Understand Conversation Types and States

Every conversation progresses through defined states, generates a transcript, and produces metadata you can access via API or webhooks. This page covers how each type works.

Conversation types

Type	How it starts	Use case
Inbound phone	Customer calls your phone number	Support lines, hotlines
Outbound phone	Your agent calls a customer	Reminders, sales, notifications
Web voice	User clicks widget on your website	Website support, embedded assistants
Web chat	User types in widget on your website	Text-based support, live chat
Test	You click “Test” in dashboard	Development, debugging

Conversation states

State	What’s happening
Created	Call scheduled but not yet queued
Queued	Waiting for available resources
Running	Active conversation in progress
Completed	Ended normally
Failed	Error occurred (network, timeout, etc.)
Canceled	Stopped before completion

What’s recorded

Every conversation automatically captures:

Full transcript — Everything said, timestamped
Audio recording — The actual audio (configurable)
Post-call analysis — Custom labels and insights extracted from the conversation
Errors — Any issues that occurred

API example: Get conversation details

const conversation = await fetch(
  `https://blackbox.dasha.ai/api/v1/calls/${callId}`,
  { headers: { 'Authorization': 'Bearer YOUR_API_KEY' } }
);
// Returns: { transcription, durationSeconds, status, result, ... }

What’s next

Tools

Let your agent take actions

Webhooks

Get notified when things happen

Call Inspector

Analyze completed conversations

Inbound Calls

Set up phone numbers

Agents Tools

⌘I

Introduction

Create

Test

Deploy

Monitor

Advanced Features

Troubleshooting

Conversation types

Conversation states

What’s recorded

What’s next

Tools

Webhooks

Call Inspector

Inbound Calls

​Conversation types

​Conversation states

​What’s recorded

​What’s next

Tools

Webhooks

Call Inspector

Inbound Calls

Conversation types

Conversation states

What’s recorded

What’s next