> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ruleinside.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> The words you meet in the RuleInside portal and in these docs, explained in plain terms, with a link to the page that covers each one.

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

## 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-settings#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](/managing-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](/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](/automations).

## 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).

**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](/calling-hours#the-calling-hours-and-days-card).

**Campaign**: A one-off outreach to a group of your contacts, by phone call or by WhatsApp template message. See
[Campaigns](/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](/limits#campaigns).

**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](/contacts#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](/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](/importing-contacts#custom-fields).

## 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](/contacts#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](/campaigns#editing-a-draft).

## 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](/agent-settings#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](/website-assistant#install).

## 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](/agent-settings#first-message).

## 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](/phone-numbers#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](/connections#inbound-connections).

## K

**Knowledge base**: The documents an agent answers from: web pages, files and text, such as your policies and FAQs. See
[Knowledge](/knowledge).

## 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](/contacts#lawful-bases).

## 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](/managing-agents#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](/roles).

## 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](/contacts#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](/roles).

## 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](/agent-settings#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](/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](/managing-agents#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](/knowledge#how-the-agent-uses-a-document).

## 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](/knowledge#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](/refunds).

**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](/campaign-results#retries).

## 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](/whatsapp#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](/agent-settings#system-prompt).

## 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](/whatsapp-templates#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](/campaign-results#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](/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](/agent-settings#transfer-to-a-person).

## 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](/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](/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](/whatsapp-templates).


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