# Creating tools using Klass data

> Tools enable AI Agents to give more specific relevant and helpful responses to customer inquiries.

Source: https://kustomer.kustomer.help/en_us/creating-tools-using-klass-data-SyzSPAdF1l

Last updated: 2026-04-21T18:09:41.055Z

Tools enable AI Agents to provide more specific, relevant, and helpful responses to customer inquiries, as well as take appropriate action to resolve customer issues. Without tools, AI Agents would be limited to responding to customers using generic or basic information, say from the knowledge base. AI Agents can handle more complex requests by accessing your organization's data (such as purchase history), saving your agents time and providing a better customer experience.

AI Agents can access various fields in your standard and custom objects and perform various actions on different fields, such as retrieving, updating, or creating information. However, not all actions are supported for every field. For instance, while the AI Agent can retrieve (Get) a customer’s email address, it may not be able to update this field directly. 

This article contains a detailed breakdown of available custom tools and the fields that support each type of action.

**Who can access this feature?**

**User types**

Admins can access the Tools page.

  

### In this article

*   [Conversation object](#conversation)
    
*   [Customer object](#customer)
    
*   [Custom objects (KObjects)](#kobject)
    
*   [Custom attributes](#attributes)
    
*   [Tasks](#tasks)
    
*   [Use cases for each tool type](#use-case)
    

To access tools:

1\. From the left side navigation, click **Kustomer AI**. The **AI Automations** screen opens. 

2\. Click **Tools**. The **Tools** page opens. 

3\. Click **Add a tool**.

4\. Select **Klass Data** to access the Klass data objects described in this document.

### Conversation object

AI Agents can access Conversation and Customer data to personalize their responses or offer more context. 

**Field**

**Get**   

**Update**

Search

Any Text

  

  

X

Assigned Teams

X

X

X

Assigned Users

X

X

X

Brand

X

X

  

Conversation Channel

  

  

X

 Created At

  

  

X

Conversation Direction

  

  

X

Conversation Last Message Direction

  

  

X

Conversation Message Count

  

  

X

Conversation Note Count

  

  

X

Conversation Outbound Message Count

  

  

X

Ended At

X

  

  

Ended By Type

X

  

  

Ended Reason

X

  

  

Issue Type

X

X

  

Last Activity At

X

  

  

Locked

X

  

  

Name

X

X

  

Order number

X

X

  

Pinned

X

  

  

Priority

X

X

  

Priority level

X

X

  

Product category

X

X

  

Queue

X

X

  

Resolution type

X

X

  

Satisfaction

X

  

  

Satisfaction Level

X

  

  

Sentiment

X

  

  

Snooze

X

  

  

Spam

  

  

X

Status

X

X

  

Tags

X

X

  

 Updated At

  

  

X

### Customer object

For example, it might use a customer's name for a more personalized response.

**Field**

**Get**   

**Update**

Average Sat Score

X

X

Balance

X

X

BirthdayAt

X

X

Customer Id

X

X

Default Lang

X

  

Display Name

X

X

Emails

X

  

External Ids

X

  

Facebook Ids

X

  

First Name

X

X

Gender

X

X

Instagram Ids

X

  

Kustomer Id

X

X

Last Name

X

X

Last Order

X

X

Last SAT Score

X

X

Lifetime Value

X

X

Locations

X

  

Loyalty

X

X

Name

X

X

Net Score

X

X

Orders

X

X

Phones

X

  

Points

X

X

Segment

X

X

Shared Emails

X

  

Shared Phones

X

  

Shared Socials

X

  

Socials

X

  

State

X

X

Urls

X

  

Username

X

  

WhatsApps

X

  

  

### Custom objects (KObjects)

Every business has unique data needs, and custom objects let you track data that doesn’t neatly fit into standard categories. AI Agents can use custom objects, or KObjects, in the same way they use standard objects, providing highly tailored responses based on your organization’s specific setup. For example, it can find a customer's latest purchase information from an Order object. 

The available standard attributes will vary based on your specific KObjects. 

**Field**

**Get All**

**Update**

**Create**

**Search**

Any Text

  

  

  

X

Assigned User

  

X

  

  

CreatedAt

X

  

  

X

Description

X

X

X

  

External Id

X

  

  

  

Status

  

X

  

  

Tags

  

  

  

  

Title

X

X

X

  

UpdatedAt

X

  

  

X

  

### Custom attributes

Custom attributes are additional fields you’ve added to your data model, and the AI Agent can reference them to provide more detailed or accurate responses. For instance, if you’ve added a custom attribute for a customer’s loyalty status, the AI Agent can include that in its replies. The AI Agent can also pick and select from a multi-level list of attributes using its reasoning.

AI Agents can perform the following functions on custom attributes:

*   Get/Get All
    
*   Update
    
*   Create
    
*   Search
    

### Tasks

Tasks allow your teams to collaborate cross-functionally when resolving a customer's inquiries.

**Field**

**Get All**

**Update**

**Create**

**Search**

Any text

  

  

  

X

Assigned User

  

X

  

  

CreatedAt

X

  

  

X

Description

X

X

X

  

Status

  

X

  

  

Title

X

X

X

  

UpdatedAt

  

  

  

X

### Use cases for each tool type

Your AI Agent can use different tools depending on the task. Here are examples of how each tool works in the context of a travel site that manages bookings.

**Use case #1:** _**"Hi, I have a question about my upcoming trip. The confirmation number is #1A2B3C."**_

The AI Agent uses the **Get** tool to retrieve a specific booking by confirmation number. Using this tool is helpful when the customer already knows their booking number.

**Use case #2:** _**"I can't find my booking email, can you give me all of the details for my trip again?"**_

The AI Agent uses the **Get All** tool to retrieve information for every booking that is associated with the customer, such as hotel and flight information. 

> **Note:** **Get All** will retrieve up to 25 items at a time. In this scenario, the tool would return up to 25 bookings. 

**Use case #3:** _**"I want to add a note for my Paris hotel reservation asking for an early check-in."**_

The AI Agent uses the **Search** tool to find matching bookings using filters such as the most recent booking or location. The Search tool is helpful when you want to make sure you can target specific results, like a booking that occurred before a particular date. Using this tool also helps prevent hallucinations by narrowing the information the tool can access.

**Use case #4:** _**I want to book a hotel in Aruba in October.**_

The AI Agent uses the **Create** tool to make a new booking. This tool is helpful when you need to create a new record for a customer, such as a car rental booking.

**Use case #5:** _**"I need to change my check-in date for my trip."**_

The AI Agent uses **Update** to modify an existing booking. This is helpful when you need to change an existing record, such as updating contact information for the guest, or changing a date.