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Use Companies to separate the clients or brands served by one Zelto organization. By the end of this guide, each new call will either carry an exact per-call company or fall back to its agent’s default company.

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Prerequisites

  • Your agents already exist in Zelto. See the Quickstart if you have not connected a provider yet.
  • An organization owner or admin has enabled Companies in Settings → Organization. If you are a member and it does not appear in the sidebar, ask an owner or admin to enable it.
  • You know whether your integration can send a stable client or brand id on every call. Use that signal whenever one agent serves several companies.

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1. Create each company

Open Companies in the sidebar and select New company. Enter the client or brand name and create it. Company names must be unique within your organization. You can also use the + beside Companies in the sidebar, or create a company from the Companies field in an agent’s settings.

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2. Attach the agents that work for it

Open the company, switch to the Agents tab, select Add agents, and choose every agent that handles work for that client. An agent can belong to several companies. You can make the same assignment from Agents → [agent] → Settings → Companies. Removing an attachment does not delete the agent or its calls.

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3. Choose a default when you need a fallback

In the Agents tab, select the star beside an attached agent to make this its default company. Each agent can have at most one default. Use a default when all or most calls for that agent belong to one company and the provider does not send a company id. Do not rely on a default to split a shared agent’s calls between clients; send a per-call identifier instead.

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4. Send a company id with shared-agent calls

If you upload calls to /webhooks/calls, add companyExternalId at the top level of each call body:
Use one stable value per client. If Zelto has not seen the value before, it creates a company with that value as its temporary name and remembers the mapping. Rename it from the Companies page; later calls keep using the same company. LiveKit workers can send the canonical companyExternalId or a supported top-level metadata key such as company_id, cliente_id, empresa_id, or project_id. They can also send metadata.contexto.company_id as a string or safe JSON integer, such as 42. Numeric IDs become decimal strings; fractional or unsafe integers are ignored. A valid canonical companyExternalId takes precedence over top-level metadata IDs, which take precedence over the nested field. String IDs remain case-sensitive and preserve leading zeros.

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5. Verify the result

Place or upload a new call, then:
  1. Open Companies and confirm the company’s Calls (7d) count increased.
  2. Select the company in the sidebar.
  3. Open Conversations and confirm the call appears.
  4. Return to All agents to clear the company scope.

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Troubleshooting

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Companies is missing

The feature is not enabled for your organization. An organization owner or admin can enable it in Settings → Organization.

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A call is unattributed

Check that the payload carries a non-empty, stable companyExternalId. If it does not, confirm that the call’s agent has a default company. A company membership without a default is not enough to attribute the call.

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A shared agent’s calls all go to one company

The provider is probably sending no per-call company id, so every call is using the agent’s default. Send companyExternalId for each call instead.

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Existing calls do not appear under the company

Company assignment happens during ingestion. Creating a company, attaching an agent, or choosing a default does not rewrite earlier calls. Ask your Zelto contact about backfilling historical attribution.

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Other pages include activity from another company

Conversations filters by the company stored on each call. Other company-scoped pages can filter by attached agents, so a shared agent may bring in activity from another company. Use Conversations when you need exact call-level separation.