> ## Documentation Index
> Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> Plain English definitions for every term you'll see in CloseTheCall. [Open your dashboard](https://app.closethecall.com/dashboard) to see these in action.

## Business Terms

| Term                      | What It Means                                                                                                                    |
| ------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| **AI Receptionist**       | Your virtual phone answerer — sounds like a real person, available 24/7. [Set yours up](/getting-started/first-10-minutes)       |
| **Lead**                  | Someone who called and gave their information (name, phone, what they need). [View leads](/features/leads)                       |
| **Booking / Appointment** | A time slot the AI scheduled for you with a customer. [Manage appointments](/features/appointments)                              |
| **Quote**                 | A price estimate sent to a customer after a call. [Learn about quotes](/features/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](/ai-receptionist/knowledge-base)                                                  |
| **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](/ai-receptionist/knowledge-base) |
| **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](/features/leads)                                                             |
| **Personality**           | The tone and style of your AI — Professional, Friendly, Enthusiastic, or Calm. [Choose personality](/ai-receptionist/personality)                                           |
| **Squad / Smart Routing** | Multiple AI specialists handling different parts of a call (booking, pricing, transfer). [Learn about squads](/ai-receptionist/smart-routing)                               |
| **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](/getting-started/call-forwarding)               |
| **Routing Mode**    | How calls are handled — AI answers all, ring you first, or schedule-based. [Choose mode](/getting-started/call-forwarding)   |
| **Automation**      | Something that happens automatically, like texting a customer after a missed call. [View automations](/automations/overview) |
| **CRM**             | Customer Relationship Management — tools like HubSpot, Salesforce, GoHighLevel. [Connect CRM](/integrations/overview)        |
| **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 |

```mermaid theme={null}
graph TD
    subgraph Flow["How Terms Connect"]
        Call["Incoming Call"] --> AI["AI Receptionist"]
        AI -->|"Uses"| KB["Knowledge Base"]
        AI -->|"Captures"| Lead["Lead"]
        AI -->|"Books"| Appt["Appointment"]
        AI -->|"Generates"| Quote["Quote"]
        Lead -->|"Scored"| Temp["Temperature<br/>HOT/WARM/COOL/COLD"]
        Lead -->|"Moves through"| Pipe["Pipeline"]
        KB -->|"Measured by"| Score["Intelligence Score"]
        Call -->|"Analysed for"| Sent["Sentiment"]
        Call -->|"Triggers"| Auto["Automations"]
        Call -->|"Feeds"| Learn["Call Learning"]
        Learn -->|"Improves"| KB
    end
```