Agent Types
| Term | What It Is | Learn More |
|---|---|---|
| Single Prompt | Agent powered by one prompt for flexible conversations | Overview → |
| Conversational Flow | Agent built with visual workflows for structured conversations | Overview → |
Building Agents
| Term | What It Is | Learn More |
|---|---|---|
| Prompt | Instructions that define your agent’s behavior | Prompt Editor → |
| Node | A single step in a Conversational Flow | Node Types → |
| Branch | Connection between nodes based on conditions | Conditions → |
| Model | The AI that powers your agent (GPT-4o, Electron, etc.) | Model Selection → |
| Voice | How your agent sounds | Voice Selection → |
Configuration
| Term | What It Is | Learn More |
|---|---|---|
| End Call | When and how the agent terminates calls | End Call → |
| Transfer Call | Handing off to a human agent | Transfer Call → |
| Knowledge Base | Documents your agent can search | Knowledge Base → |
| Variables | Dynamic values used in prompts | Variables → |
| API Calls | External requests during conversations | API Calls → |
Agent Settings
| Term | What It Is | Learn More |
|---|---|---|
| Voice Settings | Speech speed, pronunciation, turn detection | Voice Settings → |
| Model Settings | Language switching, speech formatting | Model Settings → |
| Webhooks | Send call data to your systems | Webhooks → |
| General Settings | Timeout behavior | General Settings → |
Features
| Term | What It Is | Learn More |
|---|---|---|
| Widget | Embeddable voice/chat for your website | Widget → |
| Integrations | Connect Salesforce, Zendesk, etc. | Integrations → |
| Post-Call Metrics | Extract data from completed calls | Post-Call Metrics → |
Deployment
| Term | What It Is | Learn More |
|---|---|---|
| Phone Numbers | Numbers your agent can receive/make calls on | Phone Numbers → |
| Campaigns | Outbound calling programs | Campaigns → |
| Audiences | Contact lists for campaigns | Audiences → |
Call Handling
| Term | What It Is |
|---|---|
| Inbound | Calls initiated by customers to your agent |
| Outbound | Calls initiated by your agent (via campaigns) |
| Cold Transfer | Transfer without briefing the recipient |
| Warm Transfer | Transfer with context provided to recipient |
| Whisper Message | Message only the transfer recipient hears |
| PII Redaction | Automatic removal of personal info from transcripts |
Analytics & Logs
| Term | What It Is | Learn More |
|---|---|---|
| Conversation Logs | Full transcripts and call details | Conversation Logs → |
| Testing | Web call, telephony, and chat testing | Testing → |
| Locking | Protect agents from accidental edits | Locking → |
| Analytics | Call metrics and performance data | Analytics → |
Technical
| Term | What It Is |
|---|---|
| STT | Speech-to-Text — converts audio to text |
| TTS | Text-to-Speech — converts text to audio |
| LLM | Large Language Model — the AI brain |
| SLM | Small Language Model — Atoms’ optimized models |
| Latency | Delay between user speaking and agent responding |