Why it matters
The Notify Users action allows your AI agent to send internal notifications to selected users in your organization. This is useful for alerting teammates about new leads, completed actions, escalations, or specific conversation outcomes.
Creating the tool alone is not enough. You must assign the tool to the agent and clearly define in the agent instructions when notifications should be sent and under what conditions.
Key Concepts
Action Tool: A tool created using the Execute Actions tool type that allows an agent to perform structured system actions such as notifying users, assigning conversations, or updating records.
Execute Actions Tool Type: A tool type that enables you to configure one or more actions inside a single tool. Multiple actions can run when the tool is triggered.
Notify Users Action: An action that sends an internal notification to one or more selected users when executed.
Internal Notification: A system alert within Whippy that informs selected users about a conversation event or outcome.
Agent Instructions: The configuration where you define when the agent should trigger the tool and what conditions must be met before notifying users.
Step-by-Step: Create a Notify Users Action Tool
Navigate to Agents in the left-hand menu.
Click Tools (jigsaw icon).
Click Create Tool in the top right corner.
Select Execute Actions from the Tool Type dropdown.
Enter a Tool Name and click Save Tool.
Configure Basic Info
Enter the Label. Use only letters, numbers, underscores, or hyphens. Maximum 64 characters.
Add a clear Description explaining when users will be notified.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should inform the contact that a team member has been notified.
Toggle Speak During Execution if required.
Add execution speech if enabled.
Click Save.
Add the Notify Users Action
In the Actions section, click Add Action.
Select Notify Users from the Action Type dropdown.
In the user selection field, choose one or more users from the list.
Click Create Action.
When the tool is triggered, the selected users will receive an internal notification in Whippy.
You can add additional actions to the same tool if needed, such as assigning the conversation or updating its status.
Implement the Tool in an Agent
Creating the tool does not automatically make the agent use it.
To implement it:
Open the relevant Agent.
Select the newly created Notify Users tool to give the agent access.
Update the Agent Instructions to clearly define:
When users should be notified.
What conditions must be met.
Whether the contact should be informed that a team member has been alerted.
You must both assign the tool to the agent and define its trigger logic in the instructions. Without explicit conditions, the agent may fail to notify users or send unnecessary notifications.
Tips and Best Practices
Only notify users for meaningful events to avoid notification fatigue.
Be specific in agent instructions about trigger conditions.
Use different tools if different teams should be notified under different scenarios.
Combine with assignment or tagging actions if needed.
Test the workflow before deploying.
Troubleshooting
Issue | Possible Cause | Fix |
Users not notified | Tool not assigned to agent | Enable the tool in the agent settings |
Wrong users notified | Incorrect users selected during setup | Edit the action and reselect the correct users |
Agent not triggering notification | No clear trigger logic defined | Update Agent Instructions with explicit conditions |
Too many notifications | Trigger logic too broad | Refine conditions in the agent instructions |