Core Concepts
How a call works
Understanding the call lifecycle helps you design better agents and debug faster.
Lifecycle
1
Connect
Telephony streams audio to the platform over a WebSocket as soon as the call is answered.
2
Greeting
The agent speaks first so there's no dead air while it waits for the caller.
3
Turn-taking
Voice activity detection decides when the caller starts and stops; the agent replies. Callers can interrupt (barge-in) any time and the agent stops to listen.
4
Tools
When relevant, the agent calls a tool (check availability, book, transfer) and weaves the result into the conversation.
5
Hangup
Either party ends the call; the platform records the real duration from the carrier (matches the phone).
6
Post-call
Transcription, summary, sentiment, evaluation, memory extraction, appointment booking + confirmation emails, webhooks, and credit deduction all run automatically.
Memory across calls
The platform builds a per-contact memory graph from past calls — name, preferences, interests, past outcomes — and injects it as background context on the next call, so repeat callers feel recognized.
Memory is background context only: agents are instructed to always check live data (like calendar availability) with their tools rather than relying on what a past call mentioned.