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

# Tools

> Tools are the actions your Customer Agent can take on a ticket.

Tools are the actions your Customer Agent can take on a ticket.

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.

<AccordionGroup>
  <Accordion title="Base tools" icon="circle-check">
    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.
  </Accordion>

  <Accordion title="Custom tools" icon="hammer">
    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](/platform/connections) for what the Internal Agent can build against.
  </Accordion>
</AccordionGroup>

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](https://app.parahelp.com/configurations).