Plain-language definitions of every term used across the platform, no jargon required.
If a word in another guide sends you here, this is the short answer. Each term
links to the guide that covers it in full.
| Term | What it means |
|---|
| Workspace | Your account space: one team, one billing account, one set of phone numbers and agents. Everything you build lives inside a workspace. |
| Member | Someone with access to your whole workspace and every agent in it, with a role that sets what they can do. Managed under Settings, in Members. |
| Term | What it means |
|---|
| Role | What a person is allowed to do. Workspace members have a role: owner, admin, editor or viewer. Agent collaborators instead have a level, view or edit, on a single agent. |
| Collaborator | Someone given access to a single agent rather than the whole workspace, as view (read-only) or edit (change that agent and run test calls). Added from the agent's Collaborators page. Unlike a member, a collaborator only ever sees the agent shared with them. |
| Term | What it means |
|---|
| Agent | The thing that answers the phone. A workspace can have many. It is a language model following your instructions, deciding what to say and what to do on each call. |
| System prompt | The written instructions that tell the agent who it is and how to behave. The agent reads them on every turn. Think of it as the job description and the rule book combined. |
| Builder Chat | The built-in assistant that edits the agent for you when you describe what you want in plain language. |
| Term | What it means |
|---|
| Model | The language model that powers the agent's thinking. Faster models feel more responsive; stronger ones reason better. You pick the balance. |
| Voice | How the agent sounds: the chosen voice, its speed, its tone, and the language it speaks. |
| Knowledge base | The reference material you give the agent: documents, web pages, pasted text. It lets the agent answer questions that are not in the prompt. |
| Term | What it means |
|---|
| Tool | A specific thing the agent can do during a call: look up an order, book a meeting, transfer to a person, hang up. You describe each tool in plain language and the agent decides when to use it. |
| Builtin tool | A tool the platform provides ready-made: transfer to a human, book a meeting, search the knowledge base, get the current time, end the call. |
| Webhook tool | A tool that calls one of your own web addresses to fetch or send information. It is how the agent reaches your own systems. |
| Term | What it means |
|---|
| Variable | A reusable named value, written as {{like_this}}, that gets filled into a tool when the agent uses it. Lets you store a setting once and reuse it. |
| Secret | A variable whose value is sensitive, an API key or password. It is stored encrypted and never shown again after you save it. |
| Term | What it means |
|---|
| Draft | Your work-in-progress version of the agent. Changes go here first and do not affect live callers until you publish. |
| Version | A snapshot of the agent's settings. One version is live (published) at a time; the rest are history or drafts. |
| Publish | The action that makes your draft the live version that real callers reach. The platform checks for blocking problems before it lets you. |
| Validator | The automatic check that runs before publishing. It flags errors, which block publishing, and risks, which warn but do not block. |
| Term | What it means |
|---|
| Eval | A scripted test conversation, graded automatically, that you run repeatedly to check the agent behaves reliably before you ship a change. |
| Judge | An automatic reviewer, itself a language model, that decides whether a call or an eval scenario actually helped the caller. |
| Term | What it means |
|---|
| Call | One conversation between a caller and the agent, from connect to hang-up. |
| Transcript | The full written record of a call, every line spoken and every tool the agent used. |
| Resolved call | A call that reached an end and that the automatic judge agrees actually helped the caller. |
| Term | What it means |
|---|
| Phone number | The inbound number callers dial to reach your agent. Bought and managed at the workspace level, then routed to the agent. |
| Usage | What you are billed for. Billing is pay-as-you-go: you are charged per minute of audio on calls, plus a little for the AI features you use while building. |