Why it matters
Your agent’s configuration determines what it can do, not just what it can say.
Without proper setup:
tools may not be used or used incorrectly
the agent may ignore the knowledge base
key data from conversations may not be captured
reporting and optimization become difficult
Proper configuration ensures reliable execution, accurate answers, and measurable outcomes.
Key Concepts
Tool: An action the agent can perform (e.g., transfer call, send SMS).
Tool instructions: Rules that define when and how a tool should be used.
Knowledge base: A connected source of company information.
Knowledge usage rules: Instructions that guide when to use the knowledge base.
Data parsing: Structured data captured from conversations.
Field type: The format of parsed data (string, boolean, etc.).
Enum: A predefined set of allowed values.
Required field: A field that must be captured.
Step-by-Step: Configure Tools, Knowledge, and Data
Open your agent in Whippy.
Add and enable relevant tools.
Define tool usage clearly in agent instructions.
Connect your knowledge base.
Add Knowledge Base Usage instructions.
Go to the Data Parsing section.
Define fields using visual or JSON editor.
Set field types, descriptions, and requirements.
Add enums where needed.
Save and test behavior.
Tool Usage Examples
# Tool Usage
## Tool: transfer_to_office
Purpose: Transfer caller to a human
When to use:
- Caller requests a human
- Issue cannot be resolved
Rules:
- Confirm before transferring
- Inform the caller before transfer
## Tool: send_sms
Purpose: Send a text message
When to use:
- Sharing links or follow-ups
Rules:
- Confirm phone number
- Ensure user consent
## Tool: send_application_link
Purpose: Send application link via SMS
When to use:
- Caller wants to apply
Rules:
- Confirm interest before sending
- Inform the caller they will receive a message
Knowledge Base Usage Example
# Knowledge Base Usage
You have access to "Acme Support Docs"
Contains:
- product info
- pricing
- FAQs
When to use:
- Before answering factual questions
Rules:
- Only use knowledge base info
- Do not guess
Data Parsing (Whippy)
Configuration
Use Visual Editor for simple setup
Use JSON Editor for advanced configuration
Supported Field Types
String
Number
Integer
Boolean
Object
Array
Field Options
Add descriptions
Define enum values
Mark fields as required
Example Fields
intent (enum: sales, support, general)
outcome (resolved, escalated, dropped)
lead_email (string)
appointment_booked (boolean)
Usage
Data can be:
analyzed in Whippy custom reports
used to track workflows and outcomes
exported via the Whippy API
Tips and Best Practices
Always define tool usage explicitly
Always require confirmation before actions
Clearly describe your knowledge base
Use enums for consistent reporting
Keep data fields focused and useful
Test tools and parsing together
Troubleshooting
Issue | Possible Cause | Fix |
Tool not used | Instructions missing | Define tool usage clearly |
Tool misused | Rules unclear | Add conditions and inputs |
Agent hallucinates | Weak knowledge rules | Add strict KB usage |
Data missing | Fields misconfigured | Check field setup |
Reports unclear | Poor structure | Simplify fields |