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Refining your agent is an iterative process: review what happened on real calls, hand the issues to Charlie, and review the proposed changes before saving them. Walk through one full cycle below.
1

Review past calls

Open Conversation History and drill into a recent call. Read the transcript, listen to the recording, and check the call outcomes to spot specific moments your agent could handle better.
2

Give feedback to Charlie

On the call detail view, click the Ask Charlie to fix this turn button. This sends the moment you flagged into the Charlie chat along with the full transcript, the call outcomes, and any notes you’ve added. Charlie uses all of that as context, so the fix it suggests is grounded in what actually happened on this specific call.
3

Describe the changes you want

In the Charlie chat, describe the improvement in plain language, or accept the auto-prepared context that came from your feedback. Charlie can edit the prompt, tools, call control, or outcomes, whatever it takes to address the issue.
4

Review the proposed changes

Charlie shows you exactly what will change before anything is applied. Read through the changes to make sure the fix lands the way you want.
5

Save the draft or revert the checkpoint

Keep the change in your draft if it looks good, or revert the checkpoint if it didn’t land. Use Version history to roll back to an earlier version when you need to.
Re-test after every meaningful change so you can see the impact right away. Head back to Test your Agent to run another test call.

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Give feedback to telli

You can also give the telli team feedback directly from the call detail view by clicking the 👍 or 👎 icons next to call summaries, outcomes, and individual conversation turns. We use this feedback to debug calls, fix bigger behavior issues, and improve the product for you.

Feedback System

Full guide to the thumbs up / thumbs down feedback system and how to use it well.

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Tips

  • Make small, focused changes so you can clearly see what improved and what didn’t.
  • Look at patterns across multiple calls instead of reacting to a single one, since recurring issues are the highest-leverage fixes.
  • Read through our “Charlie Cookbook” linked below to see best practices

Charlie Cookbook

Dive into advanced workflows, tips, and real-world examples for getting the most out of Charlie.

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Next Steps

Publish your Agent

Once your agent performs the way you want, publish your changes so they go live.