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

# Platform Overview

> How the Osvi platform fits together — agents, calls, campaigns, chat, and analytics

## What is Osvi?

Osvi lets you deploy AI agents that hold real phone conversations and chat sessions with your customers — handling support, sales, reminders, collections, and scheduling without human involvement. You configure agents in the dashboard, connect them to phone numbers or your own systems, and review every conversation afterwards with recordings, transcripts, and structured analysis.

## Core concepts

### Agents

An **agent** is the core unit of Osvi. It bundles everything that defines a conversation:

* **Personality and behaviour** — a system prompt
* **Voice** — a text-to-speech voice from the [voice catalogue](/platform/voices)
* **Hearing** — a speech-to-text provider and language
* **Intelligence** — an LLM provider and model
* **Knowledge** — optional [knowledge base](/platform/knowledge-base) documents the agent can search mid-conversation
* **Tools** — actions like transferring the call to a human

Agents come in two modes — **voice** (phone and web calls) and **chat** (text) — and two prompt structures, single and multi prompt. See [Agents](/platform/agents) for the full configuration surface.

### Calls

A **call** is one phone or web conversation between an agent and a person. Calls are either **inbound** (someone dials a number attached to your agent) or **outbound** (started by a campaign or by [`POST /v1/call`](/api-reference/endpoint/call_v1)). Every call produces a record in [Conversations](/platform/conversations) with its recording, turn-by-turn transcript, status (`picked`, `not_picked`, `failed`, `busy`, `voicemail`), and — if enabled — [post-call analysis](/platform/call-analysis) results.

### Campaigns

A **campaign** is calling at scale. Upload a CSV of contacts, assign one or more agents, and Osvi works through the list — handling scheduling windows, retries for unanswered calls, duplicate detection, and do-not-disturb exclusions. See [Campaigns](/platform/campaigns).

### Chat sessions

A **chat session** is a stateful text conversation between a customer and a chat agent. Sessions can run fully autonomously, request human help, be taken over live by an operator, or escalate into a phone call. See [Chat agents](/platform/chat-agents).

### Knowledge base

Documents you upload that agents can search during a conversation to answer questions from your actual content rather than the model's general knowledge. See [Knowledge base](/platform/knowledge-base).

### Phone numbers

The numbers your agents call from and answer on. Buy numbers directly in the dashboard or bring your own via a SIP carrier integration. See [Phone numbers](/platform/phone-numbers).

## How a call flows through the platform

1. **Trigger** — an inbound dial, a campaign queue, or an API request starts the call.
2. **Conversation** — the agent listens, thinks, and speaks in real time, using its prompt, knowledge base, and tools. [Call settings](/platform/call-settings) govern interruptions, silences, and audio.
3. **Wrap-up** — the call ends, the recording and transcript land in [Conversations](/platform/conversations), and [call analysis](/platform/call-analysis) extracts a summary, data fields, and tags — delivered to your webhooks or Google Sheets.

## The dashboard

The **Home** page summarises your operation over the last 7, 14, 30, or 90 days: call volume by outcome, answer rate, duration, which agents are busiest, and what hours your traffic actually lands in — the last of these being the useful one when you're picking a campaign window.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.