Core concepts
A quick mental model of how Televox fits together. Once these five ideas click, every screen in the dashboard makes sense.
The agent is the brain
An agent is a reusable AI persona — a name, a greeting, instructions (its “system prompt”), a voice, and a model. The same agent works across every channel: it can answer a phone call, reply in a website chat, and place outbound calls, all with one consistent personality and one set of knowledge.
You can have as many agents as you like (e.g. Front Desk, Sales, After-hours), each tuned for a job.
Channels are how people reach the agent
An agent does nothing until you connect it to a channel:
| Channel | Direction | What it is |
|---|---|---|
| Phone number | Inbound | A real number; callers reach the agent that’s assigned to it. |
| Outbound | Outbound | You start the calls — one at a time, or a whole list as a campaign. |
| Web chat widget | Inbound | A chat bubble you embed on your website. |
| Share link | Inbound | A browser voice-call link you can send to anyone for testing or demos. |
One phone number can do both inbound and outbound for the same agent — there’s no separate “inbound agent” and “outbound agent.”
Knowledge is what the agent knows
By default an agent only knows its instructions. Add Knowledge — PDFs, web pages, or pasted text — and it answers from your real business facts (services, hours, pricing, policies). The agent answers only from what you give it, so it won’t invent details. See Knowledge.
Actions are what the agent can do
Actions let the agent take real steps mid-conversation, not just talk: book an appointment on your calendar, send an SMS, transfer to a human, or call your own API. The agent decides when an action is needed, runs it, and continues with the real result. See Actions.
Extractors capture the outcome
Extractors are the structured details you want from every conversation — name, phone, email, reason for calling, or any custom field. The agent gathers them naturally, and they’re saved with the call so you get clean lead data, not just a transcript. See Extractors.
How a call flows
- A caller dials your number (or opens the chat / a campaign call goes out).
- The agent greets them, then listens.
- It answers using its instructions + knowledge, asking natural follow-ups.
- When the conversation calls for it, the agent runs an action (e.g. checks availability and books).
- It captures the fields you defined (extractors) along the way.
- When the conversation is clearly done, the agent says a warm goodbye and ends the call.
- The whole thing — transcript, captured fields, outcome, and recording (if enabled) — lands in Call history.
Workspaces keep businesses separate
Everything lives inside a workspace — your agents, numbers, knowledge, calls, and team. Each workspace’s data is fully isolated and protected. Invite colleagues from Team.