> ## Documentation Index > Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt > Use this file to discover all available pages before exploring further. # Glossary > Plain language definitions of every word Brilo uses, from agents and actions to Pulse Score, warm transfer, and webhooks. Every Brilo word, in plain language. If a term in the dashboard is not obvious, it is defined here with a link to the page that covers it properly. ## A to Z | Term | What it means | | -------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | A piece of work your agent does while talking, like booking an appointment or transferring the call. See [What are actions](/actions/what-are-actions) | | **Agent** | The thing that answers your calls, texts, and email. It has a voice, a language, and instructions you write. See [What is an agent](/agents/what-is-an-agent) | | **App store** | Where you connect tools like HubSpot or Shopify so your agent can use them. Pro and above | | **Brilo assistant** | The helper inside the Brilo dashboard that answers your questions about Brilo. Not the same thing as your agent | | **Calls at the same time** | How many conversations your agent can hold at once. Two on Free, 15 on paid plans. See [Limits](/supported/limits) | | **Campaign** | Your agent working through a list of contacts, calling or texting each one, rather than waiting to be called. See [What is a campaign](/campaigns/what-is-a-campaign) | | **Cold transfer** | Putting a caller straight through to a person, with no explanation first. Compare warm transfer | | **Contact** | One person your agent has spoken to or will call. Contacts can be grouped into lists | | **Custom action** | An action that reaches your own system rather than a tool from the app store. Needs about an hour of developer time | | **Included minutes** | The call minutes your plan covers each month. Going over costs a per minute rate rather than stopping your agent | | **Instructions** | What you write to tell your agent how to behave: its greeting, its tone, what it must never say. Sometimes called the prompt | | **Knowledge** | What your agent knows about your business: prices, hours, services, FAQs, documents, your website. See [What your agent can learn](/knowledge/what-your-agent-can-learn) | | **List** | A group of contacts, used to decide who a campaign calls | | **Multilingual** | An option for workspaces in India where your agent starts in English and follows the caller when they switch language | | **Number** | A phone number attached to your agent, either bought from Brilo or one you already own. See [Buy a phone number](/phone-numbers/buy-a-phone-number) | | **Phone book** | The record of the people your agent has dealt with, and what is known about them | | **Prompt** | Another word for instructions. See instructions above | | **Pulse Score** | An automatic rating from 1 to 5 for every call, covering whether the caller got what they needed. See [Pulse Score](/reports/pulse-score) | | **Recording** | The audio of a call, kept so you can listen back | | **Summary** | A short written account of what happened on a call, written automatically once it ends | | **Test scenario** | A situation you write down so you can check how your agent handles it, and re check after changes. Pro and above | | **Transcript** | The written record of what was said on a call, by both sides | | **Voice** | How your agent sounds. Chosen per agent from the voice library. See [Available voices](/supported/voices) | | **Warm transfer** | Passing a caller to a person, but telling that person what the call is about first, so they pick up already knowing. See [Pass the call to a person](/actions/pass-the-call-to-a-person) | | **Webhook** | A way for Brilo to send call details to your own system the moment a call ends. Needs a developer. See [Send data to your systems](/actions/send-data-to-your-systems) | | **Workspace** | Your account in Brilo, holding your agents, numbers, contacts, and team | ## Words we deliberately do not use Brilo's documentation avoids some common industry words, because they get in the way. If you have seen them elsewhere, here is what we say instead. | You might see | We say | | ------------------------------------ | ------------------------------------- | | Assistant, bot, virtual receptionist | Agent | | Configure, provision | Set up, get | | Deploy, go into production | Turn on, go live | | Escalation | Passing the call to a person | | Utterance | What the caller says | | Post call analysis | What your agent learned from the call | | Channel | Phone, text, email, or your website | | Concurrency | How many calls at the same time | | Latency | How fast your agent replies | ## FAQ Your agent is what you build to answer your customers. The Brilo assistant is the helper inside the dashboard that answers your questions about how Brilo works. Your customers never meet the Brilo assistant, and you never point a phone number at it. A prompt is the instructions you write for your agent: how to greet callers, what tone to use, what it must never promise. Brilo's documentation calls these instructions. Facts like prices belong in knowledge instead, where you can change them without rewriting. See [Write what your agent says](/agents/write-what-your-agent-says). A cold transfer puts the caller straight through. A warm transfer tells your colleague what the call is about first, so they answer already knowing who is on the line and why. Warm transfers take a few seconds longer and callers notice the difference. A webhook is Brilo telling another system what just happened, for example dropping a call summary into your own database the moment the call ends. It needs someone technical, usually about an hour. See [Send data to your systems](/actions/send-data-to-your-systems). Pulse Score is an automatic rating from 1 to 5 given to every call, based on whether the caller got what they needed, how clear your agent was, how much effort it took, and how the caller sounded. It appears about a minute after each call. See [Pulse Score](/reports/pulse-score). Your workspace is your account in Brilo: your agents, phone numbers, contacts, call history, and the colleagues you invite. Everything you build lives inside one workspace, and your plan applies to the whole workspace rather than to individual users. ## Related * [How Brilo works](/how-brilo-works) for how these pieces fit together * [What your agent can do](/supported/what-your-agent-can-do) for the capability list * [Answer your first call](/quickstart) to see the words in context * [Plans and what they include](/supported/plans) for which plan has what