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A tool is an action the agent can run during the chat. They’re an account-wide library: created once under Chat → SMS → Tools (the Chat Tools page, Add Chat Tool), then attached to whichever agents need them.
Chat Tools page listing check_order_status, end_chat, transfer_to_human, notify_ops_team and forward_order_details with their type badges and descriptions

The account's SMS tool library

The Tools button in the agent’s top bar opens the library: search, filter by All Types, API, End Chat or Send SMS, tick the ones this agent should have, and press Done. The counter at the bottom tracks the selection.
Tools window listing two Send SMS tools, a Handoff tool, an End Chat tool and a GET API tool with their type badges, all five ticked, and 5 tool(s) selected at the bottom

Tick what this agent needs

The window lists every SMS tool on the account, with no engine filter.
Saving the agent sends the full list of attached tools. If you open the window and untick one by accident, it’s detached on save.

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Types available on Lumina

There are no WhatsApp templates or catalog here. Transfer, end call and agent swap are voice-only; the chat equivalent of a transfer is Handoff.

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The builder

Three columns, like the agent editor:
  • Configure rail on the left — the Tool type cards, an Alias (shown in analytics and reports instead of the raw tool name), and a section specific to the type.
  • The centre pane for the tool’s content.
  • Summary on the right — a checklist of what’s missing, a recap (including Channel: SMS), and a tip.
For an API tool the description is the trigger. End Chat and Handoff have their own Trigger prompt field.
The AI decides when to use a tool by reading its trigger. Don’t describe what the tool does; describe when it should be used, and when it shouldn’t.
Tool builder with Handoff Tool selected in the Configure rail, a Trigger prompt in the centre, an assignment pool of two users in round robin, and the Summary panel on the right

A Handoff tool: trigger prompt, assignment pool and summary

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End Chat

The Trigger prompt says when the conversation should end. What the customer reads, in order of preference:
  1. The model’s own goodbye.
  2. The agent’s Auto Close Message, if set.
  3. A generated goodbye.
  4. The fallback: “Thanks for getting in touch! If you need anything else, just text us back.”
The session becomes Resolved.
Keep the trigger narrow — ending too eagerly cuts customers off mid-thought. “Customer confirms resolved” beats “conversation seems done”.

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Handoff

The Trigger prompt says when to hand over. The customer sees the model’s handover sentence, or a generated one. What happens behind the scenes:
  • The assignee is picked round-robin from the tool’s assignment pool. Inactive users are skipped; an empty pool leaves the conversation unassigned.
  • A system note is written on the thread.
  • The session becomes Human handling and is flagged Transfer in Conversations.
  • An internal AI summary is written for the team. It’s never sent to the customer.

The Conversations inbox

Where the handed-over thread lands, and how to reply.

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API

{{token}}s in the URL, params, headers or body become inputs the AI fills. The HTTP timeout goes from 1,000 to 600,000 ms. The variables strip under the pane shows inputs in blue and values extracted from the response in green.
API tools run for real in the test panel. Use test data.

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Integration and Calendar

There’s one integration provider, AgendaPro, and the Dialtu team makes the connection — there’s no self-serve screen. Ask your Dialtu contact before going live.
  • Integration results are summarised for the customer in one short sentence, never a list.
  • Calendar labels follow the agent’s Language setting.

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Fields Lumina ignores

The builder’s Message during execution, Message before ending and Message during handoff fields are ignored by Lumina. What the customer reads comes from the model — or, for End Chat, from the Auto Close Message.

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Limits

  • At most 3 tool calls per turn.
  • With Use memory and Deep recall on, the agent also gets a built-in previous-conversations search on top of the tools you attach.

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What doesn’t exist

  • WhatsApp templates or a catalog.
  • An engine filter or warning in the Tools window.
  • Changing a tool’s type — the builder says so under the type card: “The tool type cannot be changed after creation.” Create a new tool instead.

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Next step

The Send SMS tool

The one tool that’s SMS-only.