| Term | Definition |
| Activate | Deploys a processed Auto Workflow version into a new or existing agent for testing or live use. |
| Agent | An AI voice assistant you create and configure to handle calls. |
| Auto Workflow | The recommended way to build an agent: upload real call recordings and the platform automatically generates an agent and its workflow. |
| Branch | A separate line of an agent's configuration, with its own draft and version history. Live traffic can be split across branches. |
| Calls Handled | Total calls a Fleet's agents have handled during the session. |
| Client tool | A tool that sends an event to your own application on the caller's side during a live call. |
| Cold transfer | A blind transfer: the AI Agent transfers the call to a human without introducing the caller. |
| Cost Breakdown | Shows each AI model used while processing Auto Workflow recordings and its cost. |
| Deploy | Makes a published agent version live for use by Fleets and campaigns. |
| Draft | Unpublished changes to an agent that are not yet live. |
| Dynamic variable | Information inserted into the agent's prompt to personalize the conversation, such as the Lead's name. Created by typing {{. |
| Edge | A line connecting two nodes in a workflow. Its transition type determines when the conversation follows that path. |
| End Conversation | A system tool that ends the call. Always keep it on so agents don't spend credits on dead calls. |
| Execution timing | When a tool fires during the workflow. |
| Fleet | A group of AI Agent seats assigned to a Convoso campaign to handle calls. |
| Goal | The primary outcome the agent is trying to achieve, such as qualifying Leads or scheduling appointments. |
| Integration tool | A pre-built tool from a connected integration such as Convoso, Zendesk, Twilio, or Calendly. |
| Knowledge Base | Documents, URLs, and text your agents can reference during live calls. |
| LLM (Large Language Model) | The agent's "brain" — the AI model that interprets the conversation and generates responses. |
| LLM Condition | An edge type where an AI model decides whether a natural-language condition is met. |
| Loop prevention | A safety setting that stops workflows from repeating endlessly. |
| Node | A step in a workflow, such as Start, Subagent, Say, Dispatch Tool, Transfer, or End. |
| OAuth credentials | Authorization credentials from your Convoso account that connect it to Voice AI Agent. |
| On A Call | Number of seats in a Fleet currently on a live call. |
| Persona | The agent assigned to a Fleet seat. |
| Prompt | Instructions and information that guide the agent's behavior and responses. |
| Provider | The company supplying the voice, LLM, or speech-to-text technology. |
| Publish | Saves the agent's current configuration as a new version, ready to deploy. |
| RAG (Retrieval-Augmented Generation) | Lets the agent look up information in your verified sources before responding, instead of relying only on its training. |
| Seat | One concurrent AI conversation slot in a Fleet. |
| STT (Speech-to-Text) | The agent's "ears" — converts the caller's speech into text. |
| Super Agent | An agent created with Auto Workflow from your call recordings. |
| System tools | Built-in actions the agent can perform, such as ending the conversation. |
| Temperature | Controls how predictable or creative the agent's replies are. |
| Template | A pre-built agent for a specific industry or job type. |
| Tone | The agent's communication style, such as formal, friendly, or professional. |
| Transfer queues | The queues a Fleet is allowed to route calls to. |
| TTS (Text-to-Speech) | The agent's "voice" — converts the LLM's response into audio. |
| Uptime | Total continuous time a Fleet session has been active and connected to its campaign. |
| Version | A saved snapshot of an agent's configuration that can be restored or deployed. |
| Voice cloning | Creating an AI voice based on a real person's voice. |
| Warm transfer | The AI Agent joins the human agent on the line and introduces the Lead before leaving. |
| Webhook tool | A tool that sends data the agent collects on a call to another system (such as your CRM) via an HTTP POST. |
| Workflow | The visual map of the agent's conversation, made of nodes and edges. |
Voice AI Agent glossary
