Key concepts¶
This page explains the main ideas in Voicent AI. Read it once before you set up your first agent.
Tenants¶
A tenant is your organization. Everything you create in Voicent belongs to your tenant: your workspaces, users, agents, numbers, and call history. Other organizations on Voicent never see your data.
Your organization's name appears at the top of the sidebar, next to the logo.
Workspaces¶
A workspace is a separate area inside your organization. Each workspace has its own voice agents, phone numbers, campaigns, call history, knowledge base, integrations, and workflows.
Many teams use one workspace per department, location, brand, or client. For example, an agency might have one workspace per client. Each workspace connects to one Retell AI account, which runs the agents and phone numbers for that workspace.
Almost every page in Voicent shows data for the current workspace only. If a page looks empty, check that you have the right workspace selected.
The switchers at the top of the sidebar¶
Below your organization's name, the sidebar shows one or two switchers.
- Workspace switcher. Click it to see the Workspaces list and choose a workspace. A check mark shows the current one. Voicent remembers your choice the next time you sign in. You only see the workspaces you are a member of. If you belong to no workspaces, the switcher does not appear.
- Tenant switcher. Only Voicent platform staff see this. It has a purple Superuser badge and a Switch Tenant list. Staff use it to support customer organizations. Regular customers never see it.
Tip
If you collapse the sidebar to icons only, the switchers hide. Expand the sidebar to change workspace.
Roles¶
Each person in your organization has a role. The role controls what they can see in the sidebar.
| Who | What they can do |
|---|---|
| Platform staff (superuser) | Voicent employees. They can switch between customer organizations and see every workspace in an organization. They also see Tenants under Administration, and the Pricing tab in Settings. |
| Admin (tenant admin) | Runs your organization's account. Sees the Administration section, with Users (invite people and choose their role and workspaces) and Workspaces (connect new workspaces and sync them). |
| Manager, Member, Viewer (users) | Day-to-day users. They see the main sidebar menu for the workspaces they belong to: agents, campaigns, conversations, analytics, and so on. They do not see the Administration section. |
If you open an admin page without the right role, Voicent shows an "unauthorized" page.
Voice agents¶
A voice agent is the AI that talks on the phone. It has a prompt (its instructions and personality), a voice, a language, and an AI model. Agents are built in Retell AI and synced into your Voicent workspace. In Voicent you see each agent's settings, phone numbers, and call results on the Voice Agents page.
Phone numbers¶
Phone numbers are the numbers your agents answer and call from. Each number can be linked to one agent for inbound calls. Numbers come from Retell, including numbers you bring from your own Twilio account. You see them on the Phone Numbers page, and you can turn on text messaging per number on the SMS Setup page.
Campaigns¶
A campaign is a batch of outbound calls. You choose an agent, upload a contact list, and set calling hours. Voicent dials the contacts, skips numbers on your Do Not Call list, retries missed calls, and reports results. Find campaigns on the Outbound Campaigns page.
Conversations¶
A conversation is one call. Voicent stores the transcript, recording, duration, sentiment, and outcome. Search and review calls on the Conversations page.
Integrations¶
Integrations connect Voicent to the other apps your business uses, such as your CRM or calendar. Each workspace has its own connections. Set them up on the Integrations page.
Workflows¶
A workflow is an automation you build on a visual canvas. A workflow starts from an event, such as a call ending, and runs steps such as "update the contact in the CRM" or "send an email". Build them on the Workflows page.
Knowledge base¶
The knowledge base holds facts about your business: hours, services, prices, policies, and FAQs. Your agents can look up this information during calls. Voicent also remembers facts about returning callers from earlier calls. Knowledge is kept separate for each workspace. Manage it on the Knowledge Base page.
What's next¶
Start the setup checklist: Model providers.