The telli Agent Interface - telli Documentation

When you open an agent, you land in the Agent Interface, the single place to configure how your agent sounds and behaves on calls. The center of the builder holds the prompt editor, where you write the agent’s instructions. Charlie, telli’s AI editor, lives in a chat panel on the left and can make guided edits to anything on this page for you. A sidebar on the right gives you quick access to your Tools and Variables, while the tabs along the top (Agent, Call Control, and Call Outcomes) group every other setting by category.

Annotated overview of the telli Agent Builder showing the Charlie chat panel, version selector, Agent/Call Control/Call Outcomes tabs, prompt editor, Persona panel, Tools and Variables panel, and Test call and Publish buttons

Agent
Call Control
Call Outcomes

Edit your agent persona

Choose a name and voice that fits your brand and is easy to pronounce. You can also set how fast your agent speaks to customers. With Cartesia voices, you can additionally configure the emotion.

Edit the initial message for inbound and outbound calls

Set the greeting your agent uses to open inbound and outbound calls so the conversation starts the way you want. Use variables like {{firstName}} to personalize each greeting per contact.

Directly edit the agent prompt

Open the prompt editor to fine-tune your agent’s instructions, behavior, and conversation flow, or hand the edits off to Charlie. Reference tools and knowledge bases the agent can use during a call so it knows when to take action or look something up.

Custom Call Outcomes

Define the outcomes you want extracted after every call. Pick a field type, give it a name, and write instructions so the agent knows how to determine the outcome. The agent extracts these outcomes after the call has ended, based on the generated transcript.

Boolean outcomes can also appear as metrics on your dashboard, so you can track yes/no trends like conversion rates over time.

System Call Outcomes

Review the built-in outcomes telli captures automatically for every call, so you know which signals you get out of the box without any setup.

Types of Call Outcomes

Custom call outcomes can be one of the following field types. The type is locked once you save the outcome, so pick the right one up front.

Type	What it returns	Example question
Boolean	Yes / No	”Did the caller schedule an appointment?”
Text	A free-text answer	”Summarize what product the caller was interested in.”
Number	A numeric value	”How many units did the caller want to order?”
Category	One option from a predefined set	”What was the caller’s sentiment?” (`Positive`, `Neutral`, `Negative`)
Multi-Select	One or more options from a predefined set	”Which features did the caller mention?” (`Pricing`, `Integrations`, `Support`)

Every change you make here is saved as a draft, and no past version is lost. To set the new version live, click Publish. The new settings will be used right away for every new call.

Tips

Match the voice to your brand identity
Test different voice speeds with your team
Try different background noise settings to see what feels natural
Use our “How to Prompt” and “Call Outcomes” cookbooks to see our best practices for agent customization

How to Prompt

Learn how to craft effective prompts for your telli agents.

Call Outcomes

Automatically extract structured information from every call your agent handles.

Next Steps

After configuring your agent’s persona, you’re ready to:

Agent Editor Charlie

Use Charlie in the agent editor to review your draft and make guided improvements to your agent.

​Types of Call Outcomes

​Tips

How to Prompt

Call Outcomes

​Next Steps

Agent Editor Charlie

Types of Call Outcomes

Tips

Next Steps