The vocabulary used across the platform UI, the docs and the API. When you see one of these words in your project, this is what it means.
Project & configuration
Tenant — your account. A billing and isolation boundary. One tenant can contain many projects, members and API keys.
Project — one business with one voice agent. Holds the scenarios, knowledge base, plugin connections, members, API keys and wallet draw. Most operations in the platform are scoped to one project.
Industry Pack — a calibrated bundle of everything an agent needs in a specific vertical (Restaurants, Sales, Real estate, Government). Picking a pack at project creation seeds the scenarios, slots, goals, intent routes and plugin requirements. Fully editable afterwards.
Member — a person with access to a project. Roles: Owner, Editor, Viewer.
Role — the permission level a member has on a project. Owner = full control; Editor = configuration but no billing; Viewer = read-only.
Copilot — the AI assistant built into the platform (web and mobile). It answers questions about your project and proposes typed configuration changes — goals, prompts, packs — that you apply, refine or reject. Nothing changes without your explicit apply.
Conversation runtime
Scenario — one call type for one project. "Inbound booking", "outbound reminder", "lead qualification" — each is a scenario. A project has many scenarios. Each is either inbound or outbound.
Session — one execution of a scenario for one phone call or text conversation. Holds the call's transcript, slot values, tool calls, recording reference, outcome and cost.
Slot — a typed structured value the agent collects during a session. partySize: integer, bookingTime: datetime, phone: phone. Each scenario declares the slots it needs.
Goal — the business outcome a scenario is configured to achieve. Carries success criteria, constraints, escalation rules, tone and priority. Most scenarios have one primary goal.
Step — a named participant in a scenario's flow (slot_collection, say, branch). Most simple scenarios are one slot_collection step that owns all the slots; the agent fills them in one flowing conversation.
Intercept — a named moment in the conversation where a script handler can run: silence, interruption, before/after tool call, slot filled, session start/end, webhook received. Industry packs ship sensible defaults.
Outcome — what a completed session resolved to. Three values: success (goal achieved), middle (a real conversation of 30 seconds or more, but no goal), spam (sub-30-second drop or no engagement). Drives billing.
Commercial Intent Score — a 0-100 score the platform assigns each session after the call, indicating how commercially interested the caller seemed. Useful for prioritising follow-up.
Integrations
Plugin — an integration with an external system: calendar, booking, CRM, messengers, SMS, email, web widget. Plugins expose tools the agent calls during a session.
Plugin Type — the kind of integration (Calendar, Booking, CRM, Messenger, etc.). Every plugin of a type implements the same contract, so providers are swappable.
Tool Call — an invocation by the agent of a platform capability during a session. schedule_meeting, create_lead, send_sms. Each tool call is recorded in the session trace with its arguments and result.
Knowledge base — the indexed content the agent uses to answer factual questions about your business. Sources: a website crawl and uploaded PDFs.
Outbound
Outbound trigger — a POST /v1/calls API request that initiates one outbound call.
Outbound batch — a CSV-uploaded set of contacts dialled at a controlled pace under one scenario. Batch progress and per-state counts are available through the API.
Idempotency Key — your unique identifier for a state-changing API request. Repeating the same key returns the original response — safe for retries.
Webhooks & API
Webhook subscription — a URL we POST to when a specified event fires. Signed with an HMAC of the request body, retried with growing backoff.
Inbound webhook — a named URL your systems can POST to in order to push an event into the project's active sessions, delivered as an on_webhook_received intercept.
API key — a token your code uses to talk to the API. Project-scoped, permission-scoped, revocable. Shown once at creation; hashed at rest.
Scope — the operations an API key is allowed to perform. outbound:trigger, sessions:read, webhooks:read.
Billing & usage
Wallet — your tenant's prepaid balance. Drawn against by call charges, crawler time, chat tokens and channel events.
Top-up — moving money into your wallet, manually or by auto-top-up rule.
Trial — the free period every new tenant starts on: 14 days and up to 200 conversations, no card required. Test calls do not count against it.
Tier — the provider stack a scenario runs on: Economy / Standard / Premium / Enterprise. Sets both the underlying models and the per-call rate. Enterprise also includes enterprise-level support and an SLA.
Overage — minutes of a call beyond the 5-minute default cap, when a scenario raises it. Charged per minute at the tier rate.
Sandbox — an account mode for development in which every charge is simulated and clearly marked. The wallet does not actually move. Enabled on request.
Usage event — a metered record (call minute, LLM tokens, STT seconds, TTS characters, telephony minute, storage GB-hour, API call, crawler second). Used to compute billing and surface per-project usage reports.
Security & retention
Tenant isolation — the architectural rule that every data row carries a tenant id and every query enforces it. From outside it looks like each tenant has its own copy of the platform.
DSAR — Data Subject Access Request. A caller's right to know what data you hold about them and to demand deletion. Send deletion requests to privacy@aitelier.org and we complete the erasure with confirmation.
Retention — how long the platform keeps your data. Recordings 30 days; transcripts and session data for the life of your account; billing records as required for financial compliance.