How HeyMello works

This page explains the core building blocks of HeyMello and how they fit together. Understanding these concepts will help you design better agents.

The building blocks

🤖 Agent

An agent is your AI voice worker. It has a name, a set of instructions (what it should do and how it should behave), a voice, a language, and optional knowledge and tools. One account can run many agents — for example, a “Sales Qualifier” and a separate “Support Line.”

📝 Instructions (prompt)

The instructions are where you describe the agent’s job in plain language — its role, tone, goals, and rules. This is the single biggest lever on how your agent behaves. See Prompts & agent behavior.

🗣️ Voice & language

The voice is how your agent sounds. HeyMello offers a range of natural voices across 30+ languages and locales. You choose the voice and primary language per agent.

Supported languages include:

The dashboard always shows the current list when you configure an agent. See Voices & languages.

📚 Knowledge base

A knowledge base is your own content — documents, FAQs, policies, product info — that the agent can draw on to answer accurately. Instead of hard-coding every answer, you give the agent source material to reference.

🔧 Tools & functions

Tools let an agent do things during a call, not just talk: book an appointment, look up a customer, check availability, or send information to another system. Tools are what turn a conversation into a completed task.

📞 Phone numbers

A phone number connects your agent to the real world. Numbers can receive inbound calls (customers call you) and place outbound calls (your agent calls them). HeyMello supports numbers from any country available through Twilio or another telephony provider — our integration layer makes connecting them straightforward — as well as connecting numbers you already own.

📣 Campaigns

A campaign runs a large batch of outbound calls — for example, calling a list of leads or sending reminders — using one of your agents.

The lifecycle of a call

1. Call starts
   Inbound: a customer calls your number
   Outbound: your agent (or a campaign) dials a contact

2. The agent greets and listens
   It understands what the caller says in real time.

3. The conversation flows
   The agent responds naturally, answers questions using its
   instructions and knowledge base, and handles interruptions.

4. The agent takes action (if needed)
   Using tools, it books an appointment, looks up a record,
   or routes the call — while still on the line.

5. Call ends
   The conversation wraps up or transfers to a human.

6. After the call
   HeyMello saves the recording and transcript, generates a
   summary and insights, and updates your analytics. Webhooks
   can push the results into your own systems.

Where you work

Multi-tenancy & teams

HeyMello is built for teams. Your account (organization) can have multiple users with different roles and permissions, and your data is isolated to your organization. Sensitive access is protected with multi-factor authentication (MFA).

What happens to your data

• Recordings & transcripts are stored securely and available to you in the dashboard.
• Summaries & analytics are generated automatically after each call.
• Data handling follows UK, India, and other regional expectations — see Regions & compliance.

Next: follow the Quickstart to build your first agent, or dive into Building agents.