How HUM Works

HUM is BlueHive's AI phone platform. It answers and places calls with AI voice agents, handles two-way SMS, records and summarizes everything, and gives your team one console to review and act on it all.

The building blocks

• Organization — the tenant boundary. Users, phone numbers, calls, agents, webhooks, billing, and analytics all belong to one organization.
• AI Agent (flow) — a reusable AI worker that defines the greeting, instructions, voice, transfer rules, voicemail behavior, business hours, and tools. Agents can be triggered by a live call, an SMS message, or an event.
• Phone number — a routable number assigned to an agent. Inbound calls use the assigned agent to decide how the AI responds.
• Call record — the reviewable history of a call: metadata, full transcript, tool activity, AI summary, outcome data, tags, notes, and any voicemail.
• Contact — a phone-keyed address-book record, enriched automatically with carrier, line type, and caller name, so agents know who is calling before they speak.
• SMS conversation — a long-lived text thread keyed by (your number, contact number). Closing a conversation never deletes history; a new inbound message reopens it.

What happens on an inbound call

• The caller dials your HUM number.
• HUM looks up the caller (contact record, caller ID enrichment, CRM connector if configured).
• The assigned AI agent answers using its greeting and instructions.
• During the call the agent can use tools — look up knowledge, transfer to a person or another agent, take a voicemail, send a text, or call your own HTTP tools.
• After the call, HUM stores the recording and transcript, writes an AI summary with key points and next actions, extracts outcome data, and fires any webhooks you've configured.

Where to find things

• Dashboard — KPIs and recent activity.
• Calls — every call with transcript, summary, and review tools.
• AI Agents — create and tune your agents.
• Numbers — your phone inventory and routing.
• Messages — the two-way SMS inbox.
• Contacts — the address book.
• Analytics — volume, outcomes, and trends.

Read Quick Start to set up your first agent and number.