Caller intent
The reason a caller is contacting the business, captured before the system chooses an answer or action.
Source: ProductFeatureSetGlossary
Business policy
Approved rules and information the voice workflow retrieves before responding.
Source: ProductFeatureSetCall script
Business-approved conversational guidance for common call situations.
Source: ProductFeatureSetKnowledge base
The configured business information used to answer routine questions.
Source: ProductFeatureSetLead qualification
Questions used to collect the details a business requires before follow-up.
Source: ProductFeatureSetBooking rule
A constraint governing when and how an appointment may be scheduled.
Source: ProductFeatureSetHuman escalation
Transfer of a sensitive, exceptional, or low-confidence request to a person.
Source: ProductFeatureSetCall transcript
A written record of the conversation used for review and summarization.
Source: ProductFeatureSetCall summary
A concise record of the caller intent, discussion, action, and handoff.
Source: ProductFeatureSetCRM update
A permitted change to a customer or lead record after the conversation.
Source: ProductFeatureSetMissed-call recovery
A workflow that follows up on a call the business could not answer live.
Source: ProductFeatureSetConsent prompt
A request for permission before recording or taking a configured action.
Source: ProductFeatureSetQuality review
An operator check of calls, summaries, routing, and policy compliance.
Source: ProductFeatureSetFailover transfer
A route to a person when automation cannot safely complete the call.
Source: ProductFeatureSetVoice persona
The configured speaking style used by the business voice agent.
Source: ProductFeatureSetOutcome metric
A measure such as booking completion, escalation accuracy, or update success.
Source: ProductFeatureSetRole-based access
Administration permissions limited according to an operator’s role.
Source: ProductFeatureSetVertical playbook
A reusable call workflow tailored to a particular service field.
Source: ProductFeatureSet