Glossary
Use this glossary when a term in the app or documentation is new.
Why it matters for your business
- Save money: shared definitions reduce confusion during setup.
- Work faster: teams can understand product terms without asking support.
- Standardize service: everyone uses the same Guest-first language.
- Delight every Guest: clear internal language leads to clearer Guest communication.
Guest
Every person or AI agent your business serves — in any industry. A Guest may be a hotel guest, tenant, buyer, patient, lead, caller, customer, or AI agent acting on someone's behalf. Voicetta uses Guest as a service standard, not only as a hospitality term.
Read the full standard: Our Guest Philosophy.
Guest intelligence
How Voicetta's understanding of each Guest deepens over time — cross-channel memory, knowledge, live system connections, lasting profiles, and consistent service. See the Product Roadmap for the maturity phases.
AI Employee
Voicetta's product category. An AI Employee handles voice, phone, and messaging, qualifies conversations, and manages revenue-critical Guest communication with one growing understanding of every Guest.
Remember
Roadmap phase (Available today): cross-channel memory and Guest timelines across voice, phone, and messaging.
Understand
Roadmap phase (Available today): Knowledge Base and approved business policies the agent uses during conversations.
Connect
Roadmap phase (Available today, expanding): live business systems — PMS, booking, calendars, CRM — as the source of truth during conversations.
Know
Roadmap phase (In development): lasting Guest profile — preferences, scheduled commitments, and patterns across visits.
Deliver
Roadmap phase (In development): every conversation follows the Guest Philosophy service standard.
Think
Roadmap phase (On the roadmap): judgment across full context to recommend the best next step.
Grow
Roadmap phase (On the roadmap): outcomes from Guest interactions feed back into sharper service standards.
Also known as
Voicetta is sometimes called an AI receptionist, AI answering service, voice AI platform, conversational AI, or hospitality AI. All refer to an AI Employee with Guest intelligence. See Product Roadmap.
Workspace
The account space where your business settings, team, agents, phone numbers, knowledge, History, and billing live.
Agent
The AI voice agent configured in Voicetta. In the codebase, this is often called an assistant, but the user-facing app label is Agent.
Inbound call
A call that a Guest places to your agent's phone number.
Outbound call
A call that your agent places to a Guest or contact.
Knowledge base
The approved information the agent can use during conversations, such as FAQs, documents, website content, listing data, policies, and business details.
Review before use
The workflow where new knowledge is staged for approval before the agent can use it.
History
The app area that groups Guest interactions across voice, phone, and messaging into timelines.
Conversation memory
Workspace-scoped context that helps the agent remember relevant previous interactions with the same Guest.
Agent tool
An explicit action the agent can perform, such as sending an SMS confirmation or WhatsApp message after the Guest agrees.
Wallet
The prepaid balance used for certain Voicetta usage charges, such as voice usage or platform-billed AI usage depending on your configuration.
BYOK
Bring Your Own Key. You provide your own AI provider API keys in Settings → AI & API keys.