Call Lifecycle

The call lifecycle is the path from an external call event to a searchable dashboard record.

Stages

1. Trigger: A provider sends an inbound, outbound, status, or recording event.
2. Verification: The app checks webhook signatures or shared secrets.
3. Persistence: The call or event is saved with provider identifiers.
4. Enrichment: Transcript, audio, sentiment, and custom fields are attached.
5. Review: Dashboard pages display calls, filters, KPIs, and outcomes.

Key records

• Call ID from the provider.
• User or client owner.
• Direction, caller, recipient, and duration.
• Agent name or code.
• Outcome flags such as answered, booked, transferred, or abandoned.

Operational note

Provider events can arrive more than once or out of order. Webhook handlers should update existing records by provider ID instead of assuming every event is new.