# Available default tools for AI Automations

> By default, you can access two tools when setting up your AI Agents: EndConversation and RouteConversation.

Source: https://help.kustomer.com/en_us/available-default-tools-for-ai-agents-r1_tVKl61e

Last updated: 2026-06-01T21:44:37.622Z

Kustomer Concierge uses tools to assist with customer requests. By default, you can access two tools when setting up your automations: EndConversation and RouteConversation. This article explains when to use each tool and provides example prompts.

**Who can access this feature?**

**User types**

Admins can access the Tools page.

  

### In this article:

*   [General guidelines](#guidelines)
*   [Use the EndConversation tool](#endconversation)
*   [Use the RouteConversation tool](#routeconversation)

### General guidelines

Make sure to update the description of the tool to ensure the automation has the proper context on when to call it. If needed, you can modify this tool to include additional Conversation attributes. While you can edit or update these tools, they cannot be deleted.

### Use the EndConversation tool

Assigning the **EndConversation** tool to an automation gives the automation the ability and the instructions to mark a conversation as done. Below is an example prompt in an automation’s instructions to ensure it uses this tool:

When the customer specifies they no longer need any assistance, you MUST use the EndConversation tool to close out the conversation.

###   
RouteConversation tool

Assigning the **RouteConversation** tool to an automation gives the automation the ability and the instructions to escalate and route a conversation to a human agent. Below is an example prompt in an automation's instructions to ensure it uses this tool:

If a customer's intent is not related to any of your TEAMMATES expertise, you MUST use the RouteConversation tool to route the conversation to a representative

By default, the tool assigns a conversation to the _default queue_. You can update this to instead be the display name of one of your available queues. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b40fca420dfa8cac8bf45366f772dadb.png)

You can also update this tool to enable the AI Agent to unassign itself from the conversation, allowing queue or skill-based rules to route the conversation to the most appropriate human agent for handling the remainder of the conversation. To do so, change the Preset Fields to **Assigned Users - Unassigned**.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e6223f615a3d139012092d2efd73e42b.png)