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Understanding a few core concepts will make it much easier to navigate HeyBreez and build effective voice workflows.
This page explains the system hierarchy, how workflows behave, and how the main building blocks fit together.

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Organizations

An Organization represents the highest-level workspace in HeyBreez — similar to a company, client account, or business entity. Everything you create lives inside an organization, and a single user may belong to multiple ones. Organizations include:
  • Projects
  • Organization-wide analytics
  • Organization-wide API keys and credentials
  • Knowledge bases
  • Phone numbers
  • Team members and permissions
All project-level resources must belong to exactly one organization.

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Projects

A Project represents a complete solution you’re building inside HeyBreez — such as a support line, booking assistant, or intake system. Each project contains the workflows, settings, and data for that specific solution. Each project includes:
  • One or more workflows
  • Project-level analytics
  • Project-level API keys and credentials
  • Project-level knowledge bases
  • Project-level phone numbers
  • Session history (call log with recordings)
Some features appear in both organizations and projects, but the scope differs:
  • Org-level: available across all projects
  • Project-level: available only within the selected project
This allows teams to separate client accounts, environments, or use cases cleanly.

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Workflows

A Workflow defines the complete call experience.
It represents the path a caller takes from the moment a call begins until it ends. Each workflow consists of:
  • A Start node
  • A graph of connected nodes that determine behavior
  • One or more agents (AI reasoning components)
  • Logic that decides how the conversation proceeds
  • Actions such as API calls or responses
  • One or more end points that conclude the session
Workflows are created and edited inside the Workflow Builder, a visual editor that allows you to place nodes, connect paths, configure settings, and publish versions.

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Building Blocks of a Workflow

Workflows are built using modular nodes, each responsible for a different part of the call experience. These nodes fall into four broad categories:
  • Input & Output nodes: Handle how a workflow starts, ends, and hands information back to the assistant. They define the initial defaults for the conversation, return data from tools, and control how and when a call concludes.
  • AI components: Provide the models responsible for transcription, reasoning, and voice generation. These components determine how the system listens, thinks, and speaks, and can inherit workflow-level defaults or be customized at specific points in the call.
  • Agents: Represent the AI conversational actors within a workflow. Agents drive the dialogue, follow instructions you define, use the selected models, and can autonomously trigger routes or tools based on real-time understanding of the caller’s intent.
  • Logic & action nodes: Manage how the workflow behaves, branches, and performs work. These nodes control routing decisions, timing, message delivery, and interactions with external systems, ensuring the workflow can react dynamically and complete tasks during the call.

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Workflow Versions

Every workflow maintains a version history. At any moment, a workflow can be in one of two states:
  • Published: active, stable, and callable
  • Draft: modified but not yet published
Drafts are useful for iterating and experimenting without affecting live callers. When you publish a draft, a new numbered version is created, which becomes the latest published state. Users can:
  • Switch between versions
  • Save and Publish an old version to restore it as the current running version
  • Reset a draft to the last published version
  • Clone or import workflows
  • Download the workflow’s JSON file

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Compliance

HeyBreez evaluates workflows for compliance once they are published.
A workflow may show:
  • Compliant
  • Compliance Pending
  • Not Compliant
Compliance indicators help identify whether the workflow meets required behavioral, safety, or operational criteria.

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Summary

HeyBreez is structured around:
  • Organizations → contain projects
  • Projects → contain workflows
  • Workflows → contain nodes and logic
  • Nodes → define every step of the call
Understanding these components provides the foundation for designing sophisticated AI voice workflows.