Glossary

Short definitions of every term the Callab AI dashboard uses, from Agent Identity to Workspace, in alphabetical order.

Agent. An AI that holds a conversation on your behalf, by phone (voice agent) or by text (text agent). See Core concepts.

Agent Identity. The first prompt field: who the agent is, its tone and role.

Advisor. The page, under Observability in the sidebar, that lists configuration issues detected across your agents, knowledge bases, campaigns and numbers.

AMD. Answering-machine detection. Notices when a voicemail picks up an outbound call and reacts instead of talking to a recording.

Auto-recharge. A billing setting that buys minutes automatically when the balance falls under a threshold.

Background audio. An ambient sound played under the agent’s voice, such as a call-centre room tone, so the call sounds like a place rather than a vacuum.

Balance. The minutes and text messages left in the company account, shown at the bottom of the sidebar.

BYOT. Bring your own Twilio. Adds a phone number from your own Twilio account.

Call. One conversation with a voice agent, from the browser or the phone, with its recording, transcript, summary and outcomes.

Call quality. A score on each call’s page, alongside AI relevancy and faithfulness, judged after the call from the transcript.

Campaign. A calling job: outbound (the agent calls a contact list) or inbound (the agent answers a number).

Category. A free-text grouping on a contact, such as Lead or Customer. Campaigns can target it.

Change request. A prompt change drafted by AI from thumb-down feedback, shown under Change Requests to review, edit and accept. Accepting creates a new revision.

Company. Your account. Holds members, workspaces, billing, phone numbers and storage.

Connection. A CRM connected through OAuth under Integrations, such as HubSpot or Pipedrive.

Contact. A person with a phone number. The audience of outbound campaigns.

Conversation. One text-agent thread: its turns, tokens and tool calls.

Denoiser. Noise reduction applied to the caller’s audio before the agent hears it.

Deployment. A text agent published to Slack, Telegram, Microsoft Teams, WhatsApp or Discord.

Dynamic variable. A placeholder in the prompt, such as {{customer_name}}, filled per conversation.

Evaluation. A test scenario with steps and success criteria, run against an agent, with a pass rate per run.

First message. What the agent says when it speaks first.

Flow. A prompt type where the conversation is a graph of nodes rather than one prompt.

Guardrails. The third prompt field: style rules, phrases to use or avoid, boundaries.

Inbound. A call the agent receives. Also a campaign type.

Integration. An automation flow under Integrations: inbound flows pull data in, outbound webhooks push data out.

Knowledge base. Documents the agent can search during a conversation through the Knowledge Base tool.

Launch Checklist. The pre-ship checks in the agent workspace, shown in Publish. A required check that fails blocks publishing.

MCP. Model Context Protocol. A tool type that connects an agent to an MCP server’s tools and data.

Modality. Voice or text. Fixed when an agent is created.

Outbound. A call the agent places. Also a campaign type.

Outcome. A structured field extracted from each conversation once it ends.

PII redaction. Removes names, emails, phone numbers and other personal details from transcripts, summaries and analytics before they are stored.

Press Keys (DTMF). A tool that presses keypad digits during a call, to get through an IVR menu or confirm a prompt.

Prompt type. Single prompt or flow.

Publish. Takes the agent’s saved version live, once the required launch checks pass. Saving alone does not.

Recommendation. A next step for an agent, ranked by expected impact, under Recommendations. Re-evaluated after every revision.

Revision. The second number in a version, v0.3. Increments on every save and starts again when the agent is published.

Schedule Callback. A tool that books a callback at a time the caller chooses, placed later by an outbound campaign.

SIP trunk. A carrier connection that brings your own phone numbers to Callab AI.

Tag. A label on a contact. Campaigns target tags.

Tool. An action the agent can take during a conversation: end or transfer the call, hand it to another agent, press keys, schedule a callback, call a webhook, send an email, book on Cal.com, push to Zapier, search a knowledge base or use an MCP server.

Turn detection. How the agent decides the caller has finished speaking and it is its turn.

VAD. Voice activity detection. The thresholds that decide what counts as speech and what counts as silence.

Version. A saved state of an agent, numbered and diffable, with rollback.

Widget. The chat or call interface embedded on a web page.

Workspace. A partition of a company that holds agents, campaigns and contacts.