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DialNexa platform concepts explain who owns each part of a call. An agent defines the conversation, a published version freezes behavior, a phone number routes traffic, providers power the voice stack, integrations move outcomes into other tools, and Call History proves what happened.
When something looks wrong, first identify which object owns the behavior. This narrows the investigation before you change agent or route settings.

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DialNexa Platform Concepts And Owners

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Provider Stack Concepts

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How A Call Gets Its Behavior

A live call is assembled from more than one place.

Conversation contract

The published agent version supplies instructions, language, voice, model, transcriber, default variables, functions, and analysis fields.

Route contract

The selected phone number decides whether the call is inbound or outbound and which published agent version is attached.

Launch contract

The call starter supplies recipient phone number, dynamic variable values, metadata, workflow context, or batch context.

Evidence contract

Call History stores status, transcript, recording, summary, extracted fields, transfer data, retry state, and exportable rows.

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Follow One Call Across The Product

1

Open the agent version

Confirm the version title, publish state, prompt, language, voice, model, and transcriber.
2

Check the assigned route

Open Phone Numbers and confirm the number has the intended inbound or outbound agent, and that the agent has a published version.
3

Start the call from the right surface

Use a test call, single outbound call, batch campaign, workflow call node, or web call based on the use case.
4

Inspect the call log

Use Call History to read the status, transcript, recording, summary, post-call fields, and any retry or transfer details.
5

Trace issues to the owner

Bad audio belongs to the route or transcriber. Bad content belongs to prompt, model, variables, or functions. Bad follow-up belongs to workflows or integrations.

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Terms That Sound Similar

Agent webhooks enable real-time notifications for an agent. External webhooks are workspace-level delivery endpoints configured in the Webhooks tab.
Dynamic variables are placeholders supplied at call time. Default variables are fallback values saved on the agent version when a caller, CSV, or API request does not provide a value.
Batch Calls are list-based outbound campaigns. Workflows are node-based automations that can call, wait, branch, and run application actions.
The transcript is the conversation record. The summary is generated from the conversation and is shorter by design.

Platform Map

Use the dashboard map after learning the concepts.

Voice AI Overview

Understand the provider stack.

Agents Overview

See how concepts appear in the agent UI.

Call Data Model

Understand what a call log stores.

Dashboard Integrations

See how calls move into WhatsApp, email, workflows, and external tools.

Integration Catalog

Browse provider and business-system pages.