Capabilities are the functions an Aptly AI Agent can use to find information, create or update records, and handle calls. Use this reference to choose the functions your agent needs, then follow the linked guides for detailed setup.
Open AI Agents → Agents, select the agent, and go to Configuration → Capabilities. Available choices vary by agent role; use the options shown in your agent’s configuration.
How capabilities fit into your agent
- Role and instructions describe the agent’s job and how to handle a conversation.
- Knowledge supplies reference information. Adding a phone number or a procedure to Knowledge does not configure a transfer or a card action.
- Data Collection defines the details the agent should gather and map to card fields.
- Triggers connect the agent to incoming calls, texts, or email.
- Capabilities provide the functions the agent can use for that work.
Some capabilities are channel-specific, such as Transfer Call for voice and Knowledge - Search (SMS & Email) for text and email. Test each capability on the channel you intend to use. See Expanded AI Agent Channels for channel setup.
Capability reference
Capability | Function and example | What to configure or review |
Listings - Search | Find rental listings for a prospect’s inquiry, such as available homes that fit their needs. | Keep published rental listings current. For voice, review Knowledge → Relevant Locations to limit the properties or units the agent discusses. |
Property - Lookup | Retrieve information about a specific property. | Review the property’s listing information. For voice, review Knowledge → Relevant Locations and the discussion fields the agent may use. |
Card - Create/Update | Record information collected during a conversation on a new or matching card. For example, capture a renter lead or maintenance request. | Select the destination Board and starting Stage. Review board deduplication and Data Collection field mapping. Optional settings sync conversation tags, the contact’s lease record, or the contact’s unit to the card. |
Card - Lookup | Read information from cards related to the matched contact, such as a work order or application status. It can also add comments when that action is enabled. | Choose the board, optional saved filter, fields the agent may disclose, conversation model, and optional comment action. Add separate rules for different boards. |
Showing - Create/Update | Handle showing requests for the leasing workflow. | Select the destination Board and Stage shown in the capability. Review where the resulting request appears and who must follow up. Verify the actual request and its status before telling a prospect that a tour is confirmed. |
Transfer Call | Transfer a voice caller to the appropriate person or team, such as routing a leasing inquiry to your leasing staff. | Create a rule and choose a destination: User / Team, Custom Number, Browser, Ring multiple, AI Agent, or Phone Group. Review conditions and time windows. Window or Otherwise behavior offers Transfer, Take message, or Hide. For a custom number, choose Cold (direct handoff) or Warm (announce the caller before connecting) and review the optional transfer message and voicemail notification settings. |
End Call | Allow the agent to end a voice call. This can help with conversations that repeat goodbyes or become stuck in a loop. | Make the intended ending clear in the agent’s instructions and test it. Do not use this as a substitute for a needed transfer or human follow-up. |
Knowledge - Search (SMS & Email) | Use linked Knowledge articles or folders to answer questions during text and email conversations. | Use Add Article or Add Folder to select reference content. These links are not used by the agent’s voice calls; configure the agent-page Knowledge section for voice. |
SMS - Send Message | Send text messages during a voice call, such as information the caller needs to keep after the conversation. | Set MAX SMS PER CALL. The default is 3 messages during a single call. This limit controls message count; confirm the sending setup and test the actual message result separately. |
Apply Topics | Let the agent apply existing topics from your organization’s list. It cannot create new topics or apply private topics. | Choose Any topic from organization list or Only topics I choose. For a restricted list, use ALLOWED TOPICS → Add Topic to select the approved topics. |
For leasing and showing setup, see How to Add a Leasing AI Agent . For voice reference information, see How to Set Up AI Agent Knowledge.
Important settings and boundaries
Creating a card and looking up a card are different functions. Card creation uses collected details and board deduplication rules. Card Lookup controls what the agent can read and disclose from a matched contact’s related records. Neither Knowledge text nor a board filter replaces that relationship requirement. Contact matching is not a separate identity-verification guarantee. Review sensitive fields before enabling All Fields.
A transfer destination is not the failover number. Transfer Call handles a call after the agent answers. Fail Over Number is a separate Inbound Call setting for issues with AI providers. It does not define what happens when a transfer goes unanswered; test that voicemail route separately.
Automatic email replies are controlled in channel settings. For email, Auto-Send Replies determines whether replies are sent automatically or left as drafts for review. It is not a separate card or lookup capability.
Before using a capability with customers
- Confirm that AI Agents and the required channel are enabled for your account, and that you can edit the agent. If an option is unavailable, check with your Account Manager. For user access, see AI Agent Permissions.
- Select only the functions and resources the agent needs. Check destination boards, stages, disclosure fields, reference content, and receiving phone numbers.
- Save the configuration, then test the expected request, a request outside its scope, and a request that needs a person.
- Check the actual result: the card and populated fields, the disclosed record, the showing request, the receiving call, the text message, or the applied topics. Review conversation activity rather than relying only on what the agent said.