---
title: "How Raíz works"
description: "Raíz's parts and how they fit together, from the organization and its agents to channels, conversations, contacts and the data agents collect."
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.getarbol.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How Raíz works

Raíz is Arbol's product for contact with each patient. Its AI agents talk with a clinic's or a hospital's patients on the phone, on WhatsApp and in a chat on its website: they answer when patients get in touch, and they can call them. They follow the instructions you give them, consult your documents, use your integrations' tools, and hand a conversation to your team when a person is needed. Everything Raíz keeps belongs to one organization, and you reach it through the [Raíz API](/api/raiz/).

## The model

Raíz is built from these parts:

1. **The organization** is your clinic or hospital. Every API request acts in one organization: the one its credential belongs to. See [Organizations](/en/developers/concepts/organizations/).
2. **Agents** are the AI that talks for you. An agent is `voice`, for phone calls, or `text`, for WhatsApp and web chat.
3. **Channels** are where agents work: a WhatsApp number, a phone number or a chat widget on your site. You assign the agent that answers on each.
4. **Conversations** happen on a channel, between an agent, your team and a **contact**: the patient, with their phone numbers, emails and identity documents.
5. **Definitions and facts** are the data agents capture. A definition says what to capture; a fact is its value for one contact or one conversation.
6. **Knowledge** is the documents agents consult before they answer.
7. **Campaigns** have a voice agent call a list of people. **Templates** open WhatsApp conversations. **Bulletins** tell agents what is happening for a while, such as a closed day.
8. **Evaluations** test a change to an agent on past replies your team corrected, before it reaches patients.
9. **Reports**, the **change history** and **tasks** give you the numbers, who changed what, and the work that runs in the background.

## Where each part is described

| Part | Explained in | API reference |
| --- | --- | --- |
| Agents | [Agents](/en/developers/raiz/agents/) | [Agents](/api/raiz/tags/agents/), [Voices](/api/raiz/tags/voices/) |
| Channels | [Channels](/en/developers/raiz/channels/) | [Channels](/api/raiz/tags/channels/) |
| Conversations | [Conversations](/en/developers/raiz/conversations/) | [Conversations](/api/raiz/tags/conversations/) |
| Contacts, contact profiles, do-not-contact rules | [Contacts](/en/developers/raiz/contacts/) | [Contacts](/api/raiz/tags/contacts/), [Profiles](/api/raiz/tags/profiles/), [Suppressions](/api/raiz/tags/suppressions/) |
| Knowledge | [Knowledge](/en/developers/raiz/knowledge/) | [Knowledge](/api/raiz/tags/knowledge/) |
| Campaigns, templates, bulletins | [Campaigns, templates and bulletins](/en/developers/raiz/campaigns/) | [Campaigns](/api/raiz/tags/campaigns/), [Templates](/api/raiz/tags/templates/), [Bulletins](/api/raiz/tags/bulletins/) |
| Evaluations | [Evaluations](/en/developers/raiz/evaluations/) | [Eval cases](/api/raiz/tags/eval-cases/), [Eval runs](/api/raiz/tags/eval-runs/) |
| Definitions, facts, reports, changes, tasks | [Data, reports and tasks](/en/developers/raiz/data/) | [Definitions](/api/raiz/tags/definitions/), [Facts](/api/raiz/tags/facts/), [Reports](/api/raiz/tags/reports/), [Changes](/api/raiz/tags/changes/), [Tasks](/api/raiz/tags/tasks/) |
| The organization and its team | [Below](#the-organization) | [Organization](/api/raiz/tags/organization/), [Members](/api/account/tags/members/), [Roles](/api/account/tags/roles/) |

## Calling the Raíz API

Every operation lives under `https://api.getarbol.com/v1/raiz/` and is named `raiz.<resource>.<verb>`, such as [`raiz.agents.create`](/api/raiz/agents/create/). Every one accepts people and machines alike, so an [API key](/en/developers/authentication/) with the right scopes can call any of them.

Permissions are scopes named after the resource, such as `raiz:agents:read` and `raiz:agents:write`, and most reads also accept the write scope. A few resources borrow another's scopes: bulletins use the agents scopes, and evaluations need an agents scope and a conversations scope. Each operation's reference page lists exactly which scopes it accepts.

Lists page with cursors ([Pagination](/en/developers/concepts/pagination/)), and updates that take `expectedVersion` apply only if nobody changed the record since you read it, answering `409 VERSION_CONFLICT` otherwise ([Retries](/en/developers/concepts/retries/)).

## The organization

[`raiz.organization.get`](/api/raiz/organization/get/) reads your organization as Raíz sees it: its name, its agents' default `language`, its `timeZone`, in which reports count days and campaigns run by default, and its `settings`:

| Setting | What it does |
| --- | --- |
| `channels.maxConcurrentOutboundCalls` | How many campaign calls run at once (default 5). |
| `notifications` | Whether to email up to 10 `recipients` when the AI hands a conversation to the team (`escalations`), when it couldn't answer (`failures`), or when a closed conversation's request wasn't resolved (`failedOutcomes`). `phones` also get the handoff notice on WhatsApp. All off by default. |
| `dailyReport` | Whether to email a daily report, at `sendAt`, to up to 10 `recipients`: the last 24 hours' calls and conversations, those waiting for your team and those to review. Off by default. |

[`raiz.organization.update`](/api/raiz/organization/update/) changes the name, language, time zone and settings: an omitted setting stays as it is, and `null` returns it to its default. [`raiz.organization.sendDailyReport`](/api/raiz/organization/send-daily-report/) sends the daily report now. Account manages the organization's team and its roles through [`account.members.list`](/api/account/members/list/) and [`account.roles.list`](/api/account/roles/list/).

> **Notices name patients**
>
> Notification emails carry a conversation's title and summary, and the daily report lists contacts by name and number. Send them only to people who may read your organization's conversations.

## Start here

To see the parts working together, [create an agent](/en/developers/guides/create-an-agent/) and put it on a channel. Then read [Conversations](/en/developers/raiz/conversations/) to follow what it does.

Source: https://docs.getarbol.com/en/developers/raiz/index.mdx