Glossary
- Agent
- A configured AI voice persona belonging to a client. See
Agents.
- Call
- One voice conversation —
phone, web, or test. See
Core concepts.
- Client
- An end-customer of yours whose calls an agent answers. See
Core concepts.
- Conditional instruction (trigger)
- In Questions & conditions,
an instruction that activates only when its condition is met. Can say, ask,
and/or forward.
- Conversation design
- The mode that controls how an agent runs a call: Questions & forwarding,
Questions & conditions, or Decision tree. See
Conversation design.
- Decision tree
- A fully scripted, branching conversation flow (super-admin only). See
Conversation design.
- Embed
- A web-call button configuration placed on a website. See
Core concepts.
- Forwarding rule
- In simple mode, an "if condition, transfer to number" rule. See
Call forwarding.
- Intake question
- A structured piece of information the agent collects from callers. See
Configuring an agent.
- Knowledge base
- Free-text an agent uses to answer factual questions about the business. See
Configuring an agent.
- Operator
- Your business account / workspace. See Core concepts.
- Persona
- A ready-made package of voice, personality, and language for an agent. See
Configuring an agent.
- Phone number
- A telephone number routed to an agent for inbound calls. See
Core concepts.
- Core concepts — The objects Vocadesk is built around — operators, clients, agents, calls, phone numbers, and embeds.
- Agents — What an agent is and the three things you configure — who it is, how it converses, and when it transfers.
- Clients — Create and manage the end-customers whose calls your agents handle.
- Getting started — From signing in to your first live call — the fastest path through Vocadesk.
- Vocadesk Documentation — What Vocadesk is, who it's for, and how this documentation is organized.