Skip to main content
You build tools with the Internal Agent. Based on your instructions, it codes, validates, and tests tools before you set them live. Tools can use any service with an API: public integrations like Stripe, or your own internal endpoints. Anyone can build tools for the Customer Agent without waiting on engineering.
Built-in actions always available to the Customer Agent, managed by Parahelp:
  • Reply To Ticket: Respond to the customer and update ticket status.
  • Transfer Ticket: Escalate the ticket to the right team, provide context in an internal note, and send an escalation reply to the customer.
  • Close Resolved Ticket: Close with a closing message and internal note.
  • Request Action Approval: Send any action to Slack for approval before it runs.
Actions built by the Internal Agent, like refunds or account lookups:
  • Read User Data: Read customer attributes from your ticketing system.
  • Process Refund: Full or prorated, with your policy checks enforced in code.
  • Merge Duplicate Ticket: Merge duplicates from the same user.
Other common ones: search Linear for known bugs, check your status page for incidents, look up data in Retool. See Connections for what the Internal Agent can build against.
See your live tools and their version history - who published what and when, with a diff for every change - on the Configurations page in the app.

​
Request format

Any custom tool can be built in the request format: every call is sent to Slack for human approval before it executes, and nothing runs until a teammate approves it. The approval is enforced by the tool itself, so the Customer Agent can’t skip it. Use it for sensitive actions like refunds and account changes, and to build confidence in a new tool before it runs on its own. Ask the Internal Agent for it when you build or update a tool: “Build the refund tool in the request format.” See Guardrails for the other checks you can put in front of a tool.