Why it matters
AI agents in Whippy can operate across both messaging and calling. When an agent handles calls, specific voice and call settings control how it sounds, listens, interrupts, manages voicemails, and processes speech. Understanding and configuring these settings ensures clear, consistent call performance while still allowing the same agent to send messages when assigned to a messaging channel.
Key Concepts
Agent Instructions: A text field defining the agent’s purpose, tone, logic, and any distinctions between messaging and calling behavior.
Agent Settings: Controls related to voice delivery, responsiveness, speech-to-text accuracy, interruptions, and call handling.
Speech-to-Text (STT) Mode: Determines whether transcription prioritizes accuracy or speed.
Boosted Keywords: A list of terms that need improved transcription accuracy.
Pronunciation Guide: Rules that correct how the agent pronounces specific words during calls.
Voicemail Actions: Defines how the agent responds when voicemail detection is triggered.
Data Parsing: Optional extraction of structured fields from call transcripts.
Step-by-Step: Configure Voice and Call Settings
Open Agents and select the agent you want to configure.
Go to the Editor tab.
Review and update Agent Instructions, adding clear guidance on how the agent should behave on calls.
Scroll to Agent Settings and adjust voice, responsiveness, interruption handling, and voicemail behaviors.
Set the STT Mode based on call requirements.
Add Boosted keywords to improve transcription for domain-specific vocabulary.
Update the Pronunciation guide for words the agent frequently mispronounces.
Review Voicemail actions and choose the most appropriate behavior for your workflow.
Open Data parsing and analysis if structured extraction is required.
Click Save after modifying each section.
Tips and Best Practices
Keep call-related instructions short and directive to improve consistency.
Use chat preview to test logic quickly before testing calls.
Increase interruption sensitivity if callers tend to speak over the agent.
Use boosted keywords for local terms, product names, or technical vocabulary.
Test pronunciation entries individually to avoid unnatural-sounding speech.
Adjust voice tone, speed, and delivery in small steps to maintain realism.
Remember that these settings only apply when the agent is used for calls. The same agent can still message users without any additional configuration.
Troubleshooting
Issue | Possible Cause | Fix |
Agent speaks too fast | Voice delivery speed too high | Lower voice speed in Agent Settings |
Agent does not react to interruptions | Interruption sensitivity too low | Increase interruption sensitivity |
Transcription errors occur | Missing boosted keywords or STT set to speed | Add boosted keywords or switch STT to accuracy |
Voicemail behavior is incorrect | Wrong voicemail action selected | Update Voicemail Action to Static or Dynamic |
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