Core concepts

Everything in Vocallie is built out of about a dozen ideas. Once these are clear, every screen in the panel reads itself.

Workspace

Your account. Everything — agents, numbers, contacts, calls, money — belongs to one workspace, and nothing is shared with anyone else's. When you invite a colleague, they join your workspace rather than getting their own.

The workspace holds settings that everything else inherits: your name, your timezone (which decides what "9am" means everywhere), and your compliance switches. See Workspace settings.

Agent

The AI that talks. An agent is a bundle of:

• A persona — who it is, and the first line it says.
• Instructions — its goal, what to do, what never to do, how to handle objections, how to close.
• A voice and a model — how it sounds and how fast it thinks.
• Abilities — booking, CRM writes, transfers, your custom actions.

You can have several agents (how many depends on your plan) — for example one for sales and one for support — and exactly one of them is the default, used whenever nothing more specific applies.

See Agents.

Knowledge base

The facts the agent is allowed to state: your prices, hours, policies, FAQs, service list. The agent searches this mid-call, and it will not answer beyond it. An empty knowledge base is the single most common reason an agent sounds useless.

See Knowledge base.

Phone number

A real phone number that either receives calls (inbound) or shows as your caller ID (outbound). You can buy one inside the panel, or bring one you already own via SIP.

Each number is mapped to an agent — that's what decides who answers.

See Phone numbers.

Call

One conversation. Every call is recorded as a row you can open: direction (inbound or outbound), duration, whether it was answered, why it ended, the transcript, the recording, the AI summary, the outcome, and what it cost.

Calls come in three kinds: live (real), web test (browser mic), and phone test (the system rings your own phone). Test calls are marked as such so they don't pollute your stats.

See Call log.

Contact (lead)

A person, keyed by phone number. Contacts collect notes, an activity timeline, custom fields, and a stage. Inbound callers are matched to an existing contact automatically where possible, so the agent doesn't ask a returning customer for their name again.

See Contacts.

Stage

Where a contact sits in your pipeline — "New", "Qualified", "Booked", "Lost", or whatever you define. Stages are yours to name. They matter beyond bookkeeping: they can drive smart routing (send existing customers to a different agent) and they're a common condition in automations.

See CRM setup.

Call queue

The single waiting room for every automated outbound call. Follow-ups, auto-callbacks and campaign leads all join the same queue, and one dispatcher works through it, checking your calling hours, free lines, retry rules and balance before each dial.

This is why an outbound campaign never blocks your inbound customers, and why "it hasn't called yet" is usually a calling-hours or concurrency answer rather than a fault.

See Call queue.

Follow-up vs callback vs campaign

Three things that all end up as outbound calls, easily confused:

Action

A job the agent can do mid-call by reaching into another system — look up an order, check stock, create a ticket. You define the connection once; the agent decides when to use it.

See Actions.

Automation

A rule that runs after a call: when this happens, if these conditions hold, do this. Create a follow-up, move a stage, add a note, fire a webhook.

See Automations.

Webhook

An outbound notification to your own systems when something happens — a call completed, an appointment booked. Deliveries are signed so your receiver can verify they genuinely came from Vocallie, and retried if your endpoint is down.

See Webhooks.

Wallet, ledger and minutes

Vocallie is prepaid. Your wallet holds a balance; every call draws down against it at your plan's per-minute rate, and every movement is written to the ledger. If the balance can't cover a call, the call isn't placed — the system fails safe rather than running up a bill.

Your plan also includes a monthly pool of minutes; overage is charged at your plan's rate.

See Billing & wallet.

Plan and features

Your plan (Trial, Starter, Professional, Enterprise) decides three separate things:

1. Limits — how many agents, numbers, contacts, team seats, concurrent calls.
2. Features — which modules exist at all (AI summaries, campaigns, webhooks, smart routing…).
3. Price per minute — what calling costs you.

Feature gates are enforced on the server, so a module your plan doesn't include isn't just hidden — it's genuinely unavailable.

See Plans & limits.

Permission

What each teammate can see and do. Owners and admins see everything; members get a specific set of permission keys. The sidebar hides what you can't access, and the server refuses it independently.

See Team & roles.

Concurrency

How many calls can be in progress at the same time. It's a plan limit, and it's shared between inbound calls, manual outbound and the automated queue — with the queue deliberately capped lowest so automated work can never starve real customers.