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

# Tools

> Let your agent do things, not just answer — look up orders, hand off, fetch tracking.

Out of the box, your agent answers questions. **Tools** let it take actions — looking up a Shopify order, escalating to a teammate, or pulling a tracking number.

## Managing tools

Open **AI agents → edit agent → Tools**, or go to **Integrations → Tools** for workspace-wide toggles.

Each tool has:

* a **key** (e.g. `shopify.orders.lookup`)
* a short description of what it does
* an **enabled/disabled** switch
* optional config (e.g. which store to query)

## Built-in tools

| Tool                 | What it does                                                 | Requires |
| -------------------- | ------------------------------------------------------------ | -------- |
| **Handoff to human** | Assign the conversation to a teammate when the AI can't help | —        |
| **Tag conversation** | Apply a tag the agent picks (e.g. `returns`)                 | —        |
| **Collect email**    | Ask the visitor for an email if not known                    | —        |

## Integration-gated tools

These appear only when the relevant integration is connected:

| Tool                         | Integration                  |
| ---------------------------- | ---------------------------- |
| **Shopify: look up order**   | [Shopify](/channels/shopify) |
| **Shopify: search products** | [Shopify](/channels/shopify) |
| **Shopify: tracking lookup** | [Shopify](/channels/shopify) |

Connect the integration first, then the tools become switchable on your agent.

## When tools fire

The agent decides per-message whether to use a tool. The decision is based on the system prompt and the conversation — e.g. *"customer said 'where is my order #1234'"* → call `shopify.orders.lookup`.

You can force tool usage with the system prompt: *"Whenever a customer mentions an order number, call `shopify.orders.lookup` before answering."*

## Seeing tool calls

In any conversation, open **Sources** on the context drawer — it shows which knowledge passages **and** which tools were used for each reply. Handy when an answer looks surprising.

## Tool limits

* Some plans cap how many tools can be active per agent. See [Plans](/billing/plans).
* Each tool call counts against your credit allowance just like a reply.
* If a tool fails (e.g. Shopify down), the agent falls back to answering from knowledge alone and mentions it couldn't fetch live data.