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Glossary

The words this manual uses, in plain language. Each term links to the page that explains it.

A · B · C · D · E · F · H · I · K · L · M · N · O · P · Q · R · S · T · V · W

A​

  • A2A (Agent-to-Agent): an open standard that lets AI agents work together. Your site can call AI agents hosted elsewhere, and can offer its own AI profiles to other systems. See Tools and agents.
  • Account: the company or household that contacts and opportunities belong to. See Leads, accounts and opportunities.
  • Activity: one piece of work for one contact: a call to make, a text to send, or an inbound call to log. Agents complete activities with a disposition. See Activities.
  • Activity load: a batch that creates many activities at once from a filtered list of contacts. A load is Manual (for agents), Automatic (for the AI) or Dialer (for the outbound dialer). See Load activities.
  • Agent: a person who takes and places calls and answers messages. Also the name of a built-in role. See Roles and permissions.
  • Agent bar: see Docked agent bar.
  • Agent entitlement: see Entitlement.
  • Agent state: why an agent is not taking work, such as Lunch or Team meeting. Also called a reason code. Each one maps to a presence such as Break, Away or Meeting. See Agent states.
  • AI agent: an AI profile that holds a conversation with a customer by itself, by text or on a call. See Automated AI SMS and voice.
  • AI profile: a configured AI assistant: its instructions, the AI model it uses, its knowledge and its tools. Chat, the website widget and AI agents all run on a profile. See AI profiles.
  • Automated activity: an activity the AI works on its own, created by an automatic load or by the AI answering a number. See Automated AI SMS and voice.

B​

  • Barge: a supervisor joins a live call, and both the agent and the customer hear them. See Live dashboard.
  • Broadcast: one text message sent to many people. Each recipient gets their own conversation, and replies come back to the inbox. See Messaging workspace.
  • Business hours: a calendar of opening hours and holidays, used by queues, entry points, the dialer's calling window and automatic follow-ups. See Business hours.

C​

  • Cadence: a series of follow-up messages sent when a customer stops replying to an automated text conversation. See Cadences.
  • Callback: a call back to a customer who chose to hang up and keep their place in a queue, instead of waiting. See Queues.
  • Caller ID: the number a customer sees when you call them. See Dialer profiles and Omnichannel addresses.
  • Campaign: a named push of work, such as Spring lead drive. Every activity carries one, agents sign in to a campaign to get its dialer calls, and reports filter by it. See Campaigns.
  • Campaign group: a set of related campaigns rolled up together in reports. See Campaigns.
  • Channel: how you reach a contact: Phone or SMS.
  • Channel endpoint: the older name for an omnichannel address.
  • Chat interaction: an ad-hoc AI chat that does not need a profile set up first. See Chat interactions.
  • Chat widget: a floating AI chat window, on your public website or on every admin page. See Chat widgets.
  • Connection: the link to an AI service, such as OpenAI or Azure OpenAI, that your AI profiles use. See AI connections.
  • Contact: a person you call or text, such as a customer. Every activity, call and conversation is linked to a contact. See Contacts.
  • Contact method: a phone number or email address on a contact. See Contacts.
  • Conversion: turning a qualified lead into a contact, optionally with an account and an opportunity. See Leads, accounts and opportunities.

D​

  • Data source: company data the AI can search before it answers, such as your site's content, a search index, a database table or a website. See Knowledge.
  • Deployment: a specific AI model made available through a connection, such as a chat model. Profiles pick the deployment they use. See AI connections.
  • Dial from: the number customers see for one dialer load's calls. See Load activities.
  • Dialer modes: how the dialer places calls. Preview: the agent reviews the record, then clicks Dial. Power and Progressive: the system places the calls itself for agents who are available, reserving one agent for each call, and the record opens as the call starts. See Dialer profiles.
  • Dialer profile: the settings for outbound dialing: the mode, the caller ID, the calling window and the compliance rules. See Dialer profiles.
  • Disposition: the outcome of an activity, such as No answer, Call back or Sold. Agents pick one when they complete an activity, and the AI picks one when its conversation ends. See Dispositions.
  • Do not call / Do not SMS / Do not email: a contact's request not to be reached that way. Dialers, loads and automated messages skip them. See Contacts.
  • Do-not-call registry: a list of numbers that must not be called, either national (such as the USA FTC registry) or your company's own. See Do-not-call lists.
  • Docked agent bar: the small bar at the bottom of every admin page that pops up with each offer while an agent is signed in. See Agent workspace.
  • Document: a file you upload to an AI profile so it answers from it. See Knowledge.

E​

  • Entitlement: an agent's record of which queues and campaigns they may sign in to, in what order, and which skills they hold. Supervisors need one too. See Skills and agent entitlements.
  • Entry point: the front door for one or more of your numbers. It decides where calls or texts go (a queue, one agent or an AI), the opening hours, the phone menu and voicemail. See Inbound entry points and IVR menus.
  • Extension: a short internal number, such as 1001, that belongs to one person. See Extensions.

F​

  • Feature: a part of the product that an administrator turns on in Tools > Features. Its screens appear only while it is on. See Features and settings.

H​

  • Handoff: the AI passing a customer to a person in a queue, when the customer asks for one, looks like a qualified lead, or is frustrated. See Subjects.
  • Hold music: the audio callers hear while they wait in a queue. See Voice media.

I​

  • Interaction: the record of one call or conversation with a customer, shown in the agent workspace and in reports. See Agent workspace.
  • Interaction Center: the admin menu that holds the CRM and the contact center. See Finding your way.
  • IVR menu: a keypad menu callers hear, such as "For support press 1". Each key sends the caller to a queue, a person, voicemail or another menu. See Inbound entry points and IVR menus.

K​

  • Knowledge: the documents and data sources an AI profile answers from. See Knowledge.

L​

  • Lead: a prospect you have not qualified yet. You call and text it like a contact, but it is kept apart until you convert it. See Leads, accounts and opportunities.
  • Lead source / Lead status: where a lead came from, such as Trade show, and where it is in qualification, such as Working - Contacted. See Leads, accounts and opportunities.
  • Legal hold: a mark that stops a recording or voicemail from being deleted. See Contact Center settings.
  • Listen: a supervisor hears a live call silently. See Live dashboard.
  • Live dashboard: the supervisor's real-time view of queues and agents. See Live dashboard.

M​

  • MCP (Model Context Protocol): an open standard for connecting AI to outside tools and data. Your site can use tools from MCP servers, and can offer its own as one. See Tools and agents.
  • Memory: what the AI remembers about a signed-in user across conversations, such as their preferences. See Memory.
  • Message template: a canned response agents insert into a text reply. See Messaging workspace.
  • Messaging workspace: the shared inbox for text conversations with customers. See Messaging workspace.
  • My workspace: the agent's live desk: presence, queues, offers, the current call and recent work. See Agent workspace.

N​

  • Number not in service: a disconnected or invalid number. Calls that reach one are completed on their own, and the number is never loaded or dialed again. See Numbers not in service.

O​

  • Offer: work offered to one agent, with a countdown to accept or decline. See Agent workspace.
  • Omnichannel address: a phone number your business owns, listed once, with what it is used for: voice calls, text messages or both, and the agents who call and text from it. See Omnichannel addresses.
  • Opportunity: a deal you are working on, with a stage, an amount and a close date. See Leads, accounts and opportunities.
  • Opportunity stage: a step in your sales pipeline, with a probability, and whether it is won or lost. See Leads, accounts and opportunities.
  • Outcome: a special meaning on a disposition, such as Number not in service or No answer, so the platform can apply it on its own. See Dispositions.
  • Overflow: moving a waiting caller to another queue after a time, when the queue is full, or after hours. See Queues.

P​

  • Permission: the right to do one thing, such as Manage Contact Center queues. Roles are bundles of permissions. See Roles and permissions.
  • Power dialing, Preview dialing, Progressive dialing: see Dialer modes.
  • Presence: whether an agent can take work right now: Available, a reason such as Lunch, or Offline. See Agent workspace.
  • Prompt template: a reusable block of AI instructions that profiles can share. See Prompt templates.

Q​

  • Queue: where waiting calls and messages line up until an agent takes them. It decides which agent is next, what callers hear, and what happens when you are closed or busy. See Queues.
  • Queue group: a set of queues reported together, such as Sales or Service. It does not change routing. See Queues.
  • Quiet hours: the time outside a queue's business hours. Agents see a warning before texting a customer then. See Messaging workspace.

R​

  • Reason code: see Agent state.
  • Role: a named bundle of permissions, such as Agent or Supervisor, given to users. See Roles and permissions.
  • Routing strategy: how a queue picks the next agent: longest idle, round robin, or least busy. See Queues.

S​

  • Secure data capture: a one-time link an agent sends so the customer can type card or bank details themselves. See Contact Center settings.
  • Service level (SLA): how long an item may wait in a queue before it counts as a breach. See Queues.
  • Shared voicemail: a queue's voicemail box, which the team works together. See Voicemail.
  • Skill: something an agent can do, such as Spanish or Billing, with a proficiency from 1 to 5. Queues can require or prefer skills. See Skills and agent entitlements.
  • Soft phone: the phone in your browser, run in the browser extension or the Windows app, where agents make and take calls. See Soft phone.
  • Subject: what a call or message is about, such as Support request, with the fields the agent fills in. It is inbound or outbound. See Subjects.
  • Subject flow: what happens after each disposition of a subject: finish, try again later, or create a new activity. See Subject flows.
  • Supervisor: a team lead who watches the queues, helps on live calls and reads reports. Also the name of a built-in role. See Roles and permissions.

T​

  • Tool: an action the AI can take during a conversation, such as searching your content or calling another system. See Tools and agents.
  • Transfer: handing a call to someone else. Blind hands it over at once; warm lets you talk to the person first. See Placing and handling calls.

V​

  • Voice media: your library of audio for calls: hold music and recorded menu prompts. See Voice media.
  • Voicemail greeting: what callers hear when you miss their call. You record your own. See Voicemail.

W​

  • Web crawler: collects pages from a website so the AI can answer from them. See Knowledge.
  • Whisper: a supervisor talks to the agent during a live call without the customer hearing. See Live dashboard.
  • Workflow: an automation that starts on an event, such as a call ending, and runs tasks, such as sending a text. See Contact Center workflows and AI workflows.
  • Wrap-up: the time after a queue or campaign call when the agent finishes notes. It ends when the agent completes the activity. See Agent workspace.