VoiceAI Platform: Concepts & Glossary

Welcome to the VoiceAI documentation. Here you'll find clear explanations of all the key terms, technologies, and workflows that power modern voice AI telephony. Whether you're new or experienced, this page will help you understand how everything fits together—and how this app makes it easy.

Twilio

Telephony

Twilio is a cloud communications platform that provides APIs for voice, SMS, and other messaging services. In VoiceAI, Twilio is used to connect phone calls to AI agents, manage phone numbers, and handle telephony infrastructure without needing physical hardware.

LiveKit

Real-time

LiveKit is a real-time audio/video infrastructure platform. In VoiceAI, it is used to bridge SIP telephony with WebRTC and AI agents, enabling scalable, low-latency, real-time voice communication between callers and AI.

UDP vs TCP

Networking

UDP (User Datagram Protocol) and TCP (Transmission Control Protocol) are two core internet protocols. UDP is fast and connectionless, ideal for real-time audio (like calls), but less reliable. TCP is reliable and ordered, used for data where accuracy matters. Telephony often uses UDP for speed.

WebRTC

Real-time

WebRTC (Web Real-Time Communication) is a technology that enables browsers and apps to communicate with audio, video, and data in real time. VoiceAI uses WebRTC to connect AI agents and callers with low latency.

WebSocket

Networking

WebSocket is a protocol for two-way communication between client and server over a single, long-lived connection. In VoiceAI, it is used for real-time signaling, control, and streaming data between services.

Session Initiation Protocol (SIP)

Telephony

SIP is a signaling protocol used to initiate, maintain, and terminate real-time sessions (like voice calls) over IP networks. VoiceAI uses SIP to connect telephony providers (like Twilio) with real-time platforms (like LiveKit).

SIP URL

Telephony

A SIP URL (e.g., sip:agent@domain.com) is an address used to route calls over SIP networks. It identifies endpoints (like AI agents or trunks) in telephony workflows.

Inbound Trunk

Telephony

An inbound trunk is a virtual phone line that receives incoming calls from the public telephone network and routes them into your system (e.g., to an AI agent).

Outbound Trunk

Telephony

An outbound trunk is a virtual phone line used to place outgoing calls from your system to the public telephone network.

Dispatch Rule

Routing

A dispatch rule defines how incoming calls are routed to specific AI agents or workflows based on criteria like caller, time, or intent. This enables intelligent call distribution.

Voice AI Agent

AI

A Voice AI Agent is an AI-powered conversational entity that can answer phone calls, understand speech, and respond naturally. In VoiceAI, agents can handle tasks like customer support, scheduling, or information retrieval.

Workflow

Automation

A workflow is a sequence of automated steps or logic that defines how calls are processed. For example, a workflow might route a call to Agent A, then escalate to Agent B if needed. Workflows can involve multiple agents and complex logic.

Function Calling

AI

Function calling allows an AI agent to trigger external functions or APIs during a conversation (e.g., booking an appointment, sending a text). This enables VoiceAI agents to take real actions, not just converse.

Voice AI Telephony Solutions

Industry

Voice AI telephony solutions combine telephony infrastructure with AI to automate and enhance phone-based interactions. They enable businesses to scale support, sales, and operations with intelligent, automated voice agents.

Why Now?

Trends

Advances in AI, cloud telephony, and real-time infrastructure have made it possible to build scalable, intelligent voice solutions. Costs have dropped, APIs are mature, and customer expectations for automation are higher than ever.

What This App Integrates

Platform

This app integrates Twilio (telephony), LiveKit (real-time), OpenAI (AI), and workflow automation into a single, unified platform. It bridges the gap between phone calls, AI, and business logic.

Why It Was Complex Before

Platform

Previously, integrating telephony, AI, and real-time infrastructure required deep expertise, custom code, and managing multiple vendors. Each piece had its own APIs, protocols, and quirks. This app abstracts and automates the hard parts.

How This App Streamlines It

Platform

This app provides a unified dashboard, prebuilt integrations, and workflow tools. You can connect providers, configure agents, and design call flows visually—no need to stitch together APIs or manage infrastructure.

Common Workflows

Automation

Common workflows include: routing calls to the right agent, escalating from AI to human, booking appointments, sending follow-ups, and integrating with CRMs. This app lets you build these visually and automate them end-to-end.

Session

Telephony

A session is a complete interaction between a caller and an agent (AI or human), including audio, transcript, and metadata.

Task (vs. Workflow)

AI

A task is a single action an AI agent can perform (e.g., answer a question, book a meeting). A workflow is a series of tasks and logic, possibly involving multiple agents and steps.

Getting Started

Set up your VoiceAI platform and make your first call

Platform Overview

Understanding the VoiceAI ecosystem and components

5 min
Beginner

Account Setup & Onboarding

Complete the onboarding process and configure your account

8 min
Beginner

First Voice AI Call

Make your first AI-powered phone call using the platform

12 min
Beginner

Dashboard Navigation

Learn how to navigate the dashboard and access features

4 min
Beginner

Twilio Integration

Configure Twilio for voice calls and phone number management

Twilio Account Setup

Create and configure your Twilio account for voice calls

10 min
Intermediate

Phone Number Management

Purchase and manage phone numbers for your AI agents

8 min
Intermediate

SIP Trunk Configuration

Set up SIP trunks for scalable voice communication

15 min
Advanced

Origination URLs

Configure webhook endpoints for call handling

12 min
Advanced

Call Routing & Logic

Implement intelligent call routing and handling

10 min
Advanced

LiveKit Integration

Set up LiveKit for real-time communication and SIP connectivity

LiveKit Project Setup

Create and configure your LiveKit project

8 min
Intermediate

SIP Inbound Trunks

Configure SIP trunks to receive incoming calls

12 min
Advanced

Dispatch Rules

Set up rules for routing calls to AI agents

10 min
Advanced

SIP Token Generation

Generate and manage SIP authentication tokens

6 min
Intermediate

Real-time Communication

Understanding WebRTC and real-time audio processing

8 min
Intermediate

AI Agents & Voice

Configure AI models and voice synthesis for your agents

OpenAI Integration

Connect OpenAI models for natural language processing

8 min
Intermediate

Voice Synthesis Setup

Configure voice models and speech synthesis

10 min
Intermediate

Agent Personality Design

Create custom personalities and conversation flows

15 min
Advanced

System Prompts

Write effective prompts for your AI agents

12 min
Advanced

Conversation Management

Handle multi-turn conversations and context

10 min
Advanced

Call Management

Monitor, analyze, and manage your voice calls

Call Analytics Dashboard

Monitor call metrics, duration, and success rates

8 min
Intermediate

Call Recording & Storage

Record calls and manage audio files

6 min
Intermediate

Transcript Analysis

Analyze call transcripts and extract insights

10 min
Advanced

Call Scheduling

Schedule automated calls and reminders

8 min
Intermediate

Call Quality Monitoring

Monitor audio quality and connection stability

7 min
Intermediate

Workflows & Automation

Create automated workflows and business processes

Workflow Builder

Create automated call workflows and sequences

15 min
Advanced

Conditional Logic

Implement if/then logic in your call flows

12 min
Advanced

Integration Webhooks

Connect with external systems via webhooks

10 min
Advanced

Data Collection

Collect and store data from conversations

8 min
Intermediate

Error Handling

Handle errors and edge cases in workflows

10 min
Advanced

Platform Glossary

Key terms and concepts used throughout the VoiceAI platform

SIP Trunk

Infrastructure

A virtual phone line that connects your system to the public telephone network via the internet. In VoiceAI, SIP trunks handle incoming and outgoing calls.

Inbound Trunk

Infrastructure

A SIP trunk configured to receive incoming calls. LiveKit inbound trunks route calls to your AI agents.

Dispatch Rule

LiveKit

A LiveKit configuration that determines how incoming calls are routed to specific AI agents or workflows.

Origination URL

Twilio

A webhook endpoint that Twilio calls when making outbound calls. It contains the logic for call handling.

SIP Token

LiveKit

An authentication token used to connect to LiveKit SIP services. Required for SIP trunk authentication.

Voice Agent

AI

An AI-powered conversational agent that can handle phone calls, understand speech, and respond naturally.

System Prompt

AI

Instructions given to the AI model that define the agent's personality, capabilities, and behavior.

WebRTC

Technology

Real-time communication protocol that enables voice and video calls directly in web browsers.

Call Session

Call Management

A complete interaction between a caller and an AI agent, including audio, transcript, and metadata.

Workflow

Automation

A series of automated steps that define how calls are processed, including decision points and actions.