Start with a template
A template is the fastest way to set up a new agent, and it’s a good default for most agents. Pick the template closest to what your agent does. It doesn’t have to be an exact match, since a template is a starting point you shape to fit rather than a finished configuration. Once it’s applied, you refine it in Agent Settings. From there you have two ways to take it further:- Edit any tab by hand in Agent Settings.
- Use MCP to generate and update the configuration with natural language from your IDE or a chat app.
What a template sets up
A template pre-configures these parts of Agent Settings:- Call outcomes: what counts as success or failure for this use case, so Tuner can track the agent’s success rate. See Classifying Calls.
- User intents: the reasons callers reach this kind of agent, so Tuner can classify each call by what the caller wanted. See Classifying Calls.
- Evaluations: the checks Tuner runs on every call to judge whether the agent behaved correctly for this use case. See Create Evals.
- Red flags: the conditions that mark a call as needing attention, such as a required step being skipped. See Configure Red Flags & Labels.
- Alerts: real-time notifications for the failure modes that matter most for this use case. See How to Configure Real-Time Alerts.
- Data-extraction fields: the structured details Tuner pulls from each transcript, such as an account reference or an appointment time. See Classifying Calls.
Choose a template
Create the agent
Fill in the agent details and click Create agent, following Create Your Agent.
Pick the template option
On the How would you like to set it up? screen, choose Start from a template, then click Continue.
Select a template that matches your use case
On the Browse all templates screen, find the one that fits your agent. Search by name, or filter with the All, Inbound, and Outbound buttons. Each card shows the template’s call direction, so match it to your agent.
Available templates
The current library covers these use cases:| Template | Direction | Use case |
|---|---|---|
| Inbound Customer Support | Inbound | Questions, complaints, and issues the agent resolves or escalates. |
| Appointment Booking | Inbound | Booking, rescheduling, cancelling, or checking availability. |
| Medical Receptionist | Inbound | Patient scheduling, prescription refill routing, insurance queries, and emergency escalation. |
| General Receptionist | Inbound | Answering, routing callers, taking messages, and light scheduling for a front desk or main line. |
| Food & Restaurant Ordering | Inbound | Placing, modifying, or cancelling orders and answering menu questions. |
| Real Estate | Inbound | Buyer, seller, and renter inquiries, listing questions, and viewing bookings. |
| Payment Reminders | Outbound | Reminding a customer of a payment and confirming the amount or arranging payment. |
| Lead Qualification | Outbound | Qualifying a prospect, gathering key details, and booking a next step. |
| Recruitment / HR Screening | Outbound | Screening candidates against job criteria before a recruiter takes over. |
The template library changes over time, so the options you see when creating an agent may differ from this list.
After you pick a template
Open Agent Settings and go through each tab to check the template’s configuration against your agent:- Review the intents and data-extraction fields under Call Analysis.
- Review the evaluations and red flags under Evaluation Rules.
- Review the alerts under Alerts, and adjust any thresholds that don’t match your call volume.
Configuring Your Agent
A tour of the Agent Settings tabs where you review and edit what a template applied.
Classifying Calls
How intents and data-extraction fields turn calls into structured data.