Key Concepts & Glossary

Agent Fuel is the credit system that powers all voice agent activity on the platform. Every call your agents handle consumes Agent Fuel based on the duration and complexity of the conversation. Your subscription includes a starting balance of Agent Fuel each month, and you can configure auto-reload to ensure your agents never run out of credits mid-call.

Think of Agent Fuel like minutes on a phone plan — except smarter. You can monitor your balance from the Agency Dashboard, and the platform will notify you when your balance gets low.

A Voice Agent is an AI-powered phone receptionist deployed for one of your clients. Each voice agent has its own dedicated phone number, unique voice, personality settings, and business knowledge. When a customer calls that number, the voice agent answers, holds a natural conversation, and handles the call according to your configuration.

Each client can have one voice agent. The agent is trained on the client's business information, FAQs, services, and any knowledge base documents you upload.

A Template is a pre-built agent configuration designed for a specific industry or use case. Templates come with a ready-made system prompt, greeting message, FAQ structure, and template variables — all tailored to businesses in that category. For example, the "Dental Office" template includes prompts for scheduling cleanings, answering insurance questions, and describing common procedures.

The platform includes 145 templates across 19 categories. You select a template when deploying an agent, then customize it with your client's specific details.

Template Variables are the customizable fields within a template that you fill in with your client's specific business information. Common variables include business name, phone number, address, hours of operation, and services offered.

When you deploy an agent using a template, you fill in these variables, and the AI weaves them into every conversation naturally. For example, if a caller asks "What are your hours?", the agent uses the business hours variable to give an accurate answer.

A Connector is an integration that links your voice agent to an external service. The most common connector is Cal.com for appointment booking — when a caller wants to schedule an appointment, the agent can check availability and book it directly through the connected calendar.

Connectors extend what your agents can do beyond just answering questions. They turn your AI receptionist into a true business assistant that takes action on behalf of your client.

The Knowledge Base is a collection of documents and information that your voice agent can reference during calls. You can upload PDFs, text files, and other documents — things like service menus, pricing sheets, policy documents, or company background information.

The AI reads and understands these documents, so when a caller asks a detailed question, the agent can draw on the knowledge base to provide an accurate, informed answer. The more you add to the knowledge base, the smarter and more helpful the agent becomes.

The Client Portal is the white-labeled dashboard that your clients access to view their agent's performance. Each client gets their own login and sees only their own data — call history, transcripts, recordings, analytics, and basic agent settings.

The Client Portal carries your agency's branding (logo, colors, name) so your clients experience it as your product. You control what clients can see and edit through the Agency Portal.

A Contact is a person who has called one of your client's voice agents. The platform automatically creates a contact record for each unique caller, storing their phone number, call history, and any information the AI collected during conversations (like their name or what they were calling about).

Contacts form the foundation of the built-in CRM, giving you and your clients a clear view of who's calling and how often.

A Conversation is a single phone call between a caller and a voice agent. Each conversation record includes the full audio recording, a word-by-word transcript, an AI-generated summary, a quality score, sentiment analysis, call duration, and timestamps.

You can review conversations from the Agency Portal or the Client Portal. They're the core data point for understanding how your agents are performing and what callers are asking about.

An Organization is your agency account on the platform. When you sign up, you create an organization that represents your agency. All of your clients, agents, team members, billing, and branding settings live under your organization.

If you run multiple agencies or brands, each one would be a separate organization. Most users have a single organization that represents their agency business.