Core concepts

How VoicEra works — the ideas behind the code, in dependency order.

The engineering model behind VoicEra. These pages explain why the system is shaped the way it is; the Reference section gives the exact contracts.

Reading in order works, but is not required. If you only have ten minutes, read Architecture and Voice pipeline — everything else builds on those two.

Start here

Page	What it answers
Architecture	What the containers are and how they fit together.
Voice pipeline	What happens between a caller speaking and the agent replying.
Data flow	What moves where, for each call scenario.

The domain

Page	What it answers
Agents and agent categories	What an agent is, and why telephony and websocket behave differently.
Calls and call artifacts	Call types, statuses, and where recordings and transcripts land.
Campaigns	CSV-driven outbound at volume: batches, retries, circuit breakers.
Knowledge base (RAG)	Grounding answers in your own documents.

Providers and telephony

Page	What it answers
Telephony model	One /answer webhook serving multiple carriers.

How providers plug in, how credentials are encrypted, how organisations and roles are scoped, why calls get queued or refused under concurrency limits, and why the data store speaks the MongoDB wire protocol — these are implementation details for people extending or operating the system, not product concepts. They live in the Developer tab’s System architecture group.

Platform

Page	What it answers
Glossary	Every term this documentation assumes.

Related

• Services — the same system, from the operator’s side
• System architecture — providers, multi-tenancy, and the data store, for the people extending or running the system
• Repository layout — where each concept lives in code