Core concepts¶

Everything in Vocadesk hangs off a small set of objects. Learn these once and the rest of the product makes sense.

The hierarchy¶

Operator (your business)
└── Client (an end-customer you serve)
    └── Agent (an AI persona for that client)
        ├── Phone number (a Twilio number routed to the agent)
        ├── Embed (a web-call button on a website)
        └── Call (one phone or web conversation)

Objects¶

Operator¶

A business account / workspace. It owns your clients, agents, calls, and billing. The people who log in are users that belong to the operator. Roles are user, admin, and super_admin.

Client¶

An end-customer of yours — the business whose calls an agent answers. One operator has many clients. A client carries its own subscription plan, branding, and contact details. Clients are deactivated (not hard-deleted) when you stop serving them.

Agent¶

A configured AI persona that belongs to a client. An agent has:

a persona and voice (see Configuring an agent),
a knowledge base and a list of intake questions,
a conversation design mode, and
call-forwarding rules for handing off to a human.

Call¶

One voice conversation. A call has a type:

`callType`	Origin
`phone`	A real inbound PSTN call to a Twilio number.
`web`	A web call from an embedded button on a website.
`test`	A browser test call placed from the dashboard.

Every call captures a transcript, a recording, duration, cost, and an optional post-call analysis (summary, sentiment, extracted data).

Phone number¶

A telephone number bound to an agent so inbound PSTN calls reach it. How many numbers you can attach depends on the client's plan.

Embed¶

A web-call configuration — the "Talk to us" button you drop onto a website. An embed routes web callers to a specific agent. Each embed has an allowlist of origins and its own concurrency limits.

Where to go next¶

Configure your first agent → Agents
Look up a term → Glossary

Glossary — One-line definitions of every Vocadesk term.
Agents — What an agent is and the three things you configure — who it is, how it converses, and when it transfers.
Clients — Create and manage the end-customers whose calls your agents handle.
Getting started — From signing in to your first live call — the fastest path through Vocadesk.
Vocadesk Documentation — What Vocadesk is, who it's for, and how this documentation is organized.