# Calls & Runs

> The lifecycle of a call and how runs capture its results

Every time a workflow executes, Menace Voice creates a **run**. The run is the record of that execution: what was said, what data was collected, how long it took, and what it cost.

## Calls vs runs

A **call** is the audio connection — whether over the phone via a telephony provider, or through the browser via Web Call.

A **run** is the Menace Voice record of the workflow execution. Every call — outbound, inbound, web, or campaign — creates a run with the same contents: transcript, recording, gathered context, usage, and cost. Campaign runs are additionally linked to their parent campaign.

## Call lifecycle

The call lifecycle tracks the telephony connection — from the moment a number is dialed to when the line drops.

```mermaid
stateDiagram-v2
    [*] --> Ringing: Number dialed
    Ringing --> Connected: Caller answers
    Ringing --> Ended: No answer / voicemail
    Connected --> Ended: Conversation completes
    Connected --> Ended: Error or disconnect
    Ended --> [*]
```

For inbound calls, the flow starts when the caller dials in and the telephony provider routes the call to Menace Voice.

## Inbound vs outbound

**Outbound calls** are initiated by Menace Voice — you trigger them via the API or dashboard with a phone number and agent. Used for proactive outreach, reminders, and campaigns.

**Inbound calls** are initiated by the caller — your telephony provider routes incoming calls to a Menace Agent via a webhook URL. Used for support lines, hotlines, and IVR replacement.

## Web Calls

Web Call lets you talk to your agent directly from the browser — no phone number or telephony setup required. It runs the full pipeline: STT, LLM, TTS, recording, and transcript, exactly the same as a phone call.

Use it to try out your agent before going live. The run view shows the live transcript as the conversation progresses, node transitions as the workflow moves through the graph, and any tool or function calls the agent makes in real time.

## What a run contains

After a call completes, the run record includes:

| Field | Description |
|---|---|
| `status` | Final run state |
| `recording_url` | Download URL for the call audio |
| `transcript_url` | Download URL for the conversation transcript |
| `gathered_context` | Structured data extracted by the agent during the call |
| `initial_context` | The data passed in when the call was triggered |
| `usage_info` | Duration in seconds, token count |
| `cost_info` | Cost in USD |

## Review pilot outcomes

Open an agent's **Runs** page and select **Pilot review** to compare its recorded
phone, web, and chat runs. The review shows 25 runs per page, with links to each
run's conversation and supporting details. Use **Refresh** for new results or
**Older runs** to continue through the history.

Each card shows the recorded disposition, call status, transfer evidence,
duration, token usage, and webhook delivery status when those records exist.
Missing evidence is labeled **Not recorded**. A completed run alone does not
establish a successful business outcome.

Webhook **accepted** means the destination returned a successful HTTP response.
It does not confirm downstream processing or human receipt. A recorded transfer
does not establish that a person answered. The review does not infer currency
costs from token usage; authoritative costs and human receipt remain **Not
recorded** until there is a source for those facts.