Quick Start
Open your agent and start interacting with Charlie
Go to Agents in the sidebar, pick the agent you want to edit, and click into the Charlie chat panel on the left side of the Builder.
Tell Charlie what you'd like to change
Type a short message describing what you want. You can be specific or general, both work.
Review the edits Charlie proposes
Charlie’s changes show up inline in the prompt. Additions and removals are highlighted so you can see exactly what’s about to change.
What Charlie can help with
Charlie can help across multiple areas of your agent.- Prompt edits
- Call control
- Call Outcomes
- Conversation analysis
Tell Charlie what to change in the agent’s prompt and it drafts the edit for you.
- Rewrite or restructure a specific section
- Apply a tone change across the whole prompt, like making the agent friendlier or more confident
- Insert the right variable or tool reference without having to look up the syntax
- Adapt the prompt based on a transcript or example you share
How to talk to Charlie
Charlie understands both specific instructions and general feedback. Use whichever fits the change you have in mind.- Specific instructions
- General feedback
Useful when you know exactly what you want changed.
“Shorten the greeting and add a goodbye line at the end.”
“Replace the word ‘reservation’ with ‘booking’ everywhere in the prompt.”
“Add a step asking the caller for their order number before transferring.”
Files and voice input
The chat takes more than just typed text.- File uploads. Drop a transcript, a script document, or a sample message into the chat. Charlie reads it and uses it as context for the next edit.
- Voice input. Tap the microphone to record a longer instruction instead of typing. Useful when you’re walking through a thought and don’t want to break flow.
Reviewing Charlie’s edits
When Charlie makes changes, they appear inline in the prompt. You decide what makes it in.- Additions and removals are clearly marked so you can scan the diff
- Accept or reject each change on its own, or apply them all at once
Checkpoints
Charlie creates checkpoints automatically as it works. If you don’t like where things are going, you can roll back to any earlier checkpoint in one click.When to use Charlie vs edit directly
Charlie isn’t a replacement for editing the prompt by hand. Some changes are faster to do yourself.| Use Charlie when… | Edit directly when… |
|---|---|
| You’re restructuring or rewording a section | You know the exact words you want |
| You want a general improvement applied across the prompt | You’re making a small surgical tweak |
| You’re working from a transcript or example document | You’re changing a single line or word |
| You want help finding the right variable or tool reference | You’re confident with the syntax |
Best practices
- Bring real call transcripts into the chat so Charlie can refine the agent based on conversations that actually happened, not just imagined cases.
- Use checkpoints when experimenting. It’s faster to roll back than to manually undo a stack of changes.
- Accept changes a few at a time if you’re not sure about all of them. Reject the rest and ask Charlie to try again with more guidance.
- Start with Charlie on new prompts. Have it draft a structure for you, then refine the details by hand.
Good to know
- Charlie never publishes your agent. Changes stay as a draft until you click Publish.
- Charlie can also access and edit other agents if you ask it to. This is great for applying changes to multiple agents at once
- The chat remembers what you said earlier in the same session, so you can keep iterating without re-explaining context.