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Administrator Guide
Last Updated: 2026-10-30
Configure Self-Service Agent Tools

Configure Self-Service Agent Tools

Review which tools a Self-Service Agent skill contains. See: Self-Service Agent Tools.
You can configure specific tools within a Self-Service Agent skill without disabling the entire skill itself.
Considerations when configuring a tool:
  • You can’t assign tools to specific security groups; tools inherit the security groups you’ve configured for the skill.
  • Some tools must stay enabled for the agent to function. We indicate which tools can't be disabled by making the
    Enabled
     toggle unavailable.
  • Your subscription cost and skill-level billing remain the same for tools that are still enabled.
  • Changes can take up to 5 minutes to take effect for new conversations. A user already in conversation with the agent might not experience the change until they start a new conversation.
  1. Access the
    Agent Management Hub
     report.
  2. From the
    Agent Registry
     tab, click
    Self-Service Agent
    .
  3. On the
    Skills
    tab, click
    Configure
     in the
    Tools
     column for the skill that you want to configure the tools for.
  4. From the
    Enabled
     column, configure the tools you want to turn on/off.
  5. (Optional) In the
    Tool Disabled Message
     column, configure messages that the agent can use to formulate its response for Self-Service Agent users when they try to access a tool you’ve disabled.
    The agent doesn't return the exact message you configured, and instead uses it to generate its own response. Example: You disable the
    view_bonus_history
     tool and configure this message:
    To view your bonus history, please visit the Bonus Management Portal.
     You also provide a link. The agent generates a response based on your message.
  6. (Optional) In the
    Supplemental Message
     column, configure the message that the agent can use along with other responses for specific tools when a Self-Service Agent user accesses the tool.
    The agent doesn't return the exact message you configured, and instead uses it to generate its own response. Example: You enable the
    view_bonus_history tool
     and configure this message:
    For more information on future bonus payments, please visit the Bonus Calculator.
     You also provide a link. The agent generates a response based on your message.
  7. (Optional) In the
    Fallback Message
     column, configure the message that the agent uses to formulate responses to Self-Service Agent users when they encounter an issue with their self-service request and the tool fails.
    The agent doesn't return the exact message you configured, and instead uses it to generate its own response. Example: You enable the
    initiate_change job_ tool
     and configure this message:
    We’re currently unable to help you complete a job change using Self-Service Agent. Use the
    Start Job Change
     task instead.
     You also provide a link. The agent generates a response based on your message.
  8. Click
    OK
    .
The Self-Service Agent completes prompts using the tools you’ve configured.