Calypso
Quick StartAgents
Core concepts

Overview

The shared language Calypso uses across the dashboard.

Project

A project is the unit of configuration and data ownership in Calypso. Most pages are project-scoped (Customers, Shared Inbox, Workflows, Templates, Campaigns, Knowledge, Web Widget).

Customer

A customer is a contact record (phone/email + metadata). Customers can have a subscription status:

  • subscribed
  • unsubscribed
  • bounced

Customers can also be organized using departments and tags.

Conversation (Shared Inbox)

A conversation is a live thread with a customer. In Shared Inbox, conversations can be:

  • waiting for action (unassigned)
  • assigned to an agent
  • closed and optionally tracked (depending on how your workflow is configured)

Workflow

A workflow is a workflow-based routing and automation graph:

  • you can create multiple workflows per project
  • you pick one Default workflow
  • when workflow routing is enabled, incoming requests are routed through the default workflow

Shared Inbox handoff

The Inbox handoff step routes a conversation into the Shared Inbox so a human can take over. Some project-level settings only apply when the default workflow includes an Inbox handoff.

Template and campaign

  • A template is an outbound message template (including variables like {{name}}). Templates can be used for campaigns and automation.
  • A campaign is a send event that uses a template and targets a set of customers. Campaigns have analytics.

Knowledge

Knowledge is your project’s shared library of reusable sources (Files, Websites, Q&A) used by workflows, widgets, and agents.

Calypso overview

A practical mental model for how Calypso works—and where to go in the dashboard.

Agents

How Calypso’s specialized agents (Auto, Leads, Support, Marketing) behave and when to use each.