Workspace
A workspace is the operating boundary for your team. It holds your agents, phone setup, calling rules, and call history. Most companies create separate workspaces only when they need separate ownership, settings, or operating boundaries.Agent
An agent is the voice AI that handles a defined job. Examples:- answering front-desk calls
- qualifying leads
- booking appointments
- following up after a missed call
Actions
Actions are the tasks an agent is allowed to perform outside the conversation itself. Examples include:- creating or updating a record
- checking availability
- sending a follow-up message
- transferring or handing off the call
Phone setup
Phone setup covers the numbers and calling behavior connected to your workspace. This includes:- which numbers answer with an agent
- which numbers can be used for outbound calls
- how calls are routed
- which agents are allowed to handle which call paths
Calls
A call is the full record of a conversation and its outcome. Call records help your team answer questions like:- what did the caller want
- what information was captured
- what action was taken
- did the handoff happen
- what should improve before wider rollout
Handoffs
Not every call should stay with AI to the end. A handoff is the point where the conversation moves to a human or another path because that is the better outcome for the business or the caller.Guardrails
Guardrails are the rules that keep an agent within acceptable behavior. They help define:- what the agent should and should not say
- when it must collect more information
- when it can perform an action
- when it must escalate instead of improvising