Call flow
When someone dials your agent’s phone number:1
Call received
Telnyx receives the inbound call and sends a webhook to AssistPulse.
2
Agent lookup
The system identifies which agent is linked to the called number and loads its configuration (instructions, voice, tools, knowledge base).
3
Session created
A real-time session is established with OpenAI’s Realtime API using your agent’s settings.
4
Conversation begins
The agent greets the caller based on its instructions. Audio streams bidirectionally in real time.
5
Tools and knowledge
During the conversation, the agent may:
- Search the knowledge base for relevant information
- Invoke connected tools (APIs, Google Maps, etc.)
- Follow the configured call flow for transfers
6
Call ends
When the call ends (caller hangs up, transfer, or timeout), the system:
- Saves the call record with duration and metadata
- Generates a transcript (if transcription is enabled)
- Runs AI analysis for summary and sentiment
- Logs token usage
Call transfers
If the agent determines a transfer is needed (based on instructions or the flow builder), it:- Announces the transfer to the caller.
- Initiates a SIP transfer to the configured number.
- The call is handed off to the destination number.
Transfer numbers must be configured in the flow builder or as a fallback number in agent settings.
Recording
Call recording can be enabled per agent in the agent settings. When enabled:- The full audio of each call is recorded
- Recordings are stored securely
- Recordings are accessible from the call detail view
Fallback behavior
If something goes wrong during a call (API error, timeout), the system falls back to:- The agent’s fallback number (if configured) — transfers the call to a human
- A polite error message if no fallback is available