Why it matters
Agent tools define what an AI agent can do during a conversation or call. While Agent Instructions control behavior and decision-making, tools enable structured actions such as transferring calls, sending messages, updating records, managing sequences, or triggering external systems.
Tools expand capability, but they do not control logic. An agent will only use a tool if:
The tool is assigned to the agent.
The Agent Instructions clearly define when and how it should be used.
Properly configured tools allow agents to complete real tasks instead of only responding conversationally.
Key Concepts
Agent Tools: Capabilities that allow an AI agent to perform structured system actions during conversations or calls.
Tool Type: The category of action a tool performs. Examples include Transfer Call, Press Digit, and Execute Actions.
Execute Actions Tool: A flexible tool type that allows you to configure structured actions such as sending messages, tagging contacts, assigning users, managing sequences, sending emails, starting chat agents, or sending HTTP requests.
Tool Configuration: The settings that define how a tool behaves, including timeouts, speech settings, action targets, and API details.
Agent Assignment: The process of attaching tools to an agent so the agent can access them.
Agent Instructions: The logic layer that determines when a tool should be triggered. Tools will not run automatically without clear instruction logic.
Available Tool Types
Whippy supports multiple tool types, including:
Transfer Call: Transfers an active call to another number or destination.
Press Digit: Sends a keypad digit during a live call.
Execute Actions: Performs structured system actions such as:
Send Message
Add or Remove Tags
Assign or Unassign Users
Opt Contacts In or Out
Notify Users
Add, Remove, or Move Sequence Steps
Update Conversation Status
Send Email
Start Chat Agent
Send HTTP Request
Each tool type has its own configuration settings and intended use case.
Step-by-Step: Create and Use Agent Tools
Open Agents from the left-hand navigation.
Click Tools to view all tools available in your organization.
Select Create Tool in the top-right corner.
Choose a Tool Type.
Enter a Tool Name and optional description.
Click Save to open the tool configuration page.
Configure the tool based on its type, including timeout and speech settings.
If using Execute Actions, add one or more actions to the tool.
Save the tool configuration.
Open the agent you want to update.
Enable the tool so the agent has access to it.
Update the Agent Instructions to define when and how the tool should be used.
Save and publish the agent.
Both assignment and instruction logic are required for proper tool execution.
How Tools Work with Agent Instructions
Agent Instructions determine:
Whether a tool should be used.
What conditions must be met before triggering it.
What information must be collected first.
What should happen after execution.
Tools do not contain decision logic. They perform actions when instructed.
If instructions do not reference tool usage clearly, the agent may:
Never trigger the tool.
Trigger it at the wrong time.
Use it inconsistently.
Clear, explicit instruction logic is critical for reliable automation.
Tips and Best Practices
Treat tools as action capabilities, not behavioral logic.
Write explicit trigger conditions in Agent Instructions.
Use clear, descriptive tool labels.
Limit tools per agent to only what is necessary.
Test tools in a controlled environment before production use.
Enable speaking during execution for longer-running tools to avoid silence.
Regularly review transcripts to confirm correct tool usage.
Troubleshooting
Issue | Possible Cause | Fix |
Tool does not appear in agent settings | Tool was not saved or created successfully | Save the tool and refresh the agent editor |
Agent does not use the tool | Tool not assigned or no instruction logic | Enable the tool and define trigger rules in Agent Instructions |
Tool triggers unexpectedly | Instruction logic too broad | Refine and clarify trigger conditions |
Call transfer fails | Incorrect transfer target or channel | Verify identifier, target type, and channel |
API-based tool times out | Timeout value too low | Increase the timeout in tool settings |
No response during execution | Speak toggles disabled | Enable speak during or after execution |