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Quick glossary

The most-used terms across the platform, explained simply and directly.

This page collects the terms you'll encounter most often while navigating the yourang.ai panel or reading the documentation. Each definition is written for people running a business, with no jargon.

Main terms

Agent: The voice assistant configured on yourang.ai. Each agent has a name, a voice, a personalised greeting, and a set of information it draws on to reply. You can have multiple agents, for example one for the restaurant and one for the hotel, each with its own instructions.
Call: A phone conversation handled by the agent. Each call has a start time, a duration, a caller number, and an outcome. It's always available in the history with the transcript and summary attached.
Transcript: The full text of the phone conversation, generated automatically at the end of every call. It records exactly what was said, split by speaker (agent or customer).
Summary: A short automatic extract of the call that highlights the key points: the customer's request, the information the agent provided, and any action that was required. It lets you grasp the outcome of a call in seconds without reading the whole transcript.
Criterion: A condition the agent evaluates during the call to decide how to behave. For example: "if the customer asks to cancel a booking, transfer to an operator," or "if the request is about the menu, read out the available options." Criteria define the agent's behavioural rules.
Transfer: The action of handing the call to a human operator. It happens transparently to the customer and can be triggered by the agent itself, by the customer (on request), or automatically when certain conditions are met.
Operator: A member of your staff who can receive calls transferred by the agent. Operators are set up in the corresponding section of the panel and can mark their availability in real time.
Queue: The list of calls waiting to be handled by an operator. When every operator is busy, the call enters the queue and the customer is informed of the estimated wait time.
Integration: The link between yourang.ai and an external tool, such as a calendar, booking system, or business application. With integrations, the agent can check availability and update data automatically with no manual work.
Knowledge base: The set of documents and information uploaded by the user that the agent consults to reply. It can include menus, price lists, FAQs, hours, and internal procedures. It should be updated whenever relevant information changes.
Greeting: The message the agent says at the start of every call. It usually includes the name of the business and a hint about how the customer can be helped. It can be customised at any time from the Agents section.
Scope: The boundary within which the agent is allowed to respond. If a customer asks a question outside the configured scope (for instance a topic unrelated to the business), the agent flags it and, if set up, transfers the call to an operator.
History: The archive of every past call, searchable with filters by date, agent, number, and keywords. The history is the platform's memory and lets you find any conversation that has taken place.
Price list: The document that lists prices, rates, or menu items the agent can share with customers. It is uploaded to the knowledge base and updated by the user whenever prices change.

Where to go next

Agents. Learn how to configure and customise your voice assistant in detail.
Calls and transcripts. Learn how to read and filter the conversation history.
Operators and queues. Set up your staff to receive transferred calls.
Integrations. Connect yourang.ai with your existing tools to automate even more.

Was this page helpful?

Get started

Quick glossary

The most-used terms across the platform, explained simply and directly.

This page collects the terms you'll encounter most often while navigating the yourang.ai panel or reading the documentation. Each definition is written for people running a business, with no jargon.

Main terms

Agent: The voice assistant configured on yourang.ai. Each agent has a name, a voice, a personalised greeting, and a set of information it draws on to reply. You can have multiple agents, for example one for the restaurant and one for the hotel, each with its own instructions.
Call: A phone conversation handled by the agent. Each call has a start time, a duration, a caller number, and an outcome. It's always available in the history with the transcript and summary attached.
Transcript: The full text of the phone conversation, generated automatically at the end of every call. It records exactly what was said, split by speaker (agent or customer).
Summary: A short automatic extract of the call that highlights the key points: the customer's request, the information the agent provided, and any action that was required. It lets you grasp the outcome of a call in seconds without reading the whole transcript.
Criterion: A condition the agent evaluates during the call to decide how to behave. For example: "if the customer asks to cancel a booking, transfer to an operator," or "if the request is about the menu, read out the available options." Criteria define the agent's behavioural rules.
Transfer: The action of handing the call to a human operator. It happens transparently to the customer and can be triggered by the agent itself, by the customer (on request), or automatically when certain conditions are met.
Operator: A member of your staff who can receive calls transferred by the agent. Operators are set up in the corresponding section of the panel and can mark their availability in real time.
Queue: The list of calls waiting to be handled by an operator. When every operator is busy, the call enters the queue and the customer is informed of the estimated wait time.
Integration: The link between yourang.ai and an external tool, such as a calendar, booking system, or business application. With integrations, the agent can check availability and update data automatically with no manual work.
Knowledge base: The set of documents and information uploaded by the user that the agent consults to reply. It can include menus, price lists, FAQs, hours, and internal procedures. It should be updated whenever relevant information changes.
Greeting: The message the agent says at the start of every call. It usually includes the name of the business and a hint about how the customer can be helped. It can be customised at any time from the Agents section.
Scope: The boundary within which the agent is allowed to respond. If a customer asks a question outside the configured scope (for instance a topic unrelated to the business), the agent flags it and, if set up, transfers the call to an operator.
History: The archive of every past call, searchable with filters by date, agent, number, and keywords. The history is the platform's memory and lets you find any conversation that has taken place.
Price list: The document that lists prices, rates, or menu items the agent can share with customers. It is uploaded to the knowledge base and updated by the user whenever prices change.

Where to go next

Agents. Learn how to configure and customise your voice assistant in detail.
Calls and transcripts. Learn how to read and filter the conversation history.
Operators and queues. Set up your staff to receive transferred calls.
Integrations. Connect yourang.ai with your existing tools to automate even more.

Was this page helpful?