The six specialists behind every call

Six specialist systems work together on each call that LeadRefinery places. Each system does exactly one job. No system does the job of a different system.

One call, six jobs

In one live call to a merchant, six different jobs occur at the same time:

One system must hold the conversation itself: it listens, speaks, and takes turns.
One system must make immediate business decisions while the caller speaks.
One system must keep the weeks-long plan that contains this call.
One system must keep the permanent record of the events.
One system must supply the phone line and prove the identity of the caller.
One system must check the quality of the agent, separate from the live call.

LeadRefinery gives each of these six jobs to a different specialist system. The diagram below shows the six systems around one live call.

One live phone call is at the centre. Five specialists work on the call in real time. The voice speaks with the customer. The decision desk, the long memory, the record, and the phone company support the call. The sixth specialist, the examiner, is separate from the live call and reviews only recordings and practice runs. — Six specialists, one phone call. Note two points. Only **the voice** speaks with the customer; the other five systems support the call but do not speak. **The examiner** is fully separate from the live call. Its only inputs are recordings and practice runs.

The six roles

1. The voice

The voice holds the live conversation itself. It listens, speaks, and takes its turn. It continues correctly when the person on the line interrupts.

When the voice cannot do a task alone, it sends a request to the platform during the call:

It can book a callback.
It can send a link.
It can record a request to stop the calls.

2. The decision desk

The decision desk makes the immediate decisions for the platform. While a caller speaks, it answers in milliseconds:

which action the agent can do next
which client owns the call
which items go into the record

It also supplies the control-room screens. LeadRefinery staff use these screens to set up and run campaigns. A client's team uses them to follow the results.

3. The long memory

The long memory keeps the state of each long task:

the weeks-long calling journey of each lead
each timer
each retry
each scheduled callback

It continues correctly after a crash or a restart in the middle of a journey. A calling wave of six business days continues after a server restart, from the exact point of the interruption.

The long memory runs as its own dedicated service, and no call starts without it. Thus an operator can stop all outbound calls when the operator stops this one program. The website and the record continue to operate.

4. The record

The record is the one authoritative store of data. It holds all of these items, and no other location holds them:

each lead
each call
each outcome
each permission
each "do not call" entry

The platform accepts an event as a fact only when the event is in the record.

5. The phone company

The phone company supplies each client's own phone numbers and the client's verified caller identity. The carrier adds a cryptographic signature to each call. The signature proves that the call comes from its correct owner. This signature prevents a spam label on your calls at the receiving end.

6. The examiner

The examiner tests and grades the AI agent. It uses known-good test conversations and simulated calls. It reviews the agent and gives recommendations. It does nothing more:

It never controls a live call.
It never selects the leads that the platform dials.
It is never the authoritative record.

What happens when something breaks

Each type of failure has its own protection:

The long memory is the protection for time. A crash, a restart, or a lost message does not end a journey. The journey continues from the exact point of the interruption.
The record is the protection for truth. The platform writes each event into the record before it acts on the event. Thus one accurate account of the events is always available.
The checks that occur before each dial are the protection for the law. The compliance page describes these checks.

The technical bit, translated

The six specialists, by their product names:

Retell is the voice. It is a real-time voice AI service. It does speech recognition, speech generation, and turn-taking, which are the most difficult real-time audio problems. Thus the platform does not have to build these functions.
NestJS is the framework for the decision desk. The platform uses it because it answers requests quickly and predictably. The agent frequently waits for the answer while it speaks.
Temporal is the long memory. It keeps the state of long tasks and continues each task after a crash. Thus a weeks-long calling programme continues after a server restart. Temporal runs in a separate "worker" program. When the worker is off, no call can start. The same worker also wakes up on its own each day, for each client, to run housekeeping jobs such as the number-health check — no person has to remember to press a button for those to run.
PostgreSQL is the record. This database is the single system of record for the platform.
Telnyx is the phone company. This carrier supplies each client's phone numbers and signs each call cryptographically. This signature method is the industry standard for verified caller identity.
The evaluation toolkit is the examiner. It includes Coval, a service that runs simulated phone calls. The toolkit grades the agent before and after changes.

One note: the original plans name a seventh product, Mastra, as an AI call-review layer. This product was not built. In the built system, the evaluation toolkit above does the review work. Where the plans and the built system disagree, this site describes the built system.