VoiceCraft glossary

A

Agent (Receptionist) — An AI-powered voice assistant that answers phone calls on behalf of your business. Configured through the AI builder.

Active — Agent 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 agent used to answer a caller's question. Visible on the call detail page.

D

Deploy — The action of changing an agent from Draft to Active status so it begins accepting calls.

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

Duties — The capabilities enabled on an agent: appointment booking, form collection, voice ordering.

E

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

I

Inactive — Agent status meaning it was manually disabled by the user.

K

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

L

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

O

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

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

P

Paused — Agent 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 agent.

R

RAG (Retrieval-Augmented Generation) — The technique used to search your knowledge documents and include relevant excerpts in the agent'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 agent to process. VoiceCraft uses Deepgram.

Soft delete — When an agent 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 agent's text responses into spoken audio for the caller to hear.

V

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

W

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