Workforce Wave

Platform Overview

It knows your business.
On every channel.

Paste your URL. Workforce Wave reads your website, builds your agent automatically, and keeps it current as your business changes. One knowledge base powers your voice agent, web chat, SMS, WhatsApp, and email inbox agent — one brand voice, everywhere your customers reach you.

See it in actionExplore the channels

How your agent learns

From your URL to an expert agent. Automatically.

Workforce Wave is not a one-time setup. It is a continuous intelligence layer that learns your business from the moment you plug in your URL, then keeps improving from every real conversation.

01
Agent Provisioner + Entity Extractor

Paste your URL. We build the agent.

Workforce Wave reads your website and extracts everything: services, hours, staff, pricing, and specialties. The Agent Provisioner writes your agent's system prompt and knowledge base automatically. No manual setup. No prompt engineering. Live in about 90 seconds.

02
Voice, Web chat, SMS, WhatsApp, Email

One knowledge base. Every channel.

The same knowledge that powers your voice agent grounds your web chat widget, SMS replies, WhatsApp messages, and email inbox agent. One upload, one source of truth, consistent answers on every surface your customers reach you on.

03
KB Sync + KB Health Analyzer

It stays current automatically.

KB Sync rescans your website every 24 hours. If your services change, your hours shift, or your team updates, the knowledge base updates too. KB Health Analyzer scores your coverage 0-100 and shows exactly what questions your agents cannot yet answer.

04
Prompt Optimizer + Intelligence Loop

It gets smarter from real conversations.

Every call is transcribed and analyzed. The Prompt Optimizer finds patterns, flags low-confidence answers, and proposes knowledge base updates. You approve in one click. Prompt versions are tracked so you can roll back anytime.

05
Vertical Knowledge Builder

Vertical expertise built in.

Your agent arrives pre-loaded with domain knowledge: CDT dental codes, PMS room types, VIN logic, ABA ethics rules, and compliance defaults for your industry. You do not teach it your vertical. It already knows.

Voice
Web chat
SMS
WhatsApp
Email

One agent. Every channel.

One AI agent that knows your whole business — on every channel.

Build it once. It carries the same knowledge, personality, and brand voice onto every call, chat, text, email, and WhatsApp message — 24/7. One knowledge base, one voice, everywhere your customers reach you.

Explore all channels

System Architecture

How WFW Works — The Three-Layer Architecture

The service layer is the single source of truth. If the API can't do it, the UI can't either. If the UI can do it, the API can too.

Human Surface

Dashboard

Dashboard UISession AuthSSE Updates

Bot Surface

REST API v2

REST API v2MCP ServerWebhooksSSE Stream

Event Bus - Redis pub/sub

Service Layer

AgentServiceCallServiceExtractionServiceBillingServiceKnowledgeServiceToolGatewayScoutIntelligenceService

Event Bus - Redis pub/sub

PostgreSQL (Neon)

Agent configs, call metadata, extraction results

Upstash Vector

KB embeddings - vectors only, no raw text stored

Backblaze B2

HIPAA-eligible audio - AES-256, encrypted at rest

Workforce Wave AI

Intelligence That Builds Itself

Workforce Wave is not a one-time setup tool. It provides a continuous intelligence layer that researches, provisions, monitors, and improves your agents — automatically.

Workforce Wave

Agent Provisioner

Paste a URL. Workforce Wave researches the business and writes the entire agent — system prompt, greeting, knowledge base — automatically.

Workforce Wave

Entity Extractor

Every business detail extracted: name, services, hours, staff, phone, location, specialties. Structured JSON every time.

Workforce Wave

KB Sync

Daily rescan. If your business changes, your agent's knowledge base updates automatically within 24 hours.

Workforce Wave

Prompt Optimizer

Weekly analysis of your call transcripts. Workforce Wave finds patterns, identifies failures, proposes prompt improvements. You approve, it updates.

Workforce Wave

KB Health Analyzer

Measures what callers ask vs. what your KB covers. Scores your knowledge base 0-100. Shows exactly what's missing.

Workforce Wave

Vertical Knowledge Builder

Loads your agent with domain expertise: CDT dental codes, PMS room types, VIN logic, ABA ethics rules — built in by vertical.

Workforce Wave

Partner Blog Generator

Creates weekly blog content for white-label partners in their brand voice, grounded in vertical intelligence.

Voice Engine

Voice Engine — Platform Agnostic by Design

WFW normalizes tool calls and events across all platforms. Your agents work the same way regardless of which voice engine powers them.

ElevenLabs

Primary Integration
  • ✓Real-time voice synthesis
  • ✓KB sync on every call
  • ✓Streaming transcription
  • ✓Sub-200ms latency

Vapi

API-First
  • ✓Webhook-native architecture
  • ✓Low-latency pipelines
  • ✓Custom LLM routing
  • ✓Fine-grained call control

Retell

Enterprise
  • ✓Batch provisioning at scale
  • ✓Structured output mode
  • ✓Enterprise SLA tier
  • ✓Dedicated infrastructure

Tool Gateway

Tool Gateway — Live Call Infrastructure

During a call, your agent needs data. The Tool Gateway routes live requests to your systems — and to seven universal built-in tools.

wfw_lookup_customerwfw_check_availabilitywfw_create_bookingwfw_cancel_bookingwfw_send_confirmation_smswfw_check_business_hourswfw_capture_callback_request

speak field

Every tool response includes an optional speak field — a pre-written verbatim string the voice agent reads back to the caller.

{
  "available": true,
  "slot": "2026-04-17T10:00:00",
  "speak": "I have an opening tomorrow at 10 AM. Would that work for you?"
}

Post-Call Pipeline

Post-Call Pipeline — Structured Data Every Time

Every call triggers a deterministic event sequence. Each event delivers structured data to the right consumer — human dashboard via SSE, bot orchestrators via webhook, internal pipeline services.

1
call.completed

Duration, disposition, caller ID, agent ID, recording URL

Human dashboard (SSE)Bot orchestrators (webhook)Internal billing pipeline
2
call.transcript_ready

Full turn-by-turn transcript with speaker labels and timestamps

Human dashboard (SSE)Bot orchestrators (webhook)Workforce Wave intelligence pipeline
3
call.extractions_ready

Structured entities: intent, appointment slots, lead score, satisfaction signal

Bot orchestrators (webhook)CRM integrationsHuman review queue
4
call.audio_ready

HIPAA-compliant audio stored in Backblaze B2. Signed URL with 24h expiry.

Human playback (dashboard)Compliance archiveTranscript QA pipeline

API + MCP

Every capability is an API endpoint.

40+ endpoints. Full OpenAPI 3.1 spec. MCP server. A2A Agent Card. Your AI agents can discover and use WFW without a human integration.

The REST API and MCP server expose identical capabilities. Use whichever surface fits your architecture — both are first-class citizens in the WFW platform.

Read the API docs →

40+

REST endpoints

14

MCP tools

12

Webhook event types

3.1

OpenAPI version

Machine-Readable Discovery

/.well-known/openapi.json/llms.txt/.well-known/agent.json

Dual-Mode Agents

One phone number. Humans and AI both call it.

Dual-mode agents detect whether a caller is human or AI and respond differently — conversational speech for humans, structured JSON for bots. Sub-500ms routing decision.

Human Mode

Caller is a person

  • ✓Conversational, natural speech
  • ✓Warmth and empathy in tone
  • ✓Clarifying questions when unclear
  • ✓Hold music and transfer logic
  • ✓DTMF fallback if voice fails

Agent Mode

Caller is an AI system

  • ✓Structured JSON responses
  • ✓Machine-parseable output
  • ✓No conversational filler
  • ✓Typed error codes with retry hints
  • ✓Sub-500ms caller detection
HIPAA BAA availablePCI-DSS scopedTCPA automatedHMAC-signed webhooks
See full security details →