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
The person your business serves. A Guest may be a caller, tenant, buyer, patient, lead, customer, or hotel guest. Voicetta uses Guest as a service standard, not only as a hospitality term.
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, SMS, and WhatsApp 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.