Concepts overview
The Concepts section of the docs is broken into subgroups so you can jump straight to the topic you need, rather than scanning a flat list.- Overview — what UCaaS, CCaaS, and CPaaS are, the platform’s core data model, the operator observability map, and the platform-design principles behind provisioning and sync.
- Messaging & Routing — how outbound and inbound messaging reaches a channel, from sender resolution and SMPP edge routing through status DAGs, DLRs, retry/fallback chains, and segment/encoding details.
- Voice & Telephony — how calls are made and handled, including the softswitch, ACD queues, dialer pacing, number lifecycle, call recording, and media/transport planes.
- Delivery & Schedulers — the lifecycle views of scheduled sends, async workers, the scheduler fleet, and operational sentinels and escalation.
- Identity, Tenancy & Access — how tenants, subaccounts, authentication, roles, teams, custom domains, and risk rulings come together.
- Billing & Wallet — wallets, credits, charges, usage records, and pricing-rate resolution.
- CDP & Intelligence — the customer data pipeline: events, accounts, identity resolution, segments, scoring, conversations, session replay, recommendations, decisioning, and analytics.
- AI & Automation — the agent stack: architecture, run and presence lifecycles, knowledge, flow execution, hosted MCP, and QA evals.
- Compliance, Send Controls & Rates — consent, suppression, quiet hours, TCPA guardrails, rate limiting, warming, template lifecycles, WhatsApp quality, verification, and trust scores.
- Webhooks & Platform Models — webhook delivery/fan-out, idempotent retries, short-link behavior, marketplace listings, campaign and export models, and shared models (biometrics, caller verification, presence).