Core API concepts

The product and data model behind Zild integrations: conversations, agents, channels, queues, templates, evaluations, tasks, and documents.

Mental model

Zild is not a single-purpose bot endpoint. It is an operating layer where AI agents work across WhatsApp, voice, email, chat, documents, coaching analytics, and back-office tasks while keeping the operational record in one place.

Agents and instructions

An agent is the configured AI worker. It carries instructions, model/provider settings, tools, dynamic variables, knowledge, and escalation behavior. API calls should reference configured agents or bots by ID instead of sending raw prompt logic on every request.

Channels and integrations

Channels identify where the interaction is happening. Integration types identify the adapter or origin. Common public flows include Email, MicrosoftTeams, Twilio, RetellAI, ElevenLabs, Native, and Internal.

Queues and handoff

Queues are the guardrail between automation and human operation. When AI lacks enough context, permission, or evidence to continue safely, the conversation can remain visible to the right queue or user instead of being treated as completed automation.

Templates and content variables

Proactive conversations use approved templates and a contentVariables map. This keeps outbound messages consistent with the approved communication pattern while still allowing customer-specific values such as name, appointment time, product, or case number.

Evaluation and evidence

Zild Insight and Zild Coach use conversations, messages, transcripts, checklists, summaries, scores, sentiment, call outcome fields, and evaluation status to turn interactions into operational feedback. A good API import contains enough metadata for the platform to evaluate what happened and where action is needed.

Tasks and documents

Zild Flow and Zild Docs extend the same model into follow-up work. Conversations can lead to tasks, document extraction, CRM updates, or back-office review depending on tenant configuration and agent tools.