How it fits together · BluePenguin Docs

Know what each part does. See how assistants, numbers, tools and workflows fit together.

Object	What it is
Business	Your account. It holds your business details, hours, team, numbers and everything else on this page. Every record belongs to exactly one business.
Assistant	What answers a call: instructions, first message, voice, model, tools and analysis. You can have several, for example one per line or per language.
Phone number	A number from us, or a line on your own PBX reached through a SIP trunk. Each number is answered by one assistant.
Call	One conversation on the phone or in the browser, with its recording, transcript, summary, outcome, analysis and timings.
Contact	A caller. Contacts are created and updated from calls and texts, and each one keeps its history.
Appointment	A booking in the built-in calendar. It can be assigned to a teammate and synced to their own calendar.
Knowledge	Your business details plus the documents the assistant can search.
Tool	Something the assistant can do during a call. Built-in tools book, transfer and text; your own tools call APIs, run code or reach your server.
Workflow	A visual graph that runs a call step by step, or runs automations when a call starts or ends.

#One call from start to finish

The call reaches a number, and the number points to an assistant or a workflow.
BluePenguin builds the prompt from your instructions, business details, today's hours and the call's variables, such as the caller's name.
During the call the assistant may use tools to check availability, book, take a message, transfer or text.
After the call it is summarised and scored, the contact is updated, follow-up tasks are created and webhooks fire.