Concepts

Learn the handful of terms every other page uses, as the app uses them.

Your account

• Organization: your account. Agents, phone numbers, files, tools and credits all belong to one organization.
• Region: the country you chose at sign-up, United States or India. It decides how you get numbers, which calling rules apply and the currency you pay in. See Regions.
• Plan and credits: calls are paid for in credits. A paid plan adds credits each month, and every plan sets how many calls you can take at once. See Billing, and your region's page for prices.

Your agent

• Agent: what you build. The app lists them under Your Agents, and each one is a workflow: steps on a canvas joined by arrows.

• Step: one part of the conversation. The main kinds:

  • Start: the first step. Every agent has exactly one, and it holds the greeting.
  • Agent: a step with its own prompt that handles one job, such as booking a time.
  • Global step: a step the conversation can jump to from any other step when the caller says what its When line describes, for example Talk to a person or Call me back later. An agent can have up to four.
  • Persona: text added to every step, such as tone and facts like opening hours. The conversation never moves to it.
  • End: closes the conversation.

  Steps covers every step type.

• Arrow: the rule for moving from one step to the next.

• Draft and published version: you edit a draft. Real callers and website visitors reach the published version only, after you select Publish. See Versions.

A conversation

• Run: one conversation with one person, whether by phone, in the website widget, or in a test. Each run keeps its transcript, recording, outcome and cost. You find them under Agent Runs. See Agent Runs.
• Inbound: people calling your number and reaching an agent. See Inbound.
• Campaign: an agent calling a list of contacts. In the app this is Outbound. See Campaigns.
• Connection: the link to your phone provider that brings your numbers into Woise. See Numbers.

What an agent can use

• Tool: an action the agent can take during a call, such as calling your system or transferring the call. See Tools.
• Integration: a connected app, such as a calendar or CRM. See Integrations.
• Files: the Files page holds your knowledge base documents, which the agent can look things up in, and chat media, the pictures and documents it can send in chat. See Files and Knowledge.

Next steps