***

title: Key Concepts
description: >-
Understand the fundamental concepts and terminology used throughout the Gail
platform.
---------

# 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:

* [Create Your First Gail](/platform/gails/create-your-first-gail)
* [Knowledge Base Overview](/platform/knowledge/overview)
* [Where to Start](/platform/getting-started/choose-your-path)