A workspace holds projects. One project owns exactly one agent. Everything else is a part of an agent. The three containers everything else sits inside, the words most API calls are keyed by, and the people and plans around them — one section per term.
Containers
Workspace
The container that groups projects and the people who work on them. Billing and membership live here. See Collaboration.
Also asked as:
- the top-level account my team shares
- where members, billing and projects are managed together
- invite my team to work on the same agents
- where billing for the whole team lives
Related: Project · Role · Plan
Documented in: Workspaces › Organizing your workspace · Workspaces › Inviting team members · Manage (API)
Project
The container that owns exactly one agent. Most API and CLI calls take a projectID.
Also asked as:
- the thing I create for each assistant
- the ID most endpoints need
- create a new agent from scratch
- organize agents into folders
Related: Agent · Environment
Documented in: Building an agent › Key concepts
Agent
The thing that holds a conversation. The docs use agent throughout; never “chatbot”.
Also asked as:
- the bot itself
- the assistant that talks to customers
- the voice or chat assistant I’m building
- what talks to my customers
Related: Project · Global prompt · Conversation
Documented in: Building an agent › Agent · Build AI agents with Voiceflow › What is Voiceflow?
Conversation
One exchange between a person and the agent, addressed by a userID you choose. The same value
always addresses the same conversation.
Also asked as:
- a session with one customer
- the chat or call as a whole
- one full exchange with a customer
- how a session is identified
Related: User ID · Transcript · Session timeout
Documented in: Variables › Built-in variables
User ID
The identifier that addresses a conversation and, as the built-in user_id variable, tells the agent
who it is talking to. The widget can pass a custom one; on phone and SMS channels the caller’s or
sender’s number fills it automatically.
Also asked as:
- recognise a returning customer
- tie a chat to a logged-in account
- the caller’s number as their identity
Related: Conversation · Built-in variables · Chat widget API
Documented in: Chat widget API › Passing a custom user ID · Inbound calling › Caller identification · Inbound SMS › Sender identification
People and plans
Role
One of five workspace roles a member is assigned: Owner has full control including billing, settings and membership; the others narrow what a member can edit or view. Viewers and billing users can be given edit access to specific projects without a workspace-wide upgrade.
Also asked as:
- give a colleague view-only access
- who can change billing
- let one person edit just one project
Related: Workspace · Project-level permissions
Documented in: Workspaces › Roles
Project-level permissions
Edit access granted to a viewer or billing user on specific projects, while their workspace role stays the same.
Also asked as:
- editor rights on one project only
- per-project access instead of a workspace seat
- give a viewer edit access to a single project
- restrict a contractor to one agent
Related: Role
Documented in: Workspaces › Project-level permissions
Plan
What controls which features a workspace has and its monthly credit allotment: Free, and the paid tiers, with add-ons for extra editor seats and phone numbers. Enterprise customers are billed per contract.
Also asked as:
- what do I get on the free tier
- upgrade or downgrade my subscription
- how pricing tiers differ
Related: Credits · Add-on · Workspace
Documented in: Billing overview › Plans · Managing your subscription › Changing your plan
Add-on
Extra capacity billed monthly alongside the plan: editor seats and Voiceflow phone numbers, adjusted from the Add-ons tab in Plans and Billing.
Also asked as:
- buy another seat for a teammate
- add a phone number to my subscription
- more editor seats for the team
- buy extra phone numbers
Related: Plan · Phone number
Documented in: Billing overview › Add-ons · Managing your subscription › Managing add-ons
Auto top-up
Automatic purchase of additional credits when the balance hits zero, so agents never stop mid-month.
Also asked as:
- stop the bot from going down when credits run out
- refill credits automatically
- what happens when credits run out mid-month
- keep the bot from stopping when the balance hits zero
Documented in: Managing your subscription › Enabling auto top-ups · Managing your subscription › Changing your credit bundle
Invoices and billing details
The Billing tab in Plans and Billing: the billing email that receives invoices, receipts, renewal reminders and failed-payment alerts; the payment method; past invoices as PDFs; and cancelling the subscription. Enterprise customers are billed per contract through an account manager.
Also asked as:
- download last month’s invoice
- change the card on file
- end the paid plan
- who receives the billing emails
Documented in: Managing your subscription › Updating billing details · Managing your subscription › Downloading invoices · Managing your subscription › Canceling your subscription · Billing overview › Enterprise billing