--- title: "Glossary" description: "Definitions for the product terms used across Voicetta documentation and app.voicetta.com." publishedAt: "2026-06-27" modifiedAt: "2026-08-07" category: "Reference" tags: "Voicetta, glossary, agent, workspace, Guest" navOrder: "90" canonical: "https://voicetta.com/docs/glossary" --- # 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](/docs/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](/docs/roadmap) for the maturity phases. ## AI Employee Voicetta's product category: **The 5 Star Revenue AI Employee**. 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 (Available today, expanding): lasting Guest summary — preferences, commitments, and context across visits. See [Conversation Memory](/docs/conversation-memory). ## Deliver Roadmap phase (Available today, expanding): quality checks via [AI Evaluations](/docs/ai-evaluations) against the [Guest Philosophy](/docs/our-guest-philosophy) service standard. ## Think Roadmap phase (On the roadmap): judgment across full context to recommend the best next step. ## Grow Roadmap phase (Available today, expanding): [Optimize](/docs/optimize) turns conversation outcomes into prompt and knowledge improvements. ## Also known as Voicetta is sometimes called an AI receptionist, AI answering service, voice AI platform, conversational AI, or hospitality AI. All refer to **The 5 Star Revenue AI Employee** (an AI Employee with Guest intelligence). See [Product Roadmap](/docs/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. ## Import Existing Number Connect a phone number you already own (Twilio, Vonage, your Telnyx account, or a SIP trunk) to Voicetta without buying from Voicetta inventory. The number stays on your carrier. This is not carrier porting. ## Require SMS Optional setting when buying a number. When on, search only returns numbers that support voice and SMS. When off (default), voice-only inventory is included — useful in countries where local numbers are often voice-only. ## 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 Per-agent Guest context across phone, WhatsApp, and SMS. Configured on **Agent → Memory**. Recent history plus an optional lasting summary help the agent continue where the Guest left off. ## Agent tool An explicit action the agent can perform, such as sending an SMS confirmation or WhatsApp message after the Guest agrees. ## Connection (human UI) The label in `app.voicetta.com` for a live business system or channel the Guest connects to Voicetta — for example Guesty, Cal.com, or SMS. In agent-facing APIs this is called a **Setup Tool** (`tool_id`). Same thing, different name for humans vs machines. ## Setup Tool (agent API) A provisionable integration in the Setup API and MCP (`GET /v1/setup/tools/catalog`, `enable_tool`). Maps to **Connection** in the human UI. Identified by stable `tool_id` values such as `guesty`, `sms`, or `calcom`. ## Capability A voice action the Voicetta agent can perform **after** a Setup Tool is enabled — for example `guesty_search_reservations` or `send_sms_confirmation`. Capabilities are not selected during setup; they are enabled by the tool. ## 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**. ## Related pages - [Our Guest Philosophy](/docs/our-guest-philosophy) - [Product Roadmap](/docs/roadmap) - [Agent Tools](/docs/agent-tools) - [Agent Setup Playbook](/docs/agent-setup-playbook) - [Billing, Wallet, and Pricing](/docs/billing-and-wallet)