Key Concepts

Agents are the virtual entities that interact with users through voice conversations. Each agent has a unique identity, voice, and behavior defined by its configuration.

Key attributes of an agent include:

• Name - Identifier for the agent
• Voice - The synthetic voice the agent uses
• Prompt - Instructions that shape the agent's behavior and knowledge
• Language Model - The AI model powering the agent's understanding and responses

Phone numbers are the entry points for inbound calls to your voice AI system. Pinecall allows you to acquire and configure phone numbers that connect callers to your agents.

Phone numbers can be:

• Local - Numbers with specific area codes
• Toll-Free - Numbers that are free for callers to dial
• International - Numbers from various countries

Each phone number is linked to an agent that handles incoming calls.

Calls represent voice conversations between users and agents. They can be inbound (initiated by an external caller) or outbound (initiated by your application).

Call attributes include:

• Direction - Inbound or outbound
• Status - Current state (queued, in-progress, completed, etc.)
• Duration - Length of the call
• Recordings - Audio recordings of the conversation
• Transcripts - Text records of what was said

Prompts are instructions given to the language model that powers an agent. They define the agent's personality, knowledge, capabilities, and limitations.

A well-crafted prompt is crucial for creating effective voice AI agents. It should include:

• Role definition - Who the agent is and what they do
• Personality traits - How the agent should express themselves
• Domain knowledge - Information the agent should know
• Response guidelines - How the agent should handle different situations
• Limitations - What the agent should not do or say

Webhooks allow your application to receive real-time notifications about events occurring in the Pinecall platform. When an event happens (like a call starting or ending), Pinecall sends an HTTP POST request to your specified URL.

Common webhook events include:

• call.started - When a call begins
• call.ended - When a call completes
• message.received - When a user says something
• message.sent - When an agent responds
• recording.available - When a call recording is ready

Data integration allows your voice AI agents to access and manipulate external information sources. This enables more sophisticated and personalized interactions.

Integration methods include:

• API Connections - Link agents to your services via API calls
• Knowledge Base - Provide agents with domain-specific information
• Function Calling - Enable agents to trigger actions in your systems
• Context Injection - Dynamically add information to the conversation