> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.meetgail.com/platform/getting-started/key-concepts/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.meetgail.com/_mcp/server.

# Key Concepts

> Understand the fundamental concepts and terminology used throughout the Gail platform.

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](/_fern-img/0f78ae7d25b6fd383a1d3c6420846827bba54dcebf2ba0b335a67067cd37c8ee.webp)

## Conversation

A **Conversation** represents a text interaction between Gail and a caller whether it is through 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](/_fern-img/d0bf98aae94211ae97004fff745994c7b80ec84e3006337fcbd65c9c3f7d50da.webp)

## 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](/_fern-img/6c368de5eef97dad8521df2882e2aff4e7485a5ba43a9f08b818d36b4048b6b2.webp)

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](/_fern-img/96bbf1b2e3b5071f85ea7274d399bf985548670b2e0b7b3213c30358654ab72b.webp)

## 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)

> Documentation for Gail, the AI platform for financial services. Learn how to set up GailGPT and Gail Agent to automate customer communications for insurance, banking, and finance.