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Voice and chat agent glossary

The terms your clients, your providers and teldash use, in English and Spanish.

70 terms

A

After hours In Spanish: Fuera de horario
Calls that come in when the client's business is closed. They are often the best proof of an agent's value.
Agency In Spanish: Agencia
The business that builds voice or chat agents for other businesses and resells them as a service.
AI disclosure In Spanish: Aviso de IA
The sentence in which the agent says it is an AI and that the call may be recorded. Check the rules where your clients operate.
Answered In Spanish: Respondida
A call that connected with the agent and held a conversation.
Answered rate In Spanish: Tasa de respuesta
The share of calls that were answered out of all the calls that came in.
API key In Spanish: Clave API
A secret code that lets one program act on your account in another. Treat it like a password and never share it in a message.
Assignment In Spanish: Asignación
The period in which an agent serves a client. It decides which client each call belongs to.
Audit log In Spanish: Registro de auditoría
A record of who changed what and when, which cannot be edited afterwards. It is how a business answers "who did this?".

B

Barge-in In Spanish: Interrupción (barge-in)
When the caller talks over the agent. A good agent stops and listens instead of finishing its sentence.
Brand color In Spanish: Color de marca
The one color that gives a portal an agency's look. The rest of the colors stay neutral so the text is always readable.

C

Call In Spanish: Llamada
One phone conversation between a caller and an agent, from the moment it connects until it ends.
Campaign In Spanish: Campaña
A batch of outbound calls with one goal, such as reminding patients of their appointments.
Chat agent In Spanish: Agente de chat
An assistant that holds written conversations, on a website or a messaging app, with the same kind of language model as a voice agent.
Churn In Spanish: Cancelación (churn)
The share of clients who cancel in a period. Lowering it grows an agency as much as finding new clients.
Client In Spanish: Cliente
The business an agency serves. It pays the agency, and its calls are the ones the agent answers.
Client access In Spanish: Acceso del cliente
What the agency lets a client see and do in its portal, such as listening to recordings or exporting calls.
Client portal In Spanish: Panel del cliente
The page where a client sees its own calls, recordings and usage, branded by the agency that serves it.
Concurrency In Spanish: Concurrencia
How many calls can run at the same moment. Providers limit it by plan, and a busy client can hit the limit.
Conversation In Spanish: Conversación
The general word for an exchange with an agent, whether it happens by voice or in writing.
Cost per minute In Spanish: Costo por minuto
What the provider charges the agency for each minute of a call. It is the number a price has to beat to leave a margin. Work out your margin
Credits In Spanish: Créditos
The unit some providers use to charge for usage, which they later turn into a dollar amount. Check how many credits a minute costs on your plan.
CSV export In Spanish: Exportación CSV
A file of calls in a plain table format that opens in any spreadsheet, for reports a client asks for.
Custom domain In Spanish: Dominio personalizado
An address on the agency's own website, such as panel.youragency.com, instead of one that belongs to the platform.

D

Dashboard In Spanish: Panel
A screen that gathers the numbers someone needs at a glance, such as calls, answered rate and minutes used.
Data retention In Spanish: Retención de datos
How long recordings, transcripts and other data are kept before they are deleted.

E

E.164
The international way of writing a phone number: a plus sign, the country code and the number, with no spaces, such as +18095550123.

F

First message In Spanish: Primer mensaje
The greeting the agent says as soon as the call connects, before the caller speaks.

H

Hallucination In Spanish: Alucinación
When a language model states something false with confidence. It is the main reason to test an agent before a client uses it.

I

Inbound call In Spanish: Llamada entrante
A call that a customer makes to the business, and that the agent answers.
Included minutes In Spanish: Minutos incluidos
The minutes a client's plan covers each month before any extra charge starts. Work out your margin
Invoice In Spanish: Factura
The document that tells a client what it owes for a period, with each charge listed.

K

Knowledge base In Spanish: Base de conocimiento
The documents an agent can look things up in, such as prices, hours and policies, so it does not make answers up.

L

Language model (LLM) In Spanish: Modelo de lenguaje (LLM)
The AI model that understands what the caller says and decides what to answer.
Latency In Spanish: Latencia
The pause between the moment the caller stops talking and the moment the agent answers. Long pauses make a call feel robotic.
Lead In Spanish: Prospecto
A person who showed interest in a business and could become a customer.

M

Margin In Spanish: Margen
What an agency keeps from a client after paying its costs: the price minus the provider's charge, in dollars or as a percentage of the price. Work out your margin
Markup In Spanish: Recargo (markup)
The percentage added to a cost to get a price. A 100% markup doubles the cost; it is not the same as a 100% margin.
Metering In Spanish: Medición de consumo
Counting each client's usage as it happens, so billing is based on numbers and not on estimates.
Minutes In Spanish: Minutos
The unit providers charge for: the time a call lasts. Most agencies resell them to their clients.
Missed call In Spanish: Llamada perdida
A call that nobody attended: it rang out, hung up before connecting or failed.
MRR In Spanish: MRR (ingreso mensual recurrente)
Monthly recurring revenue: what an agency bills every month from plans that repeat, without counting one-time charges.

O

Onboarding In Spanish: Incorporación (onboarding)
The steps that take a new client from signing to a working agent: collecting information, connecting numbers and testing.
Outbound call In Spanish: Llamada saliente
A call the agent makes to someone, for example to confirm an appointment or follow up on a lead.
Overage In Spanish: Excedente
The minutes beyond the included ones in a client's plan. They are billed apart, at their own price per minute. Work out your margin

P

Per-call billing In Spanish: Cobro por llamada
A way of charging in which the client pays a set price for each call, however long it lasts. Work out your margin
Per-minute billing In Spanish: Cobro por minuto
A way of charging in which the client pays a set price for every minute used, with no monthly plan. Work out your margin
Personal data (PII) In Spanish: Datos personales (PII)
Information that identifies a person, such as a name, a phone number or what they said on a call. It needs care in how it is stored and shared.
Plan
What a client buys from an agency each month: a price, the minutes it includes and the rules for extra minutes.
Prompt In Spanish: Instrucciones
The written instructions that tell an agent who it is, what it can do and how it should speak.
Provider In Spanish: Proveedor
The platform that runs the agent and its calls, such as ElevenLabs, Retell or Vapi. The agency has its own account with it.

R

Reconciliation In Spanish: Conciliación
Comparing two records of the same thing, such as your usage count and the provider's, to find what does not match.
Recording In Spanish: Grabación
The audio file of a call. Recording people has legal conditions that depend on the country and the state.
Recording consent In Spanish: Consentimiento de grabación
The permission of the people on a call to be recorded. Some places ask for one side's consent and others for everyone's.

S

Setup fee In Spanish: Cargo de configuración
A one-time charge for building and launching an agent, separate from the monthly plan.
SIP trunk In Spanish: Troncal SIP
A connection that lets a phone provider send calls to an agent over the internet, so the agent can use a business's existing number.
SLA In Spanish: SLA (acuerdo de nivel de servicio)
A service-level agreement: what an agency promises a client about availability and response times, and what happens if it fails.
Speech-to-text (STT) In Spanish: Reconocimiento de voz (STT)
The technology that turns what the caller says into text for the language model to read.
Subscription In Spanish: Suscripción
A charge that repeats on its own each month or year until the client cancels.
Success evaluation In Spanish: Evaluación de éxito
The provider's verdict on whether a call reached its goal, such as a booked appointment, judged after the call ends.

T

Text-to-speech (TTS) In Spanish: Síntesis de voz (TTS)
The technology that turns the agent's written answer into the voice the caller hears.
Tool call In Spanish: Llamada a herramienta
An action the agent takes during a call, such as looking up an appointment or booking one in a calendar.
Transcript In Spanish: Transcripción
The written text of a call, turn by turn, with who said each part.
Transfer In Spanish: Transferencia
When the agent hands a call to a person, for example when the caller asks for one or the question is outside what the agent can do.
Two-factor authentication In Spanish: Verificación en dos pasos
A second proof at sign-in, such as a code from an app on your phone, so a stolen password is not enough.

U

Usage In Spanish: Consumo
What a client actually used in a period: calls and minutes. Billing by usage means charging for it.

V

Voice agent In Spanish: Agente de voz
An assistant that answers or makes phone calls with a synthetic voice and a language model.
Voicemail In Spanish: Buzón de voz
A call that ended in an answering machine instead of a person. Outbound agents usually detect it and leave a short message or hang up.

W

Webhook
A message a platform sends to an address you choose when something happens, such as a call ending. It is how a tool learns about calls without asking for them.
White-label In Spanish: Marca blanca
A product sold under the reseller's own name, logo and colors, with no trace of the company that makes it.
Workspace In Spanish: Espacio de trabajo
The account at your provider where your agents and your API key live.

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