Key concepts

Eleven ideas cover the whole app. Read them once and the rest of the documentation reads easily.

Your terms come first#

Before anything else: the app uses the nouns your business uses. Under Settings → Your terms an owner sets what you call one location or unit, what callers book, what a caller is called in your CRM, what you sell, and a dated offer.

That is why your app may say "Communities" where these docs sometimes say "groups", and "tour" where another customer sees "demo". The assistant uses the same words on the call.

Account#

Your organisation. One account holds your communities, playbooks, phone numbers, calls, knowledge and billing. Every login belongs to exactly one account, and no account can see another's data.

Community (a group)#

One location or unit of your business: a community, a branch, an office. Each phone number belongs to exactly one community, and a community can have several numbers. Its profile holds the facts that differ from place to place: the name callers hear, the address, opening hours, time zone, when tours can be booked, who gives them, and local highlights. Its prices are kept separately, on its Pricing tab: see Prices and care types.

Playbook and versions#

A playbook is everything the assistant says and does: who it is, what it knows, what it asks, what it may never say, who gets booked, and which CRM to use. Playbooks are written once for the whole account, not once per community.

You always edit a draft. Publishing freezes the draft as the next numbered version, which is then never changed. Every call records the exact version that answered it, so a transcript always traces back to the content that produced it.

Effective playbook#

What a particular community actually runs. It is the published account version, plus that community's customizations, with its profile values filled into the placeholders and its published prices added.

flowchart LR
  n[Number dialled] --> g[Its community]
  g --> v[The account playbook version<br/>that community follows]
  v --> c[Apply the community's<br/>customizations]
  c --> p[Fill in the community's<br/>profile values]
  p --> pr[Add its published<br/>prices and specials]
  pr --> e([Effective playbook<br/>recorded on the call])

A community can Keep an inherited item (the default, so it follows future updates), Change it, Turn off an inherited item, Add one of its own, or Reset back to the account version. Account admins can lock items so no community can change them; the AI disclosure, the recording notice and the guardrails are locked out of the box.

Booking rules#

An ordered list of sentences that decides what happens at the end of a call: book a tour, move an existing one, ask for missing details first, hand the caller to a person, take a callback, offer information instead, or give a redirect line. The first rule that matches wins, and the last rule is a catch-all that cannot be deleted, so every caller gets an outcome.

Code evaluates these rules, not the language model. The assistant cannot book against your policy, because when a rule says no the booking is never attempted.

Human backup#

Each community's plan for reaching a person: staffed hours, the number to transfer to, an optional second contact, who to email about callbacks, and how quickly a callback should happen. A playbook cannot be published for a community without a complete plan.

Knowledge#

Longer material the assistant can search while it talks: uploaded files, web pages and pasted text, at account level or for one community. It is the third source of facts, after the playbook brief and the community profile. If none of the three has the answer, the assistant says so rather than guessing.

Connections#

Your CRM and calendar. A connection stores the credential encrypted and is checked before it is saved. Every account also gets a private sandbox CRM with sample data, so you can build, test and demo before connecting your real system, and keep it afterwards for training.

Phone numbers#

Each number belongs to a community and runs one playbook version at a time: always the latest published version, or pinned to a version you choose. A number with no playbook answers with a short "not in service yet" message rather than silence.

Follow-up page#

After a call, the assistant can text the caller a link to a page that is theirs alone: their tour details, a recap of what they told you, what you could not answer, an introduction to the person they will meet, and a button to move or cancel. Nothing is texted without permission captured on that call. See Follow-up page and Texting and consent.

Meters#

Your account is measured five ways: minutes on the line, calls answered, calls that booked a tour, text messages and chat messages. Your plan can price any mix of them. Test calls never count, and nor does a text nobody agreed to receive. Usage and invoices says exactly what each one counts.

Roles#

Five roles decide what each person can do: owner, admin, editor, group manager and viewer. A group manager is limited to the communities you name. See Team and roles.