A2P registration
The registration a business number needs before sending texts to customers in the US. Handled during setup.
Agent
An AI configured for a job: answering the phone, reading the inbox, filing documents. AI Office runs one agent per integration.
AI receptionist
Software that answers business calls, talks with the caller, and takes actions such as booking or transferring, without a person on the line.
Business Associate Agreement (BAA)
The contract a vendor signs with a healthcare practice before handling patient information under HIPAA.
Call forwarding, conditional
Sending calls to another number only when the first one is busy, unanswered or closed. Your number and your phones stay as they are.
Call forwarding, unconditional
Sending every call to another number immediately.
Cap, daily spend
A hard limit on what one paid service may spend in one day. When reached, the service stops until midnight.
Draft
A reply, quote or invoice prepared by the AI that waits for a person's approval before it goes out.
Emergency words
A short list of words that trigger an immediate transfer to a person, checked before anything else on a call.
Escalation
Passing a call, message or task from the AI to a person, with the context attached.
Hand-off
Same as escalation. The rules that decide when it happens are written with you and tested on real cases.
Intake
The first set of facts collected from a new client, patient or caller. Forms, questions on the phone, uploads.
Knowledge document
The document you own with prices, hours, services and standard answers. The AI answers from it and from your systems, not from the internet.
Log
The searchable record of every call, message, document and action the AI took, with time, outcome and links.
Minimum necessary
The HIPAA principle of reading only the fields needed for the task at hand.
Morning digest
One message every morning: yesterday's calls, bookings, drafts waiting, spend against caps, anything flagged.
Official connection
Access to a system through its published interface and permission screen, such as Google, Microsoft or QuickBooks sign-in. Never through scraping or a shared password.
Overflow
Calls that come in while every line is busy. Forwarded to the AI so nobody waits in a queue.
Port, number porting
Moving a phone number from one provider to another. AI Office never needs it, forwarding is enough.
Rate confirmation
In freight, the document from a broker confirming a load and its price. Read and filed by the documents integration.
Recording disclosure
Telling a caller that the call is recorded, required in some states for every call.
Retention
How long transcripts and recordings are kept before deletion. Set by you.
Spend at cost
Third party usage (minutes, messages, model calls) billed at the provider's price with no markup.
Transcript
The written text of a call, produced automatically and stored with the recording.
Transfer, cold
Handing a call to a person without a briefing. AI Office uses warm transfers wherever the receiving phone allows it.
Transfer, warm
Handing a call to a person after telling the person who is calling and why.
Uncertainty threshold
The level of confidence below which the AI stops and takes a message instead of answering.
Waitlist
Customers who want an earlier slot. Freed slots are offered to them by text automatically.
Webhook
A message one system sends to another the moment something happens, such as a new booking. How most connections stay in sync.
Work order
In a repair shop, the record of a job in progress. Read by the AI to answer status calls.