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Agents are the core of the VIVI platform. An agent is your virtual team member, interacting with guests, staff, or systems on your behalf. Agents combine components — like knowledge bases and prompts — into one system that delivers helpful, accurate, and efficient support. At a minimum, every agent needs a name, prompt, model, and channel to go live. Once configured, use Test Agent or Evaluations to validate responses before deployment. Unlike traditional decision trees or scripted bots, VIVI agents are dynamic — they reason, act, and adapt to context. Agents can be duplicated, customized, or scaled as your organization evolves.

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Building Agents

You can customize every detail of an agent to match your organization’s standards, tone, and goals.

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Core Requirements

Name & Description

A clear name and description that reflects the agent’s purpose.

Prompt

Defines the agent’s role, tone, and rules of engagement.

Model

The large language model that powers the agent.

Channel

Where the agent will be active — web chat, WhatsApp, API, and more.

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Optional Enhancements

Knowledge Bases

Connect internal sources of truth so responses stay grounded in your approved information.

Integrations

Connect MCP servers, APIs, or even other agents for advanced actions.

Prompt Add-ons

Attach reusable, structured instructions to this agent’s prompt.

Skills

Add custom-built skills to let the agent run code locally.

Realtime Voice

Let the agent reply in both voice and text, instead of text alone.

Citations

Include numbered references to knowledge base sources in responses.

Structured Output

Reply with a typed JSON object instead of free-form text on /invoke and /batch — useful for API-driven workflows.

Web Search

Enable public web search so the agent can pull in information beyond its knowledge bases.

Conversation Retention

Set how many days this agent keeps conversation history before it’s automatically deleted. Defaults to 90 days, and must be between 30 and 365 days.

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Before You Launch

Once your agent is configured, verify it before exposing it to guests or staff. VIVI gives you two ways to do this:
  • Test Agent — Chat with your agent directly to check tone, accuracy, and behavior in real time. This is the fastest way to catch issues while you’re still tuning a prompt or knowledge base.
  • Evaluations — Run your agent against a saved dataset of questions to measure accuracy and groundedness at scale, useful once you’re validating a larger set of scenarios or comparing changes over time. See Evaluations for setup details.
We recommend Test Agent for quick iteration, and Evaluations before any major launch or update.

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Best Practices

  • Use descriptive names so team members can quickly identify each agent’s role.
  • Enable citations when your agent draws from knowledge bases — it builds user trust and makes responses easier to verify.
  • Use structured output only for API-driven workflows where a downstream system needs to parse the agent’s response as JSON.
  • Set conversation retention deliberately — shorter windows reduce how much guest data you store, while longer windows help with support follow-ups and evaluations.
  • Test thoroughly after configuring each component to ensure accuracy and reliability.