Build your first working agent

Use this sequence for a first agent: define the job, configure its voice and instructions, add approved knowledge, test the conversation, and then connect a deployment channel.

Navigation pathAgents → Create Agent

PrerequisitesA clear use case, an approved opening message, and access to the required provider or native voice service.

Usage steps

Choose one initial job, such as answering common product questions. Write down the information the agent may use and when it should hand over to a person.
Create the agent with a descriptive name, provider (Native Agent, Vapi or Retell), direction, language model and voice. A phone number can be added later.
Set the First Message and System Prompt. Give the agent a clear scope and tell it how to handle missing information.
Attach the relevant knowledge documents. Add tools only for actions the agent needs to perform, and describe their use in the prompt.
Save the configuration. When you are ready to use your microphone, select Web Call, try the main conversation and an edge case, and select End Call.
Review the call and improve the agent. Connect an inbound number or create an outbound campaign only after the test behaves as expected.

Edited illustration of the Create Agent form with providers in the order Native Agent, Vapi, Retell — Figure 3. Create Agent begins with Setup & Voice and continues to Prompts & Tools. Edited illustration showing provider order: Native Agent, Vapi, Retell.

Expected result. You have an agent that can be tested and is ready for deployment configuration.

Practical notes and troubleshooting. Web Call starts a live browser test immediately. Be ready before selecting it.

Create an agent with the formThe creation form gives you direct control over the agent configuration. The provider determines which voice, model and tool options are available.Write the opening message and promptThe First Message is the opening the caller hears. The System Prompt tells the agent what to do throughout the conversation, including how to use tools and handle exceptions.Test with a browser callWeb Call lets you speak to an agent from your browser. Use it to hear the opening message, test responses and check the behaviour of configured tools.