Getting Started
Calypso overview
A practical mental model for how Calypso works—and where to go in the dashboard.
The Calypso mental model
Calypso is designed as one operational system with five layers:
- Calypso agents (creation layer): a conversational management layer that helps you draft and iterate fast—turn requirements into production-ready workflows, templates, and campaigns with guardrails
- Channels (ingress): where conversations start (WhatsApp + Web)
- Workflows (task paths): routing + automation that captures intent, applies rules, and decides what happens next
- Knowledge center (grounding): Files, Websites, and Q&A you can connect anywhere Calypso needs answers (widgets, bots, and workflow steps)
- Shared Inbox (ownership): where humans take over—assignment, departments, tags, and clean resolution
Everything else supports those layers:
- Customers (data): contact records, attributes, and subscription status
- Analytics & Reports (measurement): performance and outcomes over time
- Project & Settings (governance): roles, hours, departments, notifications, and security
The Calypso map (where to go)
Use this as a “what lives where” guide:
- Calypso agents: create, evaluate, and iterate on operational assets quickly (workflows, templates, campaigns)
- Customers: import and manage contacts (phone/email), subscription status, and last activity
- Shared Inbox: run day-to-day operations on live conversations
- assignment prevents two people replying at once
- departments + tags keep triage and ownership structured
- close/track to keep queues clean
- Workflows: build the routing brain for inbound
- choose and enable a Default workflow
- enable workflow routing to route inbound through the default workflow
- use Inbox handoff as the escalation boundary into Shared Inbox
- Channels
- WhatsApp Business: the WhatsApp channel overview and end-to-end flow
- WhatsApp API: send approved templates to a single contact (manual + API helper)
- WhatsApp Templates / Campaigns: outbound messaging at scale
- Web: install and configure widgets (Q&A + WhatsApp widget)
- Knowledge center: curate sources so widgets and workflows can answer accurately
- Analytics & Reports: dashboards and downloadable views for campaigns, outbound, conversations, and agents
- Guides: step-by-step implementation paths (e.g. web integration)
- Quick reference: short, copy/paste-ready reminders for everyday use
- Project: operational configuration (hours, tags, departments, agents, members)
- Settings: notifications and security
How inbound routing works (high level)
- A message arrives (WhatsApp or Web) inside a project
- If workflow routing is enabled, Calypso runs the project’s Default workflow
- The workflow can:
- send messages
- branch based on user choices
- use Knowledge center sources
- hand off to the Shared Inbox (so a human can take over)
- In Shared Inbox, a human agent takes ownership (assignment), resolves, and closes the loop
Calypso agents sit above runtime routing: they help you design and improve the system faster—but the workflow is what executes when real messages arrive.
Recommended setup order
- Create a project and invite members
- Add customers
- Create a workflow, set it as default, and enable workflow routing
- Configure Inbox handoff (Shared Inbox) and hours behavior (bot gate / post-handoff hours messaging) as needed
- If you use Web, install and configure the Web widget
- If you use WhatsApp outbound, create Templates, then launch your first Campaign