How Phynxa works
What happens from the moment a caller dials to the moment the call record appears, and which parts you control.
Understanding the path of a call makes every setting easier to place.
The path of a call
- A call arrives. A caller dials a number that belongs to your phone provider (Twilio, Telnyx, Plivo, Vonage or Exotel). The provider asks Phynxa what to do, using a web address you copied into the provider's console. Phynxa answers with the agent assigned to that number.
- The agent listens. The caller's speech is turned into text by the agent's Hearing setting.
- The agent thinks. A language model reads the conversation, your instructions, anything it found in your knowledge base, and decides what to say or which tool to use.
- The agent speaks. The reply is turned into speech by the agent's Voice setting and played to the caller. If the caller interrupts, the agent stops and listens.
- Tools run when needed. If the agent decides to look up an order, book a slot or save a lead, it calls a tool (one of your API endpoints, or a connected app) and uses the result in its next sentence.
- The call ends. The agent says goodbye and hangs up, the caller hangs up, or the call is handed to a person.
- Phynxa reviews the call. Unless you switched it off, it writes a summary and works out the caller's intent, tone and an outcome. It stores the transcript and the cost.
- Your systems are told. If the agent has a webhook, the finished call is posted to your endpoint. If it uses a form, the collected details are saved under Appointments.
What is built in and what is yours
| Part | Who provides it | Where you control it |
|---|---|---|
| Language model, speech recognition, voice | Phynxa. You choose from a list; you do not need your own keys. | Agent page: Model, Voice and Hearing |
| Phone numbers and calling | You, from your own provider account | Phone numbers |
| Your knowledge | You | Knowledge |
| Tools and connected apps | You connect your own accounts | Tools and Integrations |
| Review, transcript, cost | Phynxa | History |
Note. Phone calls are carried by your provider, so call quality on the phone line, per-minute phone charges, number availability and country rules are the provider's, not Phynxa's. The guides mark which steps happen in the provider's console.
Browser tests use the same agent
The Talk and Chat buttons on an agent run the same instructions, tools and knowledge as a phone call, so you can test before you connect a number. A browser test does not use a phone line.
Related guides
Something here does not match what you see in the dashboard? Let us know.