VoiceCraft glossary

Definitions of key terms used across the VoiceCraft platform.

A

Agent (Receptionist) — An AI-powered voice assistant that answers phone calls on behalf of your business. Configured through the AI builder. In the sidebar, these appear under Receptionists.

Active — Receptionist status meaning it is live and accepting inbound calls.

C

Campaign — A batch outreach action, either outbound phone calls (call campaign) or text messages (SMS campaign), sent to a list of contacts.

Citation — A reference to a specific knowledge document that the receptionist used to answer a caller's question. Visible on the call detail page.

D

Go live — The action of changing a receptionist from Draft to Active status so it begins accepting calls. Triggered by clicking Go live on the receptionist overview page.

Draft — Receptionist status meaning it is being configured and not yet accepting calls.

Duplicate — Creating a copy of an existing receptionist. Use Duplicate from the receptionist overview to create variations for different locations or use cases.

Duties — The capabilities enabled on a receptionist: appointment booking, form collection, voice ordering.

E

Escalation — When the receptionist transfers a call to a real person because it cannot handle the request. Uses the escalation phone number.

I

Inactive — Receptionist status meaning it was manually turned off by the user.

K

Knowledge base — A library of documents (PDFs, text files, URLs) that receptionists reference during calls using retrieval-augmented generation (RAG).

L

LiveKit — The real-time communication platform that handles voice call connections between callers and VoiceCraft receptionists.

O

Organization — Your workspace in VoiceCraft. All receptionists, contacts, calls, and settings belong to an organization.

Overage — Usage beyond your plan's included minutes, billed at a per-minute rate.

P

Paused — Receptionist status meaning it was automatically disabled (e.g., trial exhausted or usage cap reached).

Provisioning — The process of obtaining a new phone number from a telephony provider (Twilio or Plivo) for your receptionist.

R

RAG (Retrieval-Augmented Generation) — The technique used to search your knowledge documents and include relevant excerpts in the receptionist's responses.

S

SIP trunk — A telephony connection method used to route calls from external phone systems to VoiceCraft.

STT (Speech-to-Text) — The technology that converts spoken words from a caller into text for the receptionist to process. VoiceCraft uses Deepgram.

Soft delete — When a receptionist is deleted, it is initially hidden but recoverable from Trash within the data retention period.

T

Tombstone — A compliance action that redacts personally identifiable information (PII) from a form submission while preserving the audit record.

TTS (Text-to-Speech) — The technology that converts the receptionist's text responses into spoken audio for the caller to hear.

V

Vertical — The industry category of a receptionist (healthcare, legal, restaurant, etc.). Determines which features and compliance rules apply.

W

Warm transfer — A call transfer where the receptionist briefs the human recipient before connecting the caller, providing context about the conversation.