Core Terms
These are the terms users meet most often.| Term | Definition |
|---|---|
| Agent | Configured Voice AI caller that owns prompt, model, voice, transcriber, settings, functions, and analysis fields. |
| Agent version | Saved agent configuration identified by version number and publish state. |
| Audio Cache | Reuses synthesized audio for repeated exact phrases so the agent responds faster and at lower cost. |
| Batch call | CSV-based outbound campaign. |
| Batch recipient | One row of a batch campaign - the person a campaign attempt calls. Same person a workflow calls a lead. |
| Call log | Stored record of a phone or web call. |
| Default variable | Fallback value saved on an agent version, edited in the Fallback Settings panel. |
| Dynamic variable | Placeholder value such as {{first_name}} supplied at call time. |
| End reason | Why a call ended: caller hangup, agent hangup, transfer, voicemail, silence timeout, max duration, or error. Shown on the call detail page. |
| Hinglish | Mixed Hindi-English speech. The hi-en language option tunes recognition and speech for it. |
| Knowledge base | Uploaded organization documents an agent can retrieve from during calls. |
| KYC | Identity verification required before a workspace can place unrestricted outbound calls. |
| Lead | Person or phone number moving through a workflow. |
| Phone number | Inbound or outbound route connected to an agent version. |
| Post-call analysis | Structured extraction after the call, using fields defined per agent. |
| Published version | Version intended for live routing. Drafts never take live traffic. |
| Warm transfer | Transfer where the agent briefs the human before connecting the caller, instead of handing off cold. |
| Webhook | Event delivery to an external HTTPS endpoint. |
| Webhook secret | Shared secret used by receivers to verify events. |
| Workflow | Node-based automation for leads. |
Terms People Mix Up
Agent webhook and external webhook
Agent webhook and external webhook
Agent webhook enables event behavior for an agent. External webhook defines the workspace receiver URL.
Workflow lead and batch recipient
Workflow lead and batch recipient
A workflow lead moves through nodes. A batch recipient receives campaign attempts.
Transcript and summary
Transcript and summary
Transcript is the call text. Summary is a generated short version.
Default variable and dynamic variable
Default variable and dynamic variable
Dynamic variable is the placeholder. Default variable is the fallback value.
Related Reading
Platform Concepts
Learn concept relationships.
Call Data Model
Understand stored fields.
FAQ
Read common questions.