Key Concepts
Key Concepts
Before diving deeper into Gail, it’s helpful to understand the core concepts that power the platform.
Agents
An Agent is your AI-powered voice assistant. Each agent has its own:
- Personality - How the agent speaks and interacts
- Knowledge Base - 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).
Conversations
A Conversation represents a single call interaction between your agent and a caller. Each conversation includes:
- Transcript - Full text of what was said
- Recording - Audio file of the call
- Metadata - Duration, timestamps, caller info
- Outcome - How the call was resolved
Knowledge Base
The Knowledge Base is how you teach your agent about your business. It can include:
- Documents - PDFs, Word docs, text files
- Web Pages - URLs to crawl and index
- Structured Data - Product catalogs, FAQs, procedures
The agent 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
- Porting existing numbers - Transfer your current numbers 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.
Next Steps
Now that you understand the basics, explore these topics:
