Modifying the default BWF Case tool settings

As an administrator, configure the BWF Case tool to retrieve case details from the system based on user queries, supporting flexible, text-based search for case-related information. This tool is part of the BWF toolkit and not a separate tool; it is accessed through the toolkit.

By using the BWF Case tool, users can perform the following actions:

• Pose natural language queries about cases (for example, list all critical cases this month) and receive responses directly in the chat. This ability reduces the need for users to manually filter in the product console. 
• Configure output fields in the agent's response that align with your business requirements.

The tool assists the BWF agent in answering a wide range of case-related queries and displays results in a tabular format with clickable case identifiers. The tool enhances efficiency and user experience by enabling quick, chat-based searching and filtering of case details, eliminating the need to navigate and filter within the console.

The BWF Case tool is available out-of-the-box, but you cannot modify it. However, you can add a new tool to modify the default tool configuration.

Before you begin

Make sure you have cloned an out-of-the-box agent, because you can only add a custom tool to a cloned out-of-the-box agent.

For more information, see Cloning an agent.

To modify the default BWF Case tool settings

1. Add a new tool to your environment. For more information, see Adding tool and toolkit for an AI Agent.
   The new tool must replicate the field value configuration of the existing out-of-the-box BWF Case tool.
2. In the Configuration field, modify the required fields by appending them to the existing fields. This modification helps you filter and tailor the BWF agent response according to your business needs. 

   Default configuration:
   For example, to filter case details by ID, Display ID, and Summary, use the following configuration:

   {
    "hideSources": [
      "GetCases",
      "CaseSummarization"
     ],
    "response_fields": {
      "Case": {
        "id": "ID",
        "displayId": "Display ID",
        "summary": "Summary"
      }
    }
   }
3. Click Save.

Where to go from here

Adding tool and toolkit for an AI Agent