A–D
| Term | Definition |
|---|---|
| Agent | An AI-powered virtual assistant that handles phone calls or web chats. You configure its behavior, voice, and personality. |
| Batch Job | A set of phone numbers (uploaded via CSV) to be called automatically by an agent, with scheduling and progress tracking. |
| Batch Item | A single phone number within a batch job, with its own status (pending, calling, completed, or failed). |
| Call Ratio | The ratio of outgoing calls to available agent sessions. A ratio of 1.5 means 1.5 calls are placed for every available agent. |
| Callback | A scheduled follow-up call to a prospect, triggered when a disposition with the “callback” flag is applied. |
| Campaign | An advanced outbound calling system with prospect management, timezone-aware scheduling, DNC compliance, dispositions, and dialing controls. |
| Cold Transfer | Transferring a caller directly to a human agent without any briefing. |
| Custom Function | A webhook-based tool that the agent can use during a conversation — for example, checking inventory or booking an appointment. |
| Dialer Interval | How often the dialer checks for new calls to place (measured in seconds, typically 2–15). |
| Disposition | The outcome category of a call, such as “interested”, “not home”, “do-not-call”, or “callback”. Campaigns use custom dispositions per campaign. |
| DNC (Do Not Call) | A compliance list of phone numbers that must not be called. Campaigns enforce DNC automatically. |
| Dynamic Variables | Placeholders in agent prompts (e.g., {{customer_name}}) that are filled in with real data at the time of each call. |
E–L
| Term | Definition |
|---|---|
| E.164 | The international phone number format with a + prefix and country code (e.g., +16505551234). |
| First Message | The greeting your agent says when a call connects. |
| Knowledge Base | Documents you upload to an agent so it can answer questions using your content during conversations. |
| LLM | Large Language Model — the AI that powers the agent’s conversation ability (e.g., GPT-4o). |
M–R
| Term | Definition |
|---|---|
| RAG | Retrieval-Augmented Generation — a technique where the agent pulls information from your uploaded documents to give better answers. |
| RBAC | Role-Based Access Control — the system that assigns Admin, Developer, or Member permissions within a workspace. |
S–Z
| Term | Definition |
|---|---|
| Prospect | A contact to be called in a campaign. Each prospect has a phone number, call history, and disposition state. |
| Prospect List | A collection of prospects uploaded via CSV. Campaigns can have multiple lists with different priorities. |
| SIP Trunk | The connection between a phone number and the Vaani platform that enables voice call routing. |
| Scheduled Report | An automated campaign report delivered via email at the end of dialing or at midnight. |
| STT | Speech-to-Text — converts the caller’s spoken words into text for the agent to understand. |
| System Prompt | The instructions that define your agent’s personality, behavior, rules, and conversation goals. |
| TTS | Text-to-Speech — converts the agent’s text responses into natural-sounding spoken audio. |
| VUI Widget | The embeddable voice interface component that lets website visitors talk to your agent in the browser. |
| Warm Transfer | Transferring a caller to a human agent, with the AI first briefing the human about the conversation. |
| Workspace | Your team’s organizational unit in Vaani. All agents, calls, and settings belong to a workspace. |