Before diving into specific features, it helps to understand how the core pieces of Live Bots 365 fit together. This page walks through the fundamental concepts that underpin everything else in the platform.
1. Assistants Are the Center of Everything
An AI Assistant is the primary entity in Live Bots 365. It is the agent that speaks on your behalf during a phone call. Every other component — phone numbers, campaigns, tools, knowledge bases — exists to support or extend what an assistant can do. When you build on Live Bots 365, you are fundamentally designing how an assistant thinks, speaks, and acts.
Assistants are defined by their system prompt (instructions), their voice, and the tools they have access to. You can create multiple assistants for different use cases — for example, one for inbound customer service, another for outbound sales, and a third for appointment reminders.
2. Phone Numbers Are the Entry Points
A phone number is the telephony endpoint through which calls flow. For inbound use cases, you assign an assistant to a number so that anyone who calls that number is greeted by the AI. For outbound use cases, a number serves as the caller ID that appears on the recipient's phone.
Live Bots 365 allows you to purchase local, toll-free, and international numbers directly within the platform. You can also port existing numbers in many regions.
3. Campaigns Drive Outbound Activity
A campaign is a scheduled or immediate outbound dialing job. It connects an assistant to a list of leads and instructs the platform to call each one. Campaigns can be configured with daily call limits, retry logic for unanswered calls, calling hours, and voicemail behavior.
Campaigns are the primary way to run proactive outreach at scale — whether that is sales prospecting, appointment reminders, debt collection, or re-engagement sequences.
4. Conversations Are the Record of Truth
Every call handled by Live Bots 365 generates a Conversation record. This record contains the full audio recording, a word-for-word transcript, the call duration, the outcome (e.g., appointment booked, voicemail left, call completed), and any data extracted by the assistant during the call.
Conversations are searchable and filterable, making it easy to review specific interactions, audit AI behavior, and identify patterns across large call volumes.
5. Tools Extend What Assistants Can Do
Out of the box, an assistant can converse and gather information. Tools allow it to take action. A tool is a function the assistant can call during a live conversation — for example, checking a calendar for available slots, booking an appointment, sending an SMS, or posting data to your CRM via a webhook.
Live Bots 365 includes built-in tools for popular scheduling platforms (Cal.com, Calendly, GoHighLevel) and also supports fully custom mid-call tools that you define by pointing to any HTTP API endpoint.
6. Knowledge Bases Ground the AI in Your Data
A knowledge base is a collection of documents, FAQs, or structured text that you upload to the platform. When an assistant has a knowledge base attached, it can retrieve relevant information from it during a call to answer specific questions accurately — rather than relying solely on its general training. This is how you give the AI accurate, up-to-date knowledge about your products, services, policies, and procedures.
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