> ## Documentation Index
> Fetch the complete documentation index at: https://docs.risponse.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Built-in tools

> Choose what your Risponse AI agent is allowed to do: send messages, write private notes, create tickets, and learn from your team.

Built-in tools let the AI agent do real work in Risponse, not just reply. You switch each tool on or off, so you decide what the agent may do.

## The tools

* **Learn from your team.** The agent picks up answers your team gives in chats and uses them for draft knowledge base entries. See [Self-training](https://docs.risponse.com/ai/agent/self-training.md).
* **Send messages.** When on, the agent replies to customers. When off, it works quietly in the background and sends nothing to them.
* **Create tickets.** The agent opens a ticket when your rules say a problem needs follow-up.
* **Create private notes.** The agent leaves a note only your team can see. It can add context and mention team members.

> [!TIP]
>
> Not ready to let the agent talk to customers? Turn off sending and keep notes and tickets on. It becomes a helper that prepares work for your team.

## Turn tools on

**1. Open tools**

Go to the AI section, then **Tools**, then the built-in tab.

**2. Switch on what you need**

Turn on only the tools you want the agent to use.

**3. Write rules for tickets and notes**

In the text box for each tool, say when it should be used and who to involve.

**4. Save your changes**

Test with a sample chat from another phone.

## Example rules

```text theme={null}
Create a ticket when a customer reports a damaged item
or asks for a refund. Assign it to the support team.

Leave a private note and mention Ravi when a customer
asks about a bulk order of more than 100 units.
```

Be specific about the situation and the person. "Escalate important things" is too vague for the agent to follow well.

> [!NOTE]
>
> Tickets and notes use the same ticket and note features your team already uses. See [Create a ticket](https://docs.risponse.com/tickets-and-tasks/create-ticket.md).

> [!WARNING]
>
> The agent follows rules as written but can still make mistakes. Check the tickets and notes it creates, especially in the first weeks.

## Related

* [AI agent overview](https://docs.risponse.com/ai/agent/overview.md)
* [Custom tools](https://docs.risponse.com/ai/agent/custom-tools.md)
* [Respond and escalate to humans](https://docs.risponse.com/ai/escalate-to-humans.md)


## Related topics

- [Custom tools](https://docs.risponse.com/ai/agent/custom-tools.md)
- [Respond and escalate to humans](https://docs.risponse.com/ai/escalate-to-humans.md)
- [Self-training](https://docs.risponse.com/ai/agent/self-training.md)
- [AI agent overview](https://docs.risponse.com/ai/agent/overview.md)
- [Activation](https://docs.risponse.com/ai/agent/activation.md)


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