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

# How Vocal works

> The five concepts behind Vocal: workspaces, AI agents, numbers, call flows, and workflows.

Vocal replaces a traditional business phone system with one where an AI agent is the front line. Five concepts explain the whole product.

## Workspace

Your workspace is your business on Vocal — it holds your numbers, agents, call history, contacts, and team. Invite teammates as **members**; each member can take calls, text, and manage the workspace. Plans are billed per member, and each member includes a phone number.

## AI agents

An **agent** is a complete AI receptionist: its personality and rules, its voice, what it knows about your business, and the steps it follows on a call. Most businesses run one agent; you can create more for different purposes (an after-hours agent, a dedicated intake line, an outbound caller).

Agents have a **draft** and a **published** version. You edit and test the draft freely — live callers always get the published version until you hit **Publish**.

## Phone numbers

Numbers are what the outside world dials and texts. Get new local or toll-free numbers instantly, or [port your existing number](/numbers/porting). Each number decides what answers it through its call flow.

## Call flows

A **call flow** is the routing decision tree for a number — what happens in the first seconds of a call. Check business hours, recognize the caller, play a menu, ring your team, or send the call straight to your AI agent. The default flow is the simplest one: the AI answers everything, 24/7. See [Call flows](/calls/call-flows).

## Workflows

Once the AI agent picks up, its **workflow** shapes the conversation — greet, answer questions, collect details, book, text a link, transfer to a human, and end with an outcome you define. You edit it visually or by describing what you want to the built-in AI co-pilot. See [The workflow editor](/agent/workflow).

## What happens on a call

1. Someone dials your number.
2. The number's **call flow** runs — hours, menus, or team ringing if you've set them up.
3. Your **AI agent** answers and has a real conversation: it answers from its [knowledge](/agent/knowledge), captures the caller's details, books or texts, and transfers to your team when needed.
4. After the call, Vocal writes a summary, extracts the important details, and files everything in your **Inbox** — recording, transcript, and all.

## Where things live in the app

| Section       | What's there                                                         |
| ------------- | -------------------------------------------------------------------- |
| **Inbox**     | Every call with recording, transcript, summary, and captured details |
| **Phone**     | Your softphone — keypad, recent calls, voicemail, recordings         |
| **Messages**  | Text conversations on your numbers                                   |
| **Contacts**  | People who've called or texted, plus lists you add                   |
| **AI Agents** | Create, edit, test, and publish agents                               |
| **Live**      | Calls happening right now                                            |
| **Team**      | Members and internal team chat                                       |
| **Settings**  | Numbers, ring groups, compliance, billing, and workspace settings    |