Tools by role
Access is enforced at the gateway, so a tool a role cannot use is not even listed for it.
🟢 Live tools
Customer (standard): 14 tools. Customer (premium): 14 tools. Staff advisor: 16 tools.
| Tool | Customer (standard) | Customer (premium) | Staff advisor | Asks first | What it does |
|---|---|---|---|---|---|
add_ticket_note | ✅ | ✅ | ✅ | No | Appends an update to a ticket the customer owns. |
apply_account_credit | 🚫 | 🚫 | ✅ | Yes | Applies a credit in pence, capped at 5000, with a reason. |
close_ticket | 🚫 | 🚫 | ✅ | No | Marks a ticket closed. |
create_ticket | ✅ | ✅ | ✅ | Yes | Raises a ticket after troubleshooting has not fixed the problem and the customer has confirmed. |
get_article | ✅ | ✅ | ✅ | No | Returns the article title, which router models and packages it applies to, and the numbered steps to read back to the customer. |
get_my_bills | ✅ | ✅ | ✅ | No | Returns the last bills (amount in pence, status paid or overdue, due date), the outstanding balance and whether service is restricted for non payment. |
get_my_products | ✅ | ✅ | ✅ | No | Returns the package name, speeds, minimum guaranteed speed, router model, TV or mobile add-ons and the contract end date. |
get_my_profile | ✅ | ✅ | ✅ | No | Use this first when you need the customer's name, tier, address, postcode, contact preference or whether they are flagged as vulnerable. |
get_network_status | ✅ | ✅ | ✅ | No | Returns live incidents and planned work affecting the customer's postcode, each with status, summary and the estimated fix time. |
get_service_health | ✅ | ✅ | ✅ | No | Returns line sync speeds against the package, drops and errors in the last 24 hours, whether the router is online, the last reboot time and wifi channel details. |
get_ticket | ✅ | ✅ | ✅ | No | Returns full ticket details including steps tried, diagnostics and notes. |
list_my_tickets | ✅ | ✅ | ✅ | No | Returns the customer's tickets, newest first, with reference, category, status and summary. |
reboot_router | ✅ | ✅ | ✅ | Yes | Remotely reboot the customer's hub. |
run_line_test | ✅ | ✅ | ✅ | No | Run a remote line test on the customer's broadband line. |
scan_wifi_channels | ✅ | ✅ | ✅ | No | Scan the wifi environment around the customer's hub. |
search_knowledge_base | ✅ | ✅ | ✅ | No | Full text search over KongNet troubleshooting articles. |
🟡 Registered tools
Proposed ACL groups. Kong enforces them when each server goes live.
| Server | Tool | What it does | ACL groups |
|---|---|---|---|
| Billing | get_invoice | Fetch an invoice and its line items | Staff advisors, Billing operations |
| Billing | list_payments | List recent payments on an account | Staff advisors, Billing operations |
| Billing | explain_bill | Explain why a bill changed from last month | Staff advisors, Billing operations, Sales advisors |
| Billing | raise_billing_dispute | Open a dispute against an invoice line | Staff advisors, Billing operations |
| Billing | apply_goodwill_credit | Apply a capped goodwill credit | Billing operations |
| Network inventory | lookup_exchange | Find the exchange and cabinet that serve a postcode | Staff advisors, Network operations, Field engineers |
| Network inventory | get_cabinet_status | Read power and backhaul status for a cabinet | Network operations, Field engineers |
| Network inventory | list_active_faults | List open network faults by region | Staff advisors, Network operations |
| Network inventory | get_olt_port_stats | Read optical levels and errors for an OLT port | Network operations |
| Network inventory | schedule_maintenance_window | Book a planned maintenance window | Network operations |
| Field service | find_engineer_slots | Find open appointment slots for a postcode | Staff advisors, Field engineers |
| Field service | book_appointment | Book an engineer visit | Staff advisors, Field engineers |
| Field service | reschedule_appointment | Move an existing engineer visit | Staff advisors, Field engineers |
| Field service | get_job_status | Read the live status of a field job | Staff advisors, Field engineers |
| Field service | log_site_notes | Add engineer notes to a job | Field engineers |
| Customer 360 | get_customer_360 | Read the full customer record | Staff advisors, Sales advisors, Billing operations |
| Customer 360 | log_interaction | Record a customer interaction | Staff advisors, Sales advisors |
| Customer 360 | update_contact_preferences | Change marketing and contact preferences | Staff advisors |
| Customer 360 | list_household_members | List people linked to an account | Staff advisors |
| Fraud signals | check_sim_swap | Check for a recent SIM swap on a number | Fraud and security |
| Fraud signals | score_transaction | Score an order or payment for fraud risk | Fraud and security, Billing operations |
| Fraud signals | get_device_fingerprint | Read device signals for a session | Fraud and security |
| Fraud signals | flag_account | Put a fraud hold on an account | Fraud and security |
| Sales and offers | check_upgrade_eligibility | Check upgrades available at an address | Staff advisors, Sales advisors |
| Sales and offers | get_retention_offers | List offers a customer qualifies for | Staff advisors, Sales advisors |
| Sales and offers | quote_bundle | Price a broadband | Staff advisors, Sales advisors |
| Sales and offers | place_order | Place an order for a new product | Sales advisors |
| Number porting | start_port_in | Start moving a number to KongNet | Staff advisors, Sales advisors |
| Number porting | get_port_status | Read the progress of a port request | Staff advisors, Sales advisors |
| Number porting | cancel_port | Cancel a port request | Staff advisors |
| Notifications | send_sms | Send a templated SMS to a customer | Staff advisors, Field engineers |
| Notifications | send_email | Send a templated email to a customer | Staff advisors, Marketing |
| Notifications | send_outage_broadcast | Message every customer on an affected cabinet | Network operations |