How records relate
From contact to service
A contact can have several calls and conversations. AI or a person handles them according to interaction type and assignment settings. History shows what happened without creating a new contact for every interaction. A board represents contact progress through stages. A queue distributes calls among people. A team groups members. They can work together, but configuring one does not create the others.Three access controls
Availability determines whether a module is enabled for the organization. The plan defines access and limits. A person’s role and scope determine what they can do. Check all three when a feature is missing.Instructions, tools and knowledge
Instructions explain how to act. Tools execute actions or queries. Knowledge supplies business information. A prompt that says “book an appointment” also needs a configured booking tool.Frequently asked questions
Can a text agent also handle calls?
Can a text agent also handle calls?
They are separate types with different settings. Create the type needed for the interaction you want to handle.
Is a conversation the same as a contact?
Is a conversation the same as a contact?
No. A contact represents a person and can have several associated conversations and calls.
Does a team replace a role?
Does a team replace a role?
No. Teams group people; roles define permissions. See Teams.