Phone
Phone holds a Startup’s numbers and runs voice calls and SMS, with voice Agents, transcripts and handoff to a Human.
Each call is filed against the Contact who made it.
Summary
| Part | This System |
|---|---|
| Group | Communications |
| Status | Beta: it works, and its Verbs may still change |
| Shelf | Reference: documented, never offered first |
You can ask:
- “Get a phone number for support”
- “Get me a local number in Austin”
- “Have an agent answer the phone”
- “Text this customer that we are on the way”
- “Forward calls to my cell after hours”
What you get
| Part | This System |
|---|---|
| Starts | Opt-in: it wakes with the Product Templates that need it. |
| Built from | Telephony, AI gateway, Media, Phone numbers |
Nouns it owns
| Noun | Definition |
|---|---|
| Channel | A Channel is a place Messages flow, such as a chat channel, a Mailbox, or an SMS number. |
| Message | A Message is one communication from any party over one medium, such as email, SMS, or chat, inbound or outbound. |
| Recording | A Recording is the replay of one Visit or one agent browser session, masked at capture. |
Verbs
| Verb | Object | Approval | Event |
|---|---|---|---|
| Channel.create | Channel | None | Channel.created |
| Message.create | Message | None | Message.created |
| Conversation.escalate | Conversation | None | Conversation.escalated |
Events
| Direction | Event | How |
|---|---|---|
| Emits | Channel.created | By Channel.create |
| Emits | Message.created | By Message.create |
| Emits | Conversation.escalated | By Conversation.escalate |
States
None.
Who operates it
| Part | This System |
|---|---|
| Accountable | Customer Lead |
| Team | Customer Team |
| Seat | A role agent holds it until a Human is seated. |
| Autonomy | supervised |
| Also calls its Verbs | Designer, Researcher, Security Engineer, Sales Engineer, Prospector, Onboarding Specialist, Success Manager, Operations Lead, Delivery Manager, Risk Analyst, Finance Lead, Billing Specialist, Treasurer, Legal Lead, Compliance Officer, Privacy Officer, Contracts Manager, People Lead, Communications Lead |
Approvals and limits
| Verb | Rule | Detail |
|---|---|---|
| Message.create | Mandate answer for the Customer Lead | Answers Conversations and sends Messages, each through the Startup’s Guards. |
Processes that use it
Rail underneath
None.
Views and dashboards
| View | Shows | Metrics |
|---|---|---|
| The Customer Lead’s view | The Metrics its accountable Role answers for. | Month-3 retention, Net revenue retention, Logo churn, Repeat purchase rate, First response time, First responses on time, Resolution time, Agent resolution rate |
Access
What each Access level may call here.
| Access level | May call |
|---|---|
owner | Every Verb (13) |
admin | Every Verb (13) |
member | Every Verb (13) |
viewer | Read only (6 of 13) |
Import and export
None.
Fees and pricing
Carrier charges for numbers, minutes and texts pass through at cost and post to the Ledger as they are billed.
Availability and limits
| Part | This System |
|---|---|
| Status | Beta: it works, and its Verbs may still change |
| Limit | Business texting starts once carriers approve the Startup’s messaging registration. |
Compliance notes
Texts honor Consent and STOP replies, and every agent call says it is an agent; call scripts stay the founder’s.
Related Systems
- Notices
- Support
- Mailboxes
- Product analytics: also holds Recording
- Discussions: also holds Channel
Example
A Licensed-human marketplace of remote notaries answers its main number with a voice Agent. The Agent books 70% of callers straight into a session. A caller with a contested estate document transfers to the notary on duty, with the transcript attached.