Glossary¶

Key terms for your voice Agents. Choose a topic or follow a term to its setup guide.

Agents and conversation¶

Agent: Configured assistant with a task, prompt, voice, knowledge and assigned tools.
Persona: Setting for the Agent’s identity, company and tone.
System prompt: The main prompt with instructions for the task and conversation. It includes the Persona through {persona}.
Agentic Flow: Routes requests to the appropriate specialist Agent.
Intent: Identifies a request type for routing, such as SUPPORT. DEFAULT is used when no other intent matches.
Decision: Decides, for example, which specialist Agent should handle a request or whether to send a message.
Fact: Key/value information explicitly stored for the conversation.
Workspace / tenant: The customer environment containing configuration, users and call records.

Knowledge Base: A collection of documents the Agent searches for answers.
RAG: Retrieval-augmented generation: answering with retrieved document context.
Query transformation: Uses conversation context to decide on or improve a knowledge search.

Tool: An action available to the Agent during a conversation.
Credential: Saved authentication used by a supported integration.
MCP: Connects Nuvoca to tools on an external server. You choose which tools an Agent can use.
Response mapping: Selects fields from an integration response for the Agent or caller context.
JEXL: Restricted scripting language used for JSON response transformations.
Webhook: Configured outgoing HTTP delivery to another system.

Conference forwarding: Brings a human into the active call, optionally after a short screening step.
Direct forwarding: Transfers an incoming call to a destination number and passes along the original caller number.
Screening: Recipient hears context and accepts or declines a conference handoff.
E.164: International phone-number format with +, country code and national number.
Live Calls: Workspace overview for selecting, observing and, with permission, forwarding active calls.
Routing override: A scheduled destination that replaces a number's default route in its active window.
STT: Speech to text: recognition of the caller's words.
TTS: Text to speech: converts the Agent’s response into spoken audio.

Caller context: Information loaded before the conversation through pre-processing.
Pre-processing: Automatic caller lookup at the start of an incoming call.
Post-processing: Summary creation and configured actions after the call.
Processing profile: A pre- or post-processing configuration with default or selected workflow scope.

Start with How Nuvoca works for the relationship between these components.