> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# ContactShip concepts

> Understand how organizations, agents, channels, contacts, conversations, calls and campaigns fit together.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="ContactShip" />

ContactShip connects AI agents and people through calls and messages. These concepts help you configure the platform and interpret records without confusing features.

## How records relate

| Concept      | Meaning                                   | Relationship                                         |
| ------------ | ----------------------------------------- | ---------------------------------------------------- |
| Organization | Workspace with data, members and settings | Check which one is active before working             |
| Member       | Person with app access                    | Their role determines actions and scope              |
| Voice agent  | AI that handles calls                     | Uses voice, instructions, tools and versions         |
| Text agent   | AI that handles written conversations     | Receives conversations through channel assignment    |
| Channel      | Messaging connection                      | Contains rules and conversations                     |
| Contact      | Person's CRM record                       | Collects information and associated activity         |
| Conversation | Exchange of messages in a channel         | Has a status and assignee                            |
| Call         | One voice interaction                     | Has a record, transcript and analysis when available |
| Campaign     | Operation over a contact list             | Can use calls or messages                            |

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="Is a conversation the same as a contact?">
    No. A contact represents a person and can have several associated conversations and calls.
  </Accordion>

  <Accordion title="Does a team replace a role?">
    No. Teams group people; roles define permissions. See [Teams](/en/organization/teams).
  </Accordion>
</AccordionGroup>

## See also

* [Glossary](/en/get-started/glossary)
* [Contacts](/en/contacts/contacts-and-properties)
* [Roles and permissions](/en/organization/roles-and-permissions)