Glossary

Terminology

Use this glossary when product terms start to blur together. It keeps agents, flows, tools, routing, knowledge bases, and forwarding easy to discuss with your team.

Shared language makes setup, support, and troubleshooting faster.

Agent

A Nuvoca assistant that can chat or speak with users and follow configured instructions.

Agentic Flow

A flow that can route a conversation between multiple agents or workflow steps.

Conference forwarding

A voice feature that connects the caller to a person or department in a private conference call.

Default route

The destination used by a phone number when no routing override matches.

Knowledge base

A collection of documents or information that an agent can use to answer company-specific questions.

Prompt

The instruction text that tells an agent how to behave, what to do, and what not to do.

Prompt variable

A runtime value that can be inserted into a prompt. Use only variables shown in the editor.

Routing override

A scheduled rule that sends calls to a different agent or flow during a specific time window.

Screening

A forwarding mode where the recipient hears a summary and can accept or decline the call.

Tool

An action the agent can perform, such as sending an SMS, sending an email, calling an API, or forwarding a call.