Agent Tools
Let your AI agents take action
Embrace Agent Tools connect your AI agents to the systems your Support org already runs on — so they can pull the right context, streamline ticket work, and (when permitted) take workflow steps directly in tools like Zendesk, Jira, Salesforce, and knowledge bases.
Support leaders need more than “AI that chats”
They need AI that can work — inside the workflow you already invested in.
Swivel-chair work kills speed.
Agents bounce between tickets, KB, Slack threads, and SMEs to find the full story.
Even great answers still require follow-through.
Summaries, notes, escalation steps — the same actions, every single ticket.
Operational power needs guardrails.
AI that acts needs boundaries. Admins need exact control over what it can touch — and what it can’t.
Your tools. Your workflow. Your AI doing the work.
Embrace Agent Tools plug directly into Zendesk, Jira, Salesforce, and your knowledge bases — so your agents can pull context, take action, and stay in the flow of work.
Put ticket context on rails
Agent Tools let Embrace pull the right ticket and issue history so your team can move faster—with more consistency. When Zendesk, Jira, and Salesforce tools are enabled, agents can summarize, find related history, and draft responses using your existing content.
What this looks like day-to-day
Wherever your team works — Zendesk, Salesforce, Freshdesk, Jira — Quick Actions like Summarize Ticket push structured output back into the case as an internal note with one click.
Help your team find the right knowledge
Agent Tools don’t just answer questions — they help your team find and use the right knowledge, every time. Connect to your knowledge — Zendesk KB, Confluence, Guru, and more — and your agents can retrieve the exact article, policy, or procedure they need without leaving the conversation.
And over time, the same connections that power answers can power better knowledge too — surfacing gaps, flagging outdated content, and helping your KB stay current.
Scale AI access without scaling risk
Embrace is built for the journey from “helpful AI” to “AI that does work” — with admins in control of every step. Add tools at the org level, assign permissions, and control which agents have access to what.
Built for real-world orgs too — broader teams get chat-only access, while only editors can manage agent configuration and connections.
Embed Embrace where work happens
Agent Tools matter most when they show up in the flow of work — not in yet another tab. Embed Embrace directly into Zendesk, Jira, Salesforce, Freshdesk, and a customer-facing web widget, and your team gets full AI capability without changing how they work.
How it works
Customer Outcomes
Embrace agents deliver tangible results
“Connecting people with our documentation in a way that meets them where they’re at has been our goal, and Embrace has really helped there!”
Built for security.
SOC 2 Type II certified
Independently audited for enterprise-grade protection.
Your data stays yours
Business content is never used for AI training.
Role-based permissions
Advanced access controls and data governance for secure content management across teams.
FAQs
Can we control which agents can use which tools—and who can configure them?
Yes. Admins can enable/disable tools centrally and assign default connections, while each agent has a configurable allow-list of tools.
You can also limit broader audiences to chat-only access while restricting configuration to trusted editors/owners.
Do Agent Tools depend on the agent’s knowledge constraint (Strict / Balanced / Flexible)?
Tool access is configured separately from knowledge constraints. A Balanced agent can use tools if an admin enables tools for that agent and org.
What can agents actually do in ticketing systems?
With the right tools enabled, agents can search/work with Zendesk tickets and articles, and search/work with Jira issues—supporting workflows like summaries, related-history retrieval, and draft replies.
Do we need developers to set this up?
Most teams don’t. Embrace is designed for business users (not engineers) and can go live without developer involvement.
For embedded apps and widgets, admins typically just create an API key and paste a few values into the target system’s configuration.
Can we start “read-only” and expand later?
Yes — and it’s recommended. Best practice is to start with a small number of tools per agent, then add more as you gain confidence in behavior and governance.
How quickly can we see value?
Embrace is built for quick implementations and value realized in weeks (not quarters).
Put your AI agents to work — starting now
In 30 minutes, we’ll show you how to connect your stack, configure your agents, and see results fast.
