Glossary
Plain-English definitions for every SIMCOAI term you will meet in the dashboard and in these guides.
A to Z
If a term in the dashboard is unclear, it should be explained here. If it is not, tell us and we will add it.
- AI receptionist
- The SIMCOAI voice assistant that answers your phone, follows your business rules and captures work for your team.
- Workflow
- A trackable piece of customer work created from a call or chat - a refund, booking, order query or escalation.
- Escalation
- A request SIMCOAI deliberately does not handle, passed to a person instead. Complaints, safety, medical, legal and payment topics escalate by default.
- Verification code
- A short code confirming the customer is who they say they are before a refund, booking or escalation is actioned.
- Proof upload
- A one-off secure link letting a customer send photos, receipts or documents against a refund or order.
- Phone profile
- Per-number settings - greeting, voice, purpose and routing - so one number can behave differently from another.
- Relay
- The live streaming connection carrying audio between the caller and the AI during a call.
- First reply latency
- How long SIMCOAI took to start speaking after the caller stopped. Shown on every call in the quality panel.
- Interruption
- The caller speaking while SIMCOAI is talking. SIMCOAI stops, discards the reply in progress and listens.
- Stale response prevented
- SIMCOAI had begun a reply, the caller interrupted, and the now-outdated reply was cancelled before playback.
- Usage limit
- The allowance on your plan for call minutes, AI usage, messages or API requests within a billing period.
- Overage
- Usage past an allowance, billed where pay-as-you-go is enabled on your account.
- Add-on
- An optional extra bought on top of a plan - additional numbers, voices, token packs or capabilities.
- Readiness check
- An automated check that your number, voice, models, billing and workflows are configured well enough to take real calls.
- Human review
- A person confirming an outcome. SIMCOAI never auto-approves a refund.
- Idempotency key
- A stable key you send on a create request so a retry returns the original result instead of creating a duplicate.