Requires: All roles
Last verified: 2026-09-21
References
Look-up tables and definitions. For step-by-step instructions, use the topic pages.
Glossary
| Term |
Meaning |
| Agent |
The AI voice worker that talks to customers on the phone. |
| Agent Definition |
The written instructions that tell an agent who it is and how to behave. |
| Tenant |
Your organisation's own private space in Vyom. Nobody outside it can see your agents, calls or documents. |
| Tenant identifier |
The short, unique name for your organisation, shown at the top of the console. |
| Role |
What a person may do: Tenant Viewer, Supervisor, Developer or Admin. |
| Group |
A team that decides which agents a person may open. |
| Inbound call |
A customer calls your agent. |
| Outbound call |
Your agent calls a customer. |
| Cascaded |
An agent built from three steps: speech-to-text, a language model, and text-to-speech. |
| Speech-to-Speech |
An agent built on one model that listens and speaks directly. |
| STT |
Speech-to-text. Turns the caller's speech into text. |
| LLM |
Large language model. Works out what to say. |
| TTS |
Text-to-speech. Turns the agent's words into a voice. |
| API key |
A secret code from an AI provider that lets Vyom use your account with them. |
| Action |
Something an agent can do during a call, such as look up a booking or send an email. |
| HTTP Tool |
An action that calls a web address. |
| MCP |
Model Context Protocol. A standard way for an agent to use another system's tools. |
| DTMF |
The tones a phone keypad makes. Used to capture digits the caller types. |
| Knowledge base |
A collection of your documents that agents can search. |
| Embedding model |
The tool that lets a knowledge base be searched by meaning. |
| Template |
An email or WhatsApp message with fixed wording and blanks for details that change. |
| Opt-in |
A customer's agreement to receive your messages. |
| SMTP |
The standard way a program sends email through a mail server. |
| Webhook |
A message one system sends to another when something happens, for example WhatsApp telling Vyom a message was delivered. |
| WABA |
WhatsApp Business Account. |
| SIP trunk |
The connection between Vyom and your telephony provider's account. |
| DID |
A phone number you have bought, also called a direct inward dial number. |
| Dispatch rule |
The rule that sends inbound calls for one number to one agent. |
| Escalation |
Bringing a person into a call: a transfer, a listen-in, or a takeover. |
| Blind transfer |
Moving the caller to another number. The agent leaves the call. |
| Listen-in |
A supervisor joins silently and listens. |
| Takeover |
A supervisor takes over the conversation from the agent. |
| Retention |
How long data is kept before it is deleted. |
| Run |
One launch of an outbound agent, from Call Now, a schedule or an event. |
Roles at a glance
The full table is in Role Based Access Control.
| Role |
In one line |
| Tenant Viewer |
Sees agents, launches outbound calls, reads call history. The starting role. |
| Tenant Supervisor |
Everything a Viewer does, plus joins live calls and reads Messaging History. |
| Tenant Developer |
Everything a Supervisor does, plus builds agents and sets up messaging and telephony. |
| Tenant Admin |
Everything a Developer does, plus manages people, groups, the organisation profile and retention. |
Statuses
| Where |
Value |
Meaning |
| Agent |
Draft, Active, Inactive |
Draft and Inactive cannot take calls. |
| Schedule |
Active, Paused, Completed |
Only Daily, Weekly and Monthly schedules can be paused. |
| Run |
Completed, In progress, Failed, Did not run |
The state of a launch. |
| Contact |
Pending, Calling, Completed, No answer, Failed |
The state of one person in the contact list. |
| Outbound call |
Completed, No Answer, Busy, Rejected, Failed |
The result of one call. |
| Email |
Sent, Failed |
Sent means the mail server accepted it. |
| WhatsApp |
Sent, Delivered, Failed |
Delivered means it reached the phone. |
| WhatsApp template |
Approved, Pending, Rejected |
Only Approved templates can be used. |
| Escalation |
Flagged, Monitored, Taken Over, Transferred (Accepted), Transferred (Failed) |
What happened to the call. |
| SIP trunk |
Registered, Saved |
Saved becomes Registered once a number is added. |
| Dispatch rule |
Live, Pending |
Live is active. |
| Erasure request |
pending, processing, completed, failed |
The state of a retention request. |
Languages
Default Language options in the Agent Builder:
| Language |
Code |
| English (US) |
en |
| English (India) |
en-in |
| Hindi |
hi |
| Tamil |
ta |
| Telugu |
te |
| Kannada |
kn |
| Arabic: Egyptian |
ar-eg |
| Arabic: Saudi |
ar-sa |
| Arabic: UAE / Gulf |
ar-ae |
| Arabic: Iraqi |
ar-iq |
| Arabic: Levantine |
ar-levant |
| Arabic: Moroccan |
ar-ma |
| Arabic: Algerian |
ar-dz |
| Arabic: Sudanese |
ar-sd |
| Uzbek |
uz |
See Agents That Speak Several Languages for what works with which pipeline.
AI providers and models
What you can choose in Configure Models. The window always shows the current list.
| Step |
Provider |
Models |
| Speech-to-Speech |
Gemini Live |
Gemini Live 2.5 Flash, Gemini Live 3.8 |
|
Vertex AI |
Gemini Live 2.5 Flash Native Audio |
| STT |
Deepgram |
Nova 3, Nova 2 |
|
ElevenLabs |
Scribe v2 |
|
Sarvam |
Saaras v4, Saaras v3 |
|
Munsit |
Arabic ASR |
| LLM |
GROQ |
GPT-OSS 20B, GPT-OSS 120B |
|
OpenAI |
GPT-4o, GPT-4o mini |
|
Gemini |
2.5 Flash-Lite, 3.5 Flash-Lite |
| TTS |
Cartesia |
Sonic-3 |
|
Deepgram |
Aura-2 |
|
ElevenLabs |
Flash v2.5, Eleven v4, Eleven v4 Turbo |
|
Sarvam |
Bulbul v4 Flash, Bulbul v3, Bulbul v2 |
|
Vakyam AI |
Raaga v1 (Indian languages) |
|
Gemini |
3.8 Flash TTS, 3.8 Flash-Lite TTS |
|
SmallestAI |
Waves |
|
Munsit |
Faseeh (Arabic) |
|
Eterna |
Edge, Lightning (no API key needed) |
Placeholders and variables
| Where |
Form |
Filled in with |
| Agent Definition and Agent Greeting |
{{contact_list_csv.column_name}} |
The value from the contact list, on outbound calls. |
| Email template |
{{variable_name}} |
A value the agent works out during the call. |
| WhatsApp template |
{{1}}, {{2}}, … |
The values named in the action's Variable fields, in order. |
| WhatsApp no-answer follow-up |
Column names, comma-separated |
The values from that contact's row. |
| HTTP Tool address |
:name |
The value of the parameter with that name. |
Files and formats
| For |
Accepted |
Notes |
| Contact list |
.csv, .xlsx |
Needs a phone number column: customer_mobile_number (or phone_number, phone, mobile_number, mobile, mobile_no, phone_no, contact_number). Name column optional. Every other column becomes a variable. A new upload replaces the old list. |
| Knowledge base documents |
.pdf, .txt, .csv, .html, .htm |
PDFs need real text. Word, Excel, PowerPoint and images are not supported. |
| Phone numbers |
Digits only |
With the country code, no + or spaces, for example 15550100. |
| Contact list phone numbers |
With country code |
For example +15550101. |
Event trigger reference
An event lets another system start calls. Full steps are in Launching Outbound Agents.
|
|
| Method |
POST to the event's Trigger URL |
| Header |
X-Event-Api-Key: <the event's API key> |
| One person |
{ "phone_number": "+15550101" } |
| Several people |
{ "contacts": [ { "customer_name": "…", "customer_mobile_number": "…" } ], "concurrency": 2 } |
| Reply |
Meaning |
| 200 |
Accepted. |
| 400 |
The body is wrong: send phone_number or contacts, not both, and include a phone number for each contact. |
| 401 |
The API key is wrong, or was regenerated. |
| 403 |
The event is switched off. |
Numbers and limits
| Item |
Value |
| Talk time limit |
From 15 seconds. Default 600 seconds (10 minutes). |
| Retention period |
1 to 36,500 days, or blank for indefinite. |
| Sign-in session |
About 8 hours. |
| HTTP Tool reply |
The agent sees the first 2,000 characters. The tool waits up to 10 seconds. |
| Escalation list refresh |
About every 15 seconds. |
| Messaging History |
25 messages per page. |
| Knowledge base search results (test) |
Up to three pieces of text. |
| Outbound concurrency |
Set by Max Concurrent Calls. Some phone providers allow only one at a time. |
Current limitations
These things are not built yet, or work differently from what you might expect.
| Area |
What to know |
| Calling Hours Window and Retry Attempts |
Saved with the agent, but not yet used to limit or repeat calls. |
| Answer Behavior (ring for 3 seconds) |
Saved, but the agent answers straight away. |
| DTMF keypad capture on outbound calls |
Not yet supported. |
| DTMF captured values |
Saved with the call record, but not yet shown in the console. |
| Groups |
Limit who can open an agent. They do not yet filter the Agents list, Agent Call History or live calls. |
| Adding and removing people |
Done in your sign-in account settings. The console does not add or remove people. Roles apply at the next sign-in. |
| Call transfer |
Blind transfer only. There is no warm transfer. Vyom cannot tell whether the destination answered. |
| Escalation alerts |
There is no push, text or email alert for a flagged call. Keep the page open. |
| Transcripts after a takeover |
The supervisor's words appear on the caller's side. |
| Call history |
No search, date filter or export. Call recordings are not played in the console. |
| Messaging History |
Read-only, with no export or resend. |
| Knowledge bases |
Any role can change them. The OpenAI embedding model is not enabled at the moment. Documents cannot be edited: delete and upload again. |
| Countries |
Six countries are offered for an agent's country and timezone. |
| Uzbek |
Not recommended for Cascaded agents. |
| Coming soon |
Agent Skills, Agent Insights, Testing Your Agents, and Billing & Payments. |
Getting help
Write to support@eternascisense.com. See Troubleshooting Agents for what to include.