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Documentation Index

Fetch the complete documentation index at: https://docs.dialai.ca/llms.txt

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Dialai dashboard in light mode
Dialai is a customer service platform where AI agents and human agents work side-by-side. AI agents handle the conversations they can, hand off cleanly when they can’t, and human agents jump in with full context. As an operator, you design those agents, watch them work in real time, and tune them as you learn what your customers actually need. These docs are written for the people running the platform day-to-day — supervisors, customer-success teams, and the operations staff who own flows, agents, and routing.

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Quick start

Key concepts

Glossary of flows, states, transitions, agents, points of contact, and more.

Build your first flow

A guided walkthrough of the flow editor, end to end.

Watch conversations live

Monitor in-progress calls, listen in, and step in when needed.

Triage the inbox

Handle transcripts that need human review or follow-up.

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How operators use Dialai

1

Define what the agent should do

Use Flows to lay out conversation paths — greetings, intents, branches, and handoffs. Use Thoughts to express how the agent should think at each state in plain language. Ground the agent in your own knowledge by uploading Documents or connecting an S3 / Confluence source.
2

Connect a channel

Wire a Point of Contact — a phone number, SMS line, email address, web chat snippet, or Slack workspace — to the flow. Each channel can run its own flow, or share one across many.
3

Test before you ship

Run Test Scenarios to assert behavior end-to-end. Use the in-product chat sandbox for quick iteration. Publish a flow only when its tests pass.
4

Watch it work

The Dashboard shows day-to-date and live operational metrics. Live View gives you a real-time pulse on every in-flight conversation. Conversations is the searchable archive of everything that already happened.
5

Tune as you learn

Use call review criteria, flagged conversations, and analytics to identify gaps. Refine flows, add documents, retrain — and ship the new version when you’re confident.

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What you can build

Flexible flows

Branching conversation flows with state-level instructions, function calls, and human-handoff rules.

Multiple channels

Voice, SMS, email, web chat, and Slack — each with its own routing and schedule.

Custom agent voice

Choose or tune the synthetic voice that represents your brand on every call.

Outbound campaigns

Run AI-driven outbound voice or email campaigns against a manifest of contacts.

Grounded knowledge

Upload documents or sync from Confluence and S3 so agents answer from your sources of truth.

Integrations

Embed an iframe, drop a script tag, or call the REST API to plug Dialai into existing systems.

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Looking for something else?

  • The Building & Managing Flows group covers everything about designing agents — start with Key concepts if you’re new.
  • The Monitoring group covers the day-to-day operator views — Dashboard, Conversations, Live View, Inbox.
  • The Settings group covers tenant-wide configuration — users, permissions, theming, environment variables.
Need help that isn’t in the docs? Email support@dialai.ca.