Capitão's Tools are actions that Papo's (https://papo.global/) artificial intelligence assistant can perform to automate tasks and interact with other systems. They allow the AI to go beyond just answering questions, enabling it to carry out practical actions such as scheduling meetings, checking the status of an order in an external system, or creating a new deal in your CRM, all directly from the customer conversation.
With Tools, you transform your Capitão assistant from a passive informant into a proactive agent. It can understand the customer's intent and use a specific tool to resolve the request on the spot, without the need for human intervention. This opens up a range of possibilities for complex and efficient automations.
| Tool Type | Description | Example Usage | Technical Knowledge |
|---|---|---|---|
| Native | Pre-configured and ready-to-use integrations, available on the Papo platform. | Schedule a demo in a salesperson's Google Calendar. | Low (just activate and connect the account). |
| Custom (HTTP) | Custom actions that connect to external systems (ERPs, CRMs) or Papo's own API. | Check the status of an order in the company's e-commerce system. | Advanced (requires knowledge of APIs and HTTP requests). |
How Do Capitão's Tools Work?
The process of how a Tool works is an intelligent cycle that connects the customer's conversation to a concrete action:
- Intent Interpretation: The customer sends a message like "I'd like to know where my order 12345 is" or "I want to schedule a meeting with a consultant."
- Tool Selection: Capitão analyzes the message and, based on the instructions and descriptions of the tools you've configured, identifies which one is most suitable to resolve the request.
- Action Execution: The AI triggers the selected tool. If it's a tool to check an order, it will send the number "12345" to your external system. If it's for scheduling, it will check for available times in the calendar.
- Response Return: The external system or native tool returns a result (e.g., "Order in transit" or "Available times: 2 PM and 3 PM").
- Communication to the Customer: Capitão uses this information to formulate a natural and complete response for the customer, autonomously finalizing the request.
This flow transforms customer service, allowing the AI to solve problems end-to-end, rather than just providing basic information.
Types of Tools: Native vs. Custom
You can equip your Capitão assistant with two types of tools, each with a different purpose.
Native Tools
These are ready-to-use integrations, developed and maintained by Papo. The goal is to simplify connection with popular services without you having to worry about technical details.
The main example is the Google Calendar integration. By activating it, you allow Capitão to:
- Check real-time availability in the calendar of one or more team members.
- Offer available times to the customer during the conversation.
- Automatically create the event in the calendar as soon as the customer confirms the desired time.
Configuration usually only involves authorizing Papo to access your account in the external service and activating the tool for your assistant.
Custom (HTTP) Tools
Custom tools offer total flexibility, allowing Capitão to communicate with virtually any system that has an API (Application Programming Interface). This includes your ERP, CRM, e-commerce platform, or even other modules of Papo itself.
To configure a custom tool, you need to provide the details of the HTTP request that the AI should make:
- Endpoint URL: The address of the API to be called (e.g.,
https://api.mysystem.com/v1/orders). - HTTP Method: The action to be performed (GET to retrieve data, POST to create, PUT to update, etc.).
- Headers: Additional information, such as authentication keys (
Authorization: Bearer sk_your_secret_key) to ensure the request is secure and authorized. - Body (Request Body): The data to be sent, usually in JSON format. You can use conversation variables to make the action dynamic (e.g.,
{"order_id": "{variable_order_number}"}).
With this, you can create automations such as "check loyalty points balance", "create a lead in Papo's CRM", or "open a support ticket in your internal system".
Step-by-Step: How to Configure a Tool in Capitão
Although the exact menu names may vary, the conceptual process for enabling a tool for your assistant follows a clear logic:
- Access Assistant Settings: In the Papo dashboard, navigate to the configuration area of the Capitão you wish to enhance.
- Locate the Tools Section: Within the assistant's configuration options, find the area dedicated to "Tools."
- Add a New Tool: Choose between adding a "Native" or "Custom (HTTP)" tool.
- For Native Tools: Select the desired service (such as Google Calendar) from the list of available integrations. Follow the on-screen instructions to connect and authorize your account.
- For Custom Tools:
- Give a Name and Description: Create a clear name (e.g., "Check Order Status") and a detailed description for the AI. The description is crucial, as it teaches Capitão when and how to use the tool (e.g., "Use this tool to check a customer's order status when they provide the order number").
- Configure the HTTP Request: Fill in the fields for the endpoint URL, HTTP method, headers (for authentication), and the request body, if necessary.
- Activate and Test: After configuration, activate the tool so Capitão can start using it. Perform tests by sending messages that should trigger the new tool to ensure everything is working as expected.
Frequently Asked Questions (FAQ)
What is the difference between Tools and Scenarios?
Tools are designed to perform actions in external systems or other parts of Papo's API, such as querying a database or scheduling an event. Scenarios, on the other hand, are instructions for Capitão to perform an internal action within the platform, such as transferring the conversation to a human agent (handoff) in specific situations.
Do I need to know how to code to use the Tools?
For Native Tools, such as the Google Calendar integration, no programming knowledge is required. Configuration is done through a simple interface. For Custom (HTTP) Tools, technical knowledge of how APIs work, including HTTP methods, authentication, and JSON format, is necessary.
How does the AI know which Tool to use?
The AI decides which tool to use based on the description you provide when configuring it. A clear and detailed description, explaining the tool's purpose and what information it needs, is crucial. Capitão analyzes the customer's intent and compares it with the descriptions of all available tools to choose the most appropriate one.
Can I use the Tools to interact with Papo's own API?
Yes. You can configure a Custom (HTTP) Tool to make calls to Papo's API. This allows you to create advanced automations, such as using AI to create a new contact in the CRM, send a message through another channel, or update a customer attribute, all from an instruction in the conversation.
Is it safe to use Custom Tools with my API keys?
Yes. Authentication information, such as API keys (tokens), is securely stored on the Papo platform and used in server-to-server communications, which are more secure. It is good security practice to create API keys with limited permissions specifically for this integration, rather than using keys with full access.
Read also
- What are Scenarios and how to use them to train Capitão's AI
- How to generate and use API keys to integrate with other systems
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