Getting Started

Key Concepts

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Before diving deeper into Gail, it’s helpful to understand the core concepts that power the platform.

Agents

An Agent is an AI-powered voice assistant. Each agent has its own:

  • Personality - How the agent speaks and interacts
  • Knowledge - Information the agent can reference
  • Conversation Flow - Logic for handling different scenarios
  • Voice Settings - The voice and speaking style

You can create multiple agents for different purposes (e.g., support, sales, appointments).

Call

A Call represents a single call interaction between Gail and a caller. Each conversation includes:

  • Transcript - Full text of what was said
  • Recording - Audio file of the call
  • Summary - A brief description of the purpose for the call
  • Metadata - Duration, timestamps, caller info
  • Outcome - How the call was resolved

Call details and transcript

Conversation

A Conversation represents a text interaction between Gail and a caller whether it is trhough webchat or SMS. Each conversation includes:

  • Transcript - Full text transcript of what was said
  • Metadata - Date, timestamps, user info
  • Conversation Type - WhatsApp, SMS, Webchat

SMS conversation example

Knowledge Base

The Knowledge Base is how you teach Gail about your business. It can include:

  • Files - Documents, PDFs, Word docs, text files
  • Business Hours - Your Business Hours so Gail knows what days and times you are open
  • FAQ’s - Questions that callers might frequently ask and their answers
  • Coverages - The coverages you offer
  • Data Extraction - The data you would like Gail to extract from calls for easy viewing

Knowledge Base - Business Hours

Gail uses this knowledge to answer questions accurately and naturally.

Phone Numbers

Phone Numbers connect your agents to the phone network. Gail supports:

  • Purchasing new numbers - Get local or toll-free numbers instantly
  • Call Forwarding - Forward your current main office line to Gail
  • Inbound routing - Direct incoming calls to specific agents
  • Outbound calling - Make calls from your assigned numbers

Intents & Actions

Intents are what the caller is trying to accomplish. Your agent can be configured to:

  • Recognize common intents (booking, cancellation, inquiry)
  • Take Actions based on intents (transfer call, send SMS, update CRM)
  • Escalate to humans when needed

Webhooks & Integrations

Webhooks let you receive real-time notifications about call events:

  • Call started/ended
  • Intent detected
  • Action taken
  • Conversation completed

Use webhooks to sync data with your CRM, trigger workflows, or log analytics.

Integrations page

Next Steps

Now that you understand the basics, explore these topics: