Get started
Core concepts
A CallShift account holds a handful of objects. Most integrations only touch four of them: agents, phone numbers, campaigns and calls.
The objects
| Object | What it is | Linked to |
|---|---|---|
| Agent | The voice the caller talks to: language, voice, model, call flow and after-call analysis. | Tools, a webhook, an entity |
| Call flow | The agent's script as a graph of nodes. The diagram field of the agent. | Its agent |
| Tool | A function the agent calls mid-call: your HTTP endpoint, a web search, an SMS, an email. | Call flows that reference it. Shared by every entity. |
| Phone number | A line of the account (SIP, Twilio or Telnyx). Answers inbound calls with an agent and dials for campaigns. | An agent, a SIP trunk, an entity |
| SIP trunk | The carrier connection behind SIP numbers. Holds the calls-per-second limit. | Its numbers |
| Campaign | An outbound run: one agent, one number, a queue of contacts to dial. | An agent, a number, contacts |
| Contact | A person of the CRM, matched by phone number. Its fields reach the agent's prompt. | Campaigns, calls |
| Call | One conversation, inbound, outbound or from a browser, with its outcome, summary, transcript, recording and cost. | An agent, a number, a campaign |
| Webhook | Your endpoint, which receives the after-call data of the agents assigned to it. | Agents, an entity |
| Entity | A unit of the account (a club, a client, a practice) that groups agents, numbers and webhooks. | Agents, numbers, webhooks |
| Invoice | A CallShift invoice of the account. | The account |
The life of an outbound call
Queued
A contact added to a campaign gets a call with the status
READY.Dialed
When the campaign is active, CallShift dials it from the campaign's number, within the trunk's calls per second. The call is
IN_PROGRESS.Ended
The call ends with a status and an
endedReason: answered and finished, no answer, voicemail, transferred.Analysed and delivered
CallShift fills the summary, the outcome flags and the collected information, then posts the whole call to the agent's webhook.
The life of an inbound call
The caller dials one of your numbers and the agent assigned to that number answers. CallShift looks the caller's number up in the CRM, so the agent can greet a known contact by name and read their data. From there the call is analysed and delivered like an outbound one, with type inbound.