Web Search in the AI Agent Action
Web Search in the AI Agent action allows agents to retrieve information from the internet during workflow execution. This article explains how to enable Web Search, guide agents using preferred website URLs, and understand search pricing.
You'll also learn how to use this feature to provide more accurate, up-to-date information in automated workflows.
TABLE OF CONTENTS
- What is Web Search in the AI Agent Action?
- Key Benefits of Web Search
- Built-in Tools in the AI Agent Action
- How Web Search Works
- Using Website URLs in Agent Instructions
- Web Search vs. Search Knowledge Base
- Web Search Pricing
- How to Set Up Web Search in the AI Agent Action
- Frequently Asked Questions
- Related Articles
What is Web Search in the AI Agent Action?
Web Search allows AI Agents in Chat To Clients CRM Workflows to retrieve information from the internet during execution. Agents can look up current details, reference preferred websites provided in their Instructions, and use the information to complete tasks.
This is especially useful for changing information such as pricing, rebates, and public programs.
Web Search is available under Built-in tools in the AI Agent action. When enabled, the agent searches only when it needs additional information.
Key Benefits of Web Search
Web Search helps AI Agents retrieve relevant information without requiring users to manually update every detail in their instructions.
Current Information: Search the internet for updated prices, programs, and public details.
Better Responses: Use retrieved information to prepare more relevant answers.
Preferred Sources: Provide website URLs in Instructions to guide the agent.
Automatic Searching: Let the agent decide when a search is necessary.
Workflow Integration: Combine Web Search with tools such as Send email and Send SMS.
Usage-Based Pricing: Pay only when searches are performed.
Built-in Tools in the AI Agent Action
Built-in tools provide capabilities directly within the AI Agent action, separate from manually configured tools. The
Built-in tools section appears below Tools and includes:
Web search: Toggle internet searching on or off.
Information icon (i): Hover to view the tool's description.
Crown icon: Hover to view premium tool costs.
Important: Web Search retrieves information but cannot independently send messages or update CRM records. These tasks require the corresponding action tools.
How Web Search Works
When enabled, Web Search allows the AI Agent to retrieve external information as needed during workflow execution.
A workflow trigger starts the AI Agent action.
The agent evaluates its Instructions and available information.
If additional information is needed, it searches the internet.
The agent uses the retrieved information to continue its task.
If required, it performs actions using configured tools.
For example, an HVAC agent may search for current heat pump rebates before answering a customer.
Note: Not every execution requires a search. The agent may also perform multiple searches within one run.
Using Website URLs in Agent Instructions
Adding URLs to the Instructions helps guide the agent toward preferred information sources, such as official websites or public resources.
Example Instructions:
You follow up with new leads for a heating and cooling company. If a lead asks about heat pump rebates, consult https://www.energystar.gov/rebate-finder before responding. Search the web if additional information is needed. Do not invent rebate amounts or eligibility requirements. If information cannot be verified, explain that verification is needed.
These instructions tell the agent when to search, which source to consult, and how to handle uncertain information.
Note: URLs guide the agent toward preferred sources but do not guarantee website accessibility or complete information retrieval.
Web Search vs. Search Knowledge Base
Both capabilities retrieve information, but they use different sources. Understanding the difference helps you choose the appropriate tool.
| Web Search | Search Knowledge Base |
|---|---|
| Searches internet sources | Searches selected Chat To Clients CRM Knowledge Bases |
| Useful for changing public information | Useful for stored business information |
| Enabled under Built-in tools | Added under Tools |
| Example: Current rebates | Example: Company policies and FAQs |
Both can complement one another.
Important: Workflow AI Agent Web Search differs from Agent Studio's Search the Web tool, which requires a separate configuration process.
Web Search Pricing
Web Search is a premium capability billed per search, in addition to existing AI Agent action charges.
| Model Provider | Cost per Search |
|---|---|
| OpenAI | $0.01 (1¢) |
| Claude | $0.01 (1¢) |
| Gemini | $0.014 (1.4¢) |
Example: Three searches using an OpenAI model cost $0.03 in additional Web Search charges. Three Gemini searches cost $0.042.
Each search is billed separately.
Multiple searches in one run incur multiple charges.
Runs without searches have no additional Web Search charges.
How to Set Up Web Search in the AI Agent Action
Enabling Web Search allows the agent to retrieve external information during workflow execution. Configure clear instructions and any additional tools needed to complete the task.
Go to Automations → Workflows in your Chat To Clients CRM sub-account.
Create or open a workflow and configure the appropriate trigger.
Add an AI Agent action or open an existing one.
Enter the agent's Instructions and select the AI Model.
Expand Built-in tools below the Tools section.
Turn on Web search.
Optional: Add preferred website URLs to the Instructions.
Optional: Configure additional tools, such as Send email or Send SMS.
Click Save action.
Test the workflow using a question that requires current information.
After execution, review Execution Logs to inspect agent activity, including available execution traces, tool calls, inputs, outputs, and token usage.
Example: Answering Customer Rebate Questions
An HVAC company wants its AI Agent to follow up with quote requests and answer questions about heat pump rebates.
Instructions:
Thank new leads for their quote requests using email and SMS. If a lead asks about heat pump rebates, consult https://www.energystar.gov/rebate-finder. Search the internet for additional information when needed. Do not make unverified claims about eligibility or rebate amounts. Offer a time to speak with the team.
Tools: Send email and Send SMS
Built-in tools: Web search enabled
The agent can retrieve relevant rebate information, prepare responses, and send messages through its configured tools.
Frequently Asked Questions
Q: Does Web Search run every time the workflow executes?
No. The agent searches only when it determines additional information is needed.
Q: Can the agent search multiple websites in one run?
Yes. It can perform multiple searches, with each search billed separately.
Q: What if a specified website is unavailable?
Fallback behavior is not guaranteed. Instruct the agent to avoid inventing information and indicate when details cannot be verified.
Q: Can I restrict searches to certain websites?
You can provide preferred URLs in Instructions, but strict domain restrictions are not documented for this feature.
Q: Can Web Search update CRM records or send messages?
Not independently. The agent needs the appropriate configured tools.
Q: Can Web Search replace Search Knowledge Base?
Not entirely. Web Search retrieves external information, while Search Knowledge Base retrieves stored business information.
Q: Is Web Search included in the AI Agent action cost?
No. Searches are billed separately from applicable AI Agent action charges.
Q: Why might search responses vary between runs?
Website content, search results, source availability, and search queries may change. Clear instructions and preferred sources help improve consistency.