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The words you meet in your portal and in these docs, in alphabetical order. Each entry links to the page with the full detail.

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A

Additional instructions: Your own guidance for an agent, written in plain language and added to its instructions in a section of its own. The rest of the instructions stay managed by RuleInside. It needs the Instructions edit level. See System prompt. Agent: One AI assistant, with its own voice, greeting, instructions, knowledge and tools. Your account can have several agents. See Managing your agents. API key: A long password that lets your own software talk to RuleInside, with only the permissions you tick when you create it. It is shown once and never again. See API keys. Automation: A standing rule that places calls on its own when contacts match a condition, for example no activity for 30 days. There is nothing to launch: a rule that is switched on runs by itself. See Automations.

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C

Calling consent: The confirmation an owner gives under Settings, Calling consent, that your store has a lawful basis to have an AI agent contact the people it asks RuleInside to contact. Until it is confirmed, no calls and no WhatsApp messages are sent. See Calling consent and calling hours. Calling hours and days: When your agent may call, in each customer’s own local time. By default, 08:00 to 21:00, every day. A campaign can use its own. See Calling hours and days. Campaign: A one-off outreach to a group of your contacts, by phone call or by WhatsApp template message. See Campaigns. Concurrent calls: How many of a campaign’s calls may ring or be under way at the same time. A number above your plan’s maximum is lowered to it. See Plans and limits. Consent: On a contact, a recorded lawful basis to contact that person on one channel. Calls and WhatsApp are recorded separately, and one never implies the other. See Consent badges. Contact: A person in your store’s list for outbound calls and WhatsApp messages. The phone number is the contact’s key: consent and the do-not-call list are tied to it, and it cannot be edited. See Contacts. Custom field: An extra column on your contacts, such as order_number, added by import or with Add column. Your agent can use it on an outbound call as a variable. See Custom fields.

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D

Do-not-call list: Your store’s list of numbers that must never be contacted, kept separately for calls and for WhatsApp (where it is called the do-not-contact list). Opt-outs are added to it automatically. There is no page to view or edit it. See Your do-not-call list. Draft: A campaign that is saved but not launched. Nothing is dialled or sent until an owner presses Launch campaign, and only a draft can be edited. See Editing a draft.

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E

Edit level: What an owner can change on one agent: View only, Name, voice & greeting, Instructions or Full control. Each level includes the ones before it. See Edit levels. Embed id: The code inside your website widget’s snippet that says which widget to load. The WordPress plugin calls it Widget ID. See Website assistant.

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F

First message: What the agent says first: its greeting. It should tell callers they are speaking with an AI assistant and that the call may be recorded. The Recording notice setting next to it decides where the recording sentence is said. See First message.

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I

Inbound agent and outbound agent: On Phone numbers, the agent that answers calls to a number, and the agent that places outbound calls from it. A dash means none. See Assign agents. Inbound connection: A web address and a secret that let your other systems, such as a CRM or a booking tool, send contacts and events into RuleInside. Incoming data never places a call by itself and never gives consent. See Inbound connections.

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K

Knowledge base: The documents an agent answers from: web pages, files and text, such as your policies and FAQs. See Knowledge.

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L

Lawful basis: The reason you are allowed to contact a person, for example “Web / checkout opt-in” or “Existing customer relationship”. You record it on the contact; RuleInside does not check that it is true. See Lawful bases.

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M

Main agent and the Managed badge: Your main agent is the one our team set up for you. It carries a Managed badge and cannot be deleted. The badge does not lock anything by itself: the agent’s edit level decides what you can change. See The agent selector. Member: A role in your organization. A member can see every page and invite colleagues as members, but cannot change how your assistant works. A member can still opt a contact out. See Who can do what.

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O

Opt-out: A person’s request not to be contacted. Opt out on a contact, open to every member, stops both calls and WhatsApp. You cannot reverse an opt-out: only the customer can, on WhatsApp, by replying START. See Opting a contact out. Owner and primary owner: An owner can see and change almost everything, including billing and members’ roles. One owner per organization is the primary owner, who alone can rename the organization, change its logo and transfer ownership. See Who can do what.

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P

Personalization variable: A value your storefront passes in when a call starts, such as the customer’s first name. You use it in the first message or the instructions by writing its name in double curly braces, for example {{first_name}}. See Personalization variables. Plugin: The RuleInside plugin for WordPress. You download it from Settings, Plugin, paste your widget’s embed id into its Widget ID field, and paste a licence key into its License Key field so it receives updates. See WordPress plugin. Preview: A test conversation with an agent in your browser, by voice or text, for owners. It uses the agent’s saved settings and treats you as a guest. See Testing an agent with Preview. Prompt mode and Auto mode: How an agent uses one of your documents. A Prompt document is always given to the agent; an Auto document is looked up when it is relevant to the question. See How the agent uses a document.

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R

RAG: Short for Retrieval-Augmented Generation. It lets the agent pull only the relevant parts of large documents into each answer, instead of loading whole documents. You switch it on with Configure RAG on the Knowledge page. See Configure RAG. Refund request: A refund a recognised shopper asked your assistant for. You approve or decline it under Refund requests. Nothing is refunded automatically: you refund the order in your store. See Refund requests. Retry: When a campaign call is not answered, the campaign calls the person again on its own: at most 3 attempts in all, at most 2 in one day, at least 1 hour apart. See Retries.

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S

STOP and START: Replies a customer can send on WhatsApp. STOP opts them out of your WhatsApp messages and your calls; START opts them back in to WhatsApp messages only (calls stay stopped). See STOP and START. System prompt: The agent’s full written instructions. You can edit it as a whole only at Full control, and RuleInside’s own sections must stay in it. At lower levels you add Additional instructions instead. See System prompt.

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T

Template category: The category Meta gives a WhatsApp template: Marketing, Utility or Authentication. A contact receives at most 4 Marketing messages in any 7 days, and, except for immediate follow-ups sent within 24 hours of the shopper’s chat, Marketing messages wait for the person’s calling hours. See How the category affects sending. Test number: One of your own phone numbers, added to a phone campaign so you can hear the agent with Send test call before launching. A test call is a real, billable call. See Send test call. Tool: Something an agent can do during a conversation, such as searching your products or looking up an order. Our store tools are marked Managed. When tools are switched on for your account, an owner can add their own on an agent at Full control. See Tools. Transfer to a person: On phone calls, the agent hands the caller over to one of your numbers when the situation calls for it. It works only when RuleInside has switched it on for your account, or has set a transfer up for you. See Transfer to a person.

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W

Webhook: A signed message RuleInside sends to an address on your own system when something happens, such as a call ending or a contact opting out. See Webhooks. Website assistant (widget): The voice and chat box on your website, through which shoppers talk or type to one of your agents. Each widget belongs to one agent. See Website assistant. WhatsApp template: A message Meta has approved, which WhatsApp requires to start a conversation. You create it in Meta’s WhatsApp Manager and register it in RuleInside with a purpose, such as Re-engagement (campaigns) or Manual send. See WhatsApp templates.