Business Terms
| Term | What It Means |
|---|---|
| AI Receptionist | Your virtual phone answerer — sounds like a real person, available 24/7. Set yours up |
| Lead | Someone who called and gave their information (name, phone, what they need). View leads |
| Booking / Appointment | A time slot the AI scheduled for you with a customer. Manage appointments |
| Quote | A price estimate sent to a customer after a call. Learn about quotes |
| Conversion Rate | The percentage of calls that turn into leads or bookings |
| Pipeline | A visual board (like a Kanban) showing where each lead or quote sits in your sales process — from new enquiry to won or lost |
| Escalation | When the AI transfers a caller to a real person because the request is beyond what it can handle, or the caller asks for a human |
AI & Voice Terms
| Term | What It Means |
|---|---|
| Knowledge Base | Everything your AI knows about your business — services, prices, hours, FAQs. Manage KB |
| Intelligence Score | A 0-100 rating of how well-informed your AI is, weighted by category importance (services 20%, pricing 15%, hours 15%, etc.). Learn more |
| Call Learning | After every call, the AI analyses the transcript for questions it could not answer well, then suggests new Knowledge Base articles for you to review and approve |
| Sentiment | How the caller felt during the call — positive, neutral, or negative (AI-detected) |
| Temperature | How likely a lead is to convert — HOT (very likely), WARM, COOL, COLD (unlikely). View leads |
| Personality | The tone and style of your AI — Professional, Friendly, Enthusiastic, or Calm. Choose personality |
| Squad / Smart Routing | Multiple AI specialists handling different parts of a call (booking, pricing, transfer). Learn about squads |
| IVR | Interactive Voice Response — menu options offered to callers at the start of a call |
| Workflow Builder | A visual tool for creating automated sequences of actions triggered by events like missed calls, new leads, or completed bookings |
Technical Terms
| Term | What It Means |
|---|---|
| Call Forwarding | Redirecting your existing phone calls to your AI number. Set up forwarding |
| Routing Mode | How calls are handled — AI answers all, ring you first, or schedule-based. Choose mode |
| Automation | Something that happens automatically, like texting a customer after a missed call. View automations |
| CRM | Customer Relationship Management — tools like HubSpot, Salesforce, GoHighLevel. Connect CRM |
| Webhook | A way for systems to talk to each other automatically — you don’t need to know this |
| VAPI | The AI voice technology powering your receptionist — you don’t need to know this |
| Twilio | The phone system powering your AI number — you don’t need to know this |
Legal & Compliance Terms
| Term | What It Means |
|---|---|
| SMS Opt-Out | When a customer texts STOP, they won’t receive more texts from your number |
| TCPA | US law requiring consent before recording calls — your AI can ask automatically |
| HIPAA | Healthcare privacy rules — enable this if you’re a medical or dental practice |
| GDPR | European data protection regulation — accounts deleted after 30-day grace period on request |