Key terminology - Callivox

Callivox uses a small, consistent vocabulary. This page is the reference for it.

The workspace

Term	What it means
Workspace	Your company’s Callivox account. Everything — channels, conversations, contacts, agents — belongs to one workspace. Also called the tenant on the billing screens.
User	A person who signs in. Every user is either an Admin or a Member.
Admin	Can change everything, including channels, AI agents, billing and users.
Member	Works the inbox. Can see and change their own profile, notification preferences, canned responses and the blacklist, but not workspace settings.
Plan	What your workspace subscribes to. Determines which features are available and how many credits you get each month.

Conversations

Term	What it means
Channel	A connected way for customers to reach you: a WhatsApp number, a Facebook Page, an Instagram account, a Telegram bot, a mailbox, or the website chat widget.
Conversation	One thread with one person on one channel. The unit you work with in the inbox — and the unit you are billed by.
Contact	The person behind the conversations. Holds their name, their identity on each channel (phone number, email address, and so on) and their history.
Folder	A place conversations are filed. Some folders are built in (All, Assigned to me, Unrouted, Archive), some you create, and some belong to a team.
Unrouted	The folder for conversations that no routing rule claimed and nobody has taken.
Tag	A label on a conversation. Tags can be applied by hand or added automatically by the classifier.
Canned response	A saved reply you can drop into the composer, so common answers stay consistent.

AI

Term	What it means
AI agent	An agent that talks to your customers. It replies in chat, and with voice enabled it takes phone calls.
Assist agent	An agent that helps your team inside the inbox by drafting replies and suggestions. It never messages customers directly.
Voice agent	An agent that answers and places phone calls.
Team	A group of AI agents that can pass a conversation between themselves — for example a general agent that hands billing questions to a billing specialist.
Effort	How much thinking an agent puts into each reply: Low, Medium or High. This is the only model setting you choose; Callivox selects the model behind it. Effort determines what a conversation costs.
Prompt	The instructions that tell an agent who it is, what it knows and how to behave.
Knowledge base	A collection of documents an agent can search when answering, so it can quote your real policies, prices and procedures.
Tool	Something an agent can do rather than say — look up an order, book a slot, call your system.
Flow	A scripted, step-by-step conversation. A Flow Agent follows it exactly; a hybrid agent follows it and lets AI handle anything off-script.
Binding	The link that puts an agent to work on a channel, a folder or the whole workspace.
Handoff	When an agent stops answering and gives the conversation to a person.

Billing

Term	What it means
Credit	The unit Callivox bills in. Your plan grants a number of credits each month, and unused credits roll over.
Conversation window	The 24-hour period a conversation is billed for. One charge covers every message in that window, however many there are.
Top-up	Buying extra credits outside your monthly grant.
Auto-recharge	Automatically buying more credits when your balance falls below a threshold you set.
Automation run	One execution of an automation flow. Runs come out of a separate monthly allowance, not your credits.

Beyond the inbox

Term	What it means
Campaign	A message sent to a segment of your contacts at once, with a report on what happened.
Automation	A no-code flow that reacts to an event and does work in Callivox or another tool.
Connector	A ready-made integration an automation can use — a CRM, a spreadsheet, a form tool.
Connection	Your authorised link to one of those tools, so an automation can act on your behalf.
MCP	The way you connect an AI assistant to your Callivox workspace so it can read your data and, with permission, make changes.
Dashboard	A page of charts about your conversations and how your team is handling them.