Glossary

Glossary

Key terms used throughout Telenow and this documentation.

Agent

A configured AI voice assistant — a system prompt plus a choice of LLM, STT, TTS, and (optionally) telephony providers. See Building agents.

API key

An organization‑scoped secret (vai_live_…) for server‑to‑server API calls, sent in the X-API-Key header. Shown once at creation. See Authentication.

Barge‑in

The ability for a caller to interrupt the agent mid‑sentence; the agent stops talking and listens. Built into the voice pipeline, with adjustable sensitivity per agent.

BIND / target

On connectors that act on a specific destination (a Google Sheet, an Airtable base, a form), the target is selected per agent tool — not per connection — so one connection can drive many targets. Telenow auto‑discovers the target's columns/fields into the tool's parameters. See Integrations.

BYOC (Bring Your Own Carrier)

Using your own carrier account (Plivo/Twilio and others) for telephony while Telenow runs the agent pipeline. See Telephony providers and Carriers API.

BYOK (Bring Your Own Key)

Supplying your own provider API keys (LLM/STT/TTS) so usage bills to your provider accounts while Telenow orchestrates the call. Configured alongside the agent's providers.

Chat session

A text‑only conversation with an agent — same prompt, knowledge, and tools, replying in text instead of voice. Powers the widget's chat mode and the POST /api/v1/chat endpoint. See Chat API.

Connector

A reusable integration to an outside service whose credentials live in an encrypted org connection. Connectors expose capabilities (e.g. whatsapp.send); agent tools bind to a { connectionId, capability } pair so the vendor is swappable without touching the agent. See Integrations.

Call

A finished conversation record (transcript, duration, outcome, optional recording), created when a session ends. See Calls & recordings.

Caller memory

Per‑caller knowledge an agent keeps across calls (a summary plus structured facts), so a returning caller is recognized and not re‑asked. Configured per agent, stored org‑wide, keyed by phone number. See Caller memory.

Campaign

An outbound dialing job that works through a contact list within a calling window. See Campaigns.

Catalog

The central list of available LLM/STT/TTS/telephony providers, models, voices, and pricing (GET /api/catalog). See Catalog & providers.

DNC (Do‑Not‑Call)

Your suppression list of numbers that campaigns must never dial. See Do‑Not‑Call.

JWT

A JSON Web Token representing a signed‑in user, sent as Authorization: Bearer …. See Authentication.

Knowledge base

A collection of documents an agent retrieves from to ground its answers (RAG). See Knowledge bases.

LLM / STT / TTS

The three core providers behind an agent: the Large Language Model (reasoning), Speech‑To‑Text (transcription), and Text‑To‑Speech (voice).

MCP server

A Model Context Protocol server you connect to an agent so it can call that server's tools at runtime. Telenow supports MCP servers (including OAuth‑secured ones) as a tool source alongside connectors and your own HTTP APIs. See Integrations.

Organization (workspace)

The tenancy unit that owns agents, numbers, calls, keys, and billing. Org‑scoped API routes live under /api/orgs/{orgId}/…. See Core concepts.

Passthrough / softphone

A human‑to‑human call where Telenow bridges the browser and the carrier (no AI), used by the dashboard dialer.

Post‑call analysis

Automatic, structured analysis of every finished call — summary, sentiment, outcome, custom fields, and a QA score — produced in the background and delivered via the call.analyzed webhook. Configured per agent. See Post-call analysis.

Pre‑call lookup

A connector call Telenow runs before a call connects (inbound or outbound) to fetch data about the contact (e.g. from a CRM or spreadsheet) and feed it into the agent's prompt as context variables. See Integrations.

Prepaid credits

A billing mode where an organization runs on purchased credits (1 credit = ₹1, converted to your currency) and calls are blocked once the balance reaches zero; you top up under Billing → Buy credits. The alternative is postpaid (invoiced monthly). See Usage & billing.

Publish config

An agent's public‑exposure settings: public link, call/chat modes, lead capture, access code, allowed origins. See Publishing & widget.

RAG (Retrieval‑Augmented Generation)

Retrieving relevant passages from a knowledge base and feeding them to the LLM so answers are grounded in your content.

Session

A live conversation in progress (phone, web, or chat). Becomes a call when it ends. See Sessions & calls.

Signed URL

A time‑limited URL for downloading a recording. Request fresh and use immediately. See Recordings.

Silence hangup

An optional per‑agent setting that ends a call after a chosen number of seconds of continuous caller silence, optionally speaking a goodbye line first. Off by default (the agent only re‑prompts). See Building agents.

SIP trunk

A native SIP connection (BYOC over SIP) that carries calls without going through a CPaaS carrier — Telenow can register against your trunk or accept inbound from it. See SIP trunking.

Slug

The short identifier in a published agent's public URL (…/p/{slug}) and embed snippet. See Publishing.

Webhook

An HTTP POST Telenow sends to your endpoint when an event occurs (call.ended, recording.ready, …), signed with HMAC‑SHA256. See Webhook events.

X‑Org‑Id

The header that selects the organization for user‑JWT requests to org‑scoped routes. Not needed with an API key.