Tools
Allow FAQ search, ticket creation, and web pages for agents and chatbots.
Tools
Tools are the actions an agent or chatbot is allowed to take. You turn them on per chatbot and, where the agent kind supports it, per ticket agent. They are not a separate menu.
| Tool | What it does |
|---|---|
| Search FAQs | Looks up FAQ articles while answering. You choose public, customer, and/or internal. |
| Create ticket | Opens a support ticket when the person needs a human |
| Search web pages | Uses the pages you list, one full address per line |
The public chatbot cannot create tickets. Visitors are not logged in.
Reply-draft agents can use Search FAQs. Classification, summary, field extraction, and title rewrite do not browse the web or create tickets — they write one value back onto the ticket.