Your workspace and team
A workspace is your business on Vocal. It holds your numbers, calls, texts, contacts, and people. Everyone in it is a member with one of three roles:
A manager isn’t a role. It’s someone who manages a group: they can see the calls, texts, and stats for the numbers in that group, and nothing beyond it. See Members and roles.
Numbers and the people on them
A number is what your customers dial and text. Each member on a paid plan gets one number included, and you can add shared numbers for a desk or a team. Every number has Users, the people on it. They’re who the number rings, and they’re who can see its calls and texts. Owners and Admins see every number. A recruiter on the recruiting line sees that line’s conversations; a dispatcher who isn’t on it doesn’t.The Inbox
Calls, texts, and tasks from your numbers land in the Inbox:- Chats holds text conversations, one thread per pair of your number and theirs.
- Calls lists calls with the transcript, an AI summary, and the recording on plans that include it.
- Tasks collects follow-ups pulled from calls, linked back to the conversation they came from.
Call flows
A call flow decides what happens when someone calls a number. Every new number starts with the same one: ring the number’s Users for about 20 seconds, then send the caller to voicemail. Owners and Admins can add business hours or send after-hours calls somewhere else. See Call flows.How AI helps
AI works in the background on your team’s conversations:- Calls get live transcripts and AI summaries.
- Iris answers questions like “Which applicants did we talk to today?” from your real calls and texts, with links to the conversations it used.
Where things live in the app
Owners, Admins, and group managers also see Alerts and Live, which shows calls happening now.