Workforce Wave

Platform Overview

One platform. Two surfaces.
One service layer.

Everything WFW can do is available to both a human clicking a dashboard and an AI agent calling the API — identically, simultaneously.

Read the API docsSee pricing

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 →