Agents
Assistant
An Assistant is an AI-powered agent configured to handle conversations. Each assistant has:- Instructions: Rules that define the agent’s behavior and personality
- AI Model: The AI model powering the agent
- Voice: For voice agents, the text-to-speech voice
- Knowledge Base: Documents providing context
- Tools: Custom actions the agent can perform
Voice Agent
A voice agent handles phone calls. It includes:- Transcription: Converts speech to text in real-time
- Voice: Converts text responses to natural-sounding speech
- Phone Number: The number callers dial
Chat Agent
A chat agent handles website conversations via an embedded widget. It includes:- Widget Config: Colors, position, welcome message
- Embed Code: A snippet you paste into your website to display the chat widget
Workflow Squad
A Squad is a group of agents that work together on complex workflows. Squads enable:- Agent Handoffs: Transfer conversations between specialists
- Conditional Routing: Route based on customer intent
- Parallel Processing: Multiple agents working simultaneously
Leads
Lead
A Lead is a potential customer captured from an agent conversation. Lead records include:- Contact information (name, email, phone)
- Company information
- Conversation context
- Enrichment data
- ICP score
Lead Capture
Lead Capture is the automatic extraction of contact information from conversations. Agents naturally ask for and collect:- Name
- Email address
- Phone number
- Company name
- Custom fields
Lead Enrichment
Lead Enrichment automatically appends additional data to your leads:- Job title
- Company size
- Industry
- LinkedIn profile
- Direct phone
ICP Scoring
ICP (Ideal Customer Profile) Scoring rates how well a lead matches your target customer:- Score: 0-100 rating
- Factors: Industry, company size, role, intent signals
- Automation: High-scoring leads can be fast-tracked
Campaigns
Voice Campaign
A Voice Campaign is an automated outbound calling program:- Contact List: Phone numbers to call
- Agent: The voice agent making calls
- Schedule: When calls are made
- Pacing: Calls per hour limit
Campaign Status
| Status | Description |
|---|---|
| Draft | Campaign being configured |
| Scheduled | Waiting to start |
| Running | Actively making calls |
| Paused | Temporarily stopped |
| Completed | All contacts processed |
Analytics
Call Log
A Call Log records every voice call:- Call duration
- Transcript
- Recording URL
- Outcome (completed, voicemail, no answer)
- Lead captured (if any)
Chat Log
A Chat Log records every chat session:- Messages exchanged
- Session duration
- Outcome
- Lead captured (if any)
Evaluation
An Evaluation is a quality assessment of a conversation:- Criteria: Greeting, product knowledge, objection handling
- Score: Per-criteria and overall rating
- Feedback: AI-generated improvement suggestions
Insights
Insights are AI-generated performance analyses:- Trend identification
- Anomaly detection
- Improvement recommendations
Glossary
| Term | Definition |
|---|---|
| Agent | AI-powered conversation handler |
| Assistant | An AI agent configuration |
| Business DNA | Brand context system |
| Campaign | Automated outbound calling program |
| Enrichment | Automatically appending company and contact data to leads |
| ICP | Ideal Customer Profile |
| Knowledge Base | Documents providing agent context |
| Lead | Potential customer from conversation |
| Squad | Multi-agent workflow group |
| Tool | Custom action an agent can perform |
| Webhook | Automated notification triggered by an event |
| Widget | Embeddable chat interface |