Platform Basics
Whether you are building voice AI agents or reselling a white-label voice AI platform, these core concepts apply across PulsyAI.AI Assistant (Agent)
An AI assistant is a single AI configuration that handles phone calls or text messages. Each assistant has its own phone number, voice, call flow, and settings. An assistant can be Inbound, Outbound, or SMS.
Call Flow (Agent Script)
A call flow is the script that tells the AI how to behave during a call. It defines which questions to ask, what information to collect, and in what order. Use the prompt box to write the instructions your agent follows at each step of the conversation.
Knowledge Base
A knowledge base is the content an AI assistant uses to answer questions accurately. Upload your website or PDF documents, and once the status shows Ready, the content becomes the agent’s memory — when a caller asks a question, the AI fetches the answer directly from your source material and responds accordingly.
This content can also be pasted directly into the Call Flow prompt box to reduce response latency. More on this in a dedicated guide.
Voice Selection
A voice is the synthetic speaking voice your AI assistant uses on calls. Go to Global Settings → Voice and click Select Assistant Voice to choose one. You can also adjust the voice speed and voice volume to fine-tune how the AI sounds.Once inside the voice selector, you’ll see the full library — over 700 voices powered by Cartesia alone. Filter by gender, language, or provider to narrow down your options. Preview any voice before selecting it, and swap it out anytime.
Filtering by accent is coming soon.
The Three Agent Types
Every assistant in PulsyAI is one of three types, each built for a specific use case.Inbound
An inbound agent answers incoming calls. Used for customer service, appointment booking, lead qualification, and FAQ handling.
Outbound
An outbound agent calls contacts from an uploaded list. Used for prospecting, reminders, confirmations, and database reactivation.
SMS
An SMS agent handles text-message conversations. Used for campaigns, follow-ups, lead nurturing, and asynchronous support.
Latency & Endpointing
Endpointing is how an assistant decides when a caller has finished speaking before it responds. PulsyAI offers two endpointing modes: Time Based and Semantic.Time Based
Time based mode waits a fixed delay before the assistant responds. You choose one of three latency levels:Low — 1.5s
Best for outbound cold calling. Fast responses keep prospects engaged and reduce hang-ups.
Medium — 2.5s
Best for inbound customer service. Balances natural pacing with accurate information capture.
High — 3.5s
Best for technical or legal calls. Maximum accuracy when precision matters more than speed.
Semantic
Semantic Endpointing
Semantic mode does not rely on a fixed delay. The assistant intelligently detects when a caller has finished their thought by understanding the meaning of what is being said. For example, if a caller pauses while giving a phone number, the assistant waits instead of interrupting — producing the most natural-feeling conversations.
Actions
Actions are everything an AI assistant can do during a call beyond talking — transferring to a human, booking appointments, sending SMS, triggering notifications, and pushing data to your tools. Each action is connected to a specific step in the call flow.Call Transfer
Transfer the live call to a human agent when needed.
Booking
Book appointments during the call via Cal.com or a live API call to your own scheduling system.
Send SMS
Send a text message to the caller during or after the call.
Notifications
Alert your team after a call with extracted lead data.
Webhooks & Integrations
Push call data to a CRM, Zapier, Make, or any HTTPS endpoint.
Live API Call
Let the assistant call an external API in real time during the conversation.
Collect Keypad Input (DTMF)
Capture digits the caller types on their keypad — useful for inbound menus and verification.
Send DTMF Digits
Let the assistant send keypad tones during outbound calls — useful for navigating phone menus.
Call Back
Automatically call back inbound callers who hung up before the AI could help them — a second chance to connect and boost conversions.
Stale Conversations
Automatically re-engage SMS conversations that have gone quiet, with configurable timing and retry limits.
End Call
Gracefully terminate the call when the conversation is complete.
White-Label & Reselling Concepts
PulsyAI is built for partners who resell voice AI under their own brand. These concepts are central to how the platform works.Sub-Account
An isolated workspace for one of your clients, with its own assistants, phone numbers, call logs, and billing — all managed from your main account.
Multi-Tenant Architecture
A single platform serving many isolated clients at once. Each client has separated data, telephony, and branding.
White-Label
The platform appears under your brand, not PulsyAI’s. Your clients see your domain, logo, and branding — never PulsyAI.
Rebilling
Set your own prices and charge clients directly through your own Stripe account. You decide the markup.
BYOC (Bring Your Own Carrier)
BYOC lets you connect your own telephony carrier to PulsyAI through a SIP trunk, instead of using PulsyAI’s managed telephony. Connect carriers like Twilio, Bandwidth, or Telnyx and keep your existing contracts and rates.
Dedicated Instance
A fully isolated deployment with its own database and infrastructure, available to Enterprise partners for complete data isolation.
Developer API
The PulsyAI API is a full REST API that lets partners build custom integrations, automate agent management, and connect PulsyAI to their own systems programmatically. Explore the full interactive API reference in our Swagger documentation.
Support Terms
Call SID
A unique identifier assigned to every call. When contacting support about a specific call, always provide the Call SID so the team can locate and debug it.
Connect Action
A Connect Action links a configured integration to a call flow step. An integration must be connected as an action in the call flow to actually run.
Next Steps
Build a Script
Create your first call flow for an agent.
White-Label Setup
Configure sub-accounts, branding, and Stripe rebilling.