-down list.
Desktop:
Mobile:
Step 3: Add instructions for AI agent on how to use a tool
After connecting a tool to your AI agent, you need to define how the AI agent should use it.
Even though the agent has access to the tool, it will not know when or how to use it without clear instructions. You should guide the agent by adding the following instructions. To do that:
Go to Settings > AI agents.
Select the agent you want to edit.
Scroll down to the Actions section.
Select the action you want to add instructions to.
Click the three dots next to the action and select Edit.
In the When to Use field, enter your instructions.
It's also highly recommended to create an intake flow that gives the AI agent more detailed instructions on what questions to ask based on prior answers, guiding the conversation in the right direction and collecting the right information.
For example, you can create an intake flow to gather all necessary details before scheduling an appointment. To learn more, see Setting Up Intake Flows.
Another important field is the role description, which defines what your AI agent is responsible for. For best results, keep the description clear and specific. Learn more in the Writing Effective Role Descriptions for AiVA article.