Key Concepts & Terminology

Before diving in, here are the key terms you'll encounter throughout the documentation:

Assistant: An AI agent configured with a specific persona, voice, and set of instructions to handle inbound or outbound calls.
Visual Flow Builder: A drag-and-drop canvas where you design your assistant's conversational logic using nodes and edges.
Campaign: A batch of outbound calls made by an assistant to a list of contacts, with configurable scheduling and concurrency.
Knowledge Base (KB): A collection of uploaded documents (PDF, TXT, DOCX) that an assistant can reference during calls to provide accurate, factual answers.

Node: A building block on the Visual Flow Builder canvas. Each node represents an action or conversational step (e.g., Greeting, Conversation, End Call).
Edge: A connection between two nodes that defines the flow of conversation. Edges can have conditions (e.g., "If the user says YES") that determine which path the AI follows.
Greeting Node: The starting point of an inbound call, and the first thing the assistant says.
Conversation Node: A step in the flow where the AI discusses a specific topic, asks questions, or captures variables.
End Call Node: The final node that wraps up the call with a closing statement.
Group Node: A visual container used to organise related nodes together on the canvas.

Tool: An action your assistant can perform outside normal conversation, such as transferring a call or sending call data to another system.
Premade Tool: A ready-to-use tool maintained by YourCalls (e.g., Transfer Call).
Custom Tool: A tool you configure to send data (like call summary or customer details) to your own web address.
Before / During / After Call Tool: The three phases in a call lifecycle when a custom tool can execute.

Contact: A person in your database. Every contact has built-in fields (name, phone, email, address, contact preferences) plus any fields of your own, and is created by an import, by hand, by an inbound call, by a chat form or through the API.
Variable: A value your assistant can use, written {{like.this}}. Some are known before the conversation starts, such as {{contact.first_name}}, {{contact.custom.age}} and {{company.name}}. Others are produced by the conversation itself, such as {{extracted.callback_time}}. See Variables for every name and when it is available.
Pass/Fail Metrics: Criteria defined in the Context Panel that determine whether a call was successful or not.
Sentiment Score: An AI-generated score measuring the overall tone and satisfaction level of a call.
Traffic Light: A colour-coded indicator (green/yellow/red) summarising call quality at a glance.