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Documentation Index

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

Use this file to discover all available pages before exploring further.

Points of Contact Phone tab in light mode
A Point of Contact (POC) is the bridge between a customer and a flow. It’s the channel — phone number, SMS line, email address, web chat snippet, or Slack workspace — that customers reach the AI agent through. Each POC ties a channel to exactly one flow and the routing rules that control how interactions are distributed.

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Accessing Points of Contact

Navigate to Agent > Points of Contact in the left sidebar. The page is organized into five tabs, one per channel type: Phone, SMS, Email, Web, Slack.
To get new phone numbers or email addresses provisioned, consult your account representative. Only authorized contact points can be added.

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Channel tabs

Each tab shows a table of configured POCs with the columns relevant to that channel.

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Phone

Voice POCs route incoming phone calls to a flow.
ColumnWhat it shows
Friendly NameAn internal label (e.g., “Main Support Line”).
AI Phone NumberThe number assigned to the AI agent.
FlowThe flow this number runs.
AI Handle / ModeRouting mode and AI-handled percentage (e.g., “On (100%)”).
Fallback Phone NumberWhere calls go when the AI does not handle them.

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SMS

SMS tab in light mode
SMS POCs route text messages to a flow. Each row shows Friendly Name, AI Phone Number, and Flow.

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Email

Email tab in light mode
Email POCs handle inbound mail. Additional columns:
  • Email — the address customers email.
  • Status — health indicator for the email connection (e.g., Healthy).
  • Health Check — runs a connectivity check against Microsoft Graph or SendGrid.
  • Display Name — the name shown in the agent’s outgoing replies.
  • Handling Mode — how inbound mail is processed (e.g., Always Agent).

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Web

Web tab in light mode
Web POCs are chat-widget links you embed on a site. Each row shows the Chat Code (a UUID used in the embed snippet), the Flow it runs, and the Voice assignment (used when the chat supports voice input). See iframe integration and script tag integration for how to embed a web POC.

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Slack

Slack POCs connect a flow to a Slack workspace. Click Create if the tab is empty; the create flow walks you through Slack OAuth.

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Creating a POC

Click Create in the top-right and pick the channel type. Required fields vary by channel:
  • Friendly Name — internal label.
  • Channel Type — Phone, SMS, Email, Web, or Slack.
  • Flow — the flow this POC routes to.
  • Phone Number / Email / Chat Code — the channel-specific identifier.
  • Environment — Production or Internal Testing.
  • For voice channels: Speech to Text Runner, Speech to Text Model, Speech to Text Endpointing, Voice, Background Noise.

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Editing a POC

Click the edit (pencil) icon on a row. The Edit Configuration page has three tabs.

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Details

Edit POC Details tab in light mode
The AI Phone Number is read-only; everything else is editable:
  • Friendly Name — internal label.
  • Used For — Production or Internal Testing.

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Routing

Edit POC Routing tab in light mode
Controls how incoming interactions are distributed.
  • Routing Mode — On or Schedule.
    • On: AI is always active. Configure AI Handle Percentage (0-100%) to split traffic between AI and fallback. The remaining percentage transfers to the Fallback Phone Number.
    • Schedule: AI is active only during configured time windows. Click Edit Schedule to open the schedule editor — see Schedule.
  • Fallback Phone Number — where unhandled calls go.

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Variants

Edit POC Variants tab in light mode
Variants let you A/B test multiple flow configurations on the same POC. Each variant has:
  • Handle Percentage — share of calls routed to this variant. Variants must sum to 100%.
  • Draft Flow — the flow this variant runs.
  • Version — a specific published version. Leave empty to track the draft (any edit takes effect immediately).
  • Voice — synthetic voice for this variant.
  • Speech to Text Runner / Model / Endpointing — voice transcription settings.
  • Background Noise — ambient call center sounds during voice calls.
Use Add variant to create a new variant; the × button removes one.

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Tips

  • Friendly names matter. “Main Support Line” beats “+1 (555) 555-0101” when you have 30 POCs.
  • Roll out gradually. Use the AI Handle Percentage slider to ramp the AI from 10% to 100% over a few days.
  • Test before going live. Set Used For to Internal Testing while iterating; flip to Production when ready.
  • Plan fallback explicitly. Every Phone POC needs a fallback number — don’t leave it empty.

Schedule

Set time-of-day routing windows.

Agent voices

Pick the AI’s synthetic voice.

iframe integration

Embed a Web POC.

Outbound

Run outbound campaigns from a verified caller ID.