DialNexa Platform Concepts

Understand DialNexa platform concepts such as agents, versions, providers, phone numbers, batch calls, workflows, integrations, webhooks, keys, and call logs.

DialNexa platform concepts explain who owns each part of a call. An agent defines the conversation, a published version freezes behavior, a phone number routes traffic, providers power the voice stack, integrations move outcomes into other tools, and Call History proves what happened.

When something looks broken, ask which object owns the decision. Most mysteries become boring after you find the owner. Boring is excellent in production.

Core Concepts And Owners

Concept	Controls	Common proof point
Agent	Prompt, language, voice, model, transcriber, functions, settings, webhooks, post-call fields.	Agent version and test call output.
Provider stack	Speech to text, LLM, text to speech, telephony route, and integrations.	Provider selections and call evidence.
Phone number	Inbound agent, outbound agent, provider, country code, SIP trunk state, rental status.	Successful inbound or outbound call log.
Batch call	Recipient file, selected outbound number, schedule, retry count, retry interval, launch state.	Campaign-linked call logs and recipient results.
Workflow	Nodes, edges, leads, waits, conditions, application actions, execution status.	Lead history and workflow call logs.
Integration	Organization-level connection and available actions used by agents or workflows.	Connection status and integration invocation result.
Webhook	Outbound event delivery to your HTTPS endpoint.	Webhook status, secret, delivery attempts, response codes.

Provider Stack Concepts

Layer	Public choices	Owner in the dashboard
Speech to text	Deepgram and Soniox.	Agent language, model, voice, and transcriber selectors plus Speech Settings.
LLM	OpenAI, Google, and Groq where enabled.	Model selector and model settings.
Text to speech	ElevenLabs and Cartesia.	Voice selector and voice settings.
Telephony	Plivo number purchase, SIP trunking, and web calls.	Phone Numbers, SIP trunk modal, web call surfaces.
Actions	Wati, Resend, Custom Functions, and webhooks.	Integrations, Functions, Workflows, and API Access.

How A Call Gets Its Behavior

A live call is assembled from more than one place.

Conversation contract

The published agent version supplies instructions, language, voice, model, transcriber, default variables, functions, and analysis fields.

Route contract

The selected phone number decides whether the call is inbound or outbound and which published agent version is attached.

Launch contract

The call starter supplies recipient phone number, dynamic variable values, metadata, workflow context, or batch context.

Evidence contract

Call History stores status, transcript, recording, summary, extracted fields, transfer data, retry state, and exportable rows.

Follow One Call Across The Product

1. Open the agent version

   Confirm the version title, publish state, prompt, language, voice, model, and transcriber.

2. Check the assigned route

   Open Phone Numbers and confirm the number has the intended inbound or outbound agent version.

3. Start the call from the right surface

   Use a test call, single outbound call, batch campaign, workflow call node, or web call based on the use case.

4. Inspect the call log

   Use Call History to read the status, transcript, recording, summary, post-call fields, and any retry or transfer details.

5. Trace issues to the owner

   Bad audio belongs to the route or transcriber. Bad content belongs to prompt, model, variables, or functions. Bad follow-up belongs to workflows or integrations.

Terms That Sound Similar

Agent webhook and external webhook

Agent webhooks enable real-time notifications for an agent. External webhooks are workspace-level delivery endpoints configured in the Webhooks tab.

Dynamic variables and default variables

Dynamic variables are placeholders supplied at call time. Default variables are fallback values saved on the agent version when a caller, CSV, or API request does not provide a value.

Batch Calls and Workflows

Batch Calls are list-based outbound campaigns. Workflows are node-based automations that can call, wait, branch, and run application actions.

Transcript and summary

The transcript is the conversation record. The summary is generated from the conversation and is shorter by design.

Related Reading

Platform Map

Use the dashboard map after learning the concepts.

Voice AI Overview

Understand the provider stack.

Agents Overview

See how concepts appear in the agent UI.

Call Data Model

Understand what a call log stores.

Dashboard Integrations

See how calls move into WhatsApp, email, workflows, and external tools.

Integration Catalog

Browse provider and business-system pages.