AI front office terms, explained plainly

AI front office

Unified layer for calls, chat, leads, bookings, and follow-up — not just phone answering.

VOOQIO Vault (CRM)

Tenant lead pipeline and conversation archive for calls, chat, and bookings.

FAQ matrix

Authoritative business Q&A Sarah must follow — overrides general AI knowledge.

Sarah persona

Tone, greeting, and behavioral directives that shape how Sarah speaks on each channel.

Tenant workspace

Isolated VOOQIO environment for one business — data separated by tenant_id.

Plan overages

Usage beyond included AI minutes or plan limits — billed per published rates.

AI receptionist

Software that answers business calls, captures intake, and books next steps — 24/7.

Sarah (Voice AI)

VOOQIO's bilingual voice agent for inbound and outbound business calls.

AI minutes

Metered usage for voice AI conversations included in each VOOQIO plan.

Warm transfer

Sarah connects a caller to staff with summarized context instead of a blind transfer.

Call forwarding

Carrier feature that routes busy, no-answer, or after-hours calls to Sarah.

Concurrent calls

How many callers Sarah can handle simultaneously on your plan.

Bilingual intake (EN / FR)

Sarah detects and responds in English or French on voice and chat.

Staff handoff

When Sarah escalates to a human with notes, transfer, or callback ticket.

IVR (phone tree)

Press-1 phone menus — often replaced by conversational Sarah intake.

PIPEDA

Canada's federal private-sector privacy law — relevant when VOOQIO processes customer data for your business.

Data residency (Canada)

Workspace data for Canadian tenants stored in Canada (Central) per VOOQIO documentation.

Subprocessor

Third-party vendor VOOQIO uses to deliver voice, AI, billing, or infrastructure.

Controller vs processor

You control customer data; VOOQIO processes it on your instructions under contract.

Review Guard

Owner-approved Google review requests after positive Sarah interactions.

Omnichannel Sarah

Sarah on voice plus web chat, SMS, WhatsApp, and social DMs on Pro+ plans.

Lead qualification

Structured intake that captures intent, budget signals, and next steps before staff callback.

Answering service

Live or hybrid service that takes messages — contrast with AI intake and booking.

Virtual receptionist

Human or AI-powered remote reception — VOOQIO uses AI Sarah for 24/7 scale.

After-hours coverage

Sarah answers when the front desk is closed — common ROI driver for clinics and trades.

Missed call capture

Recovering revenue from callers who would otherwise hit voicemail or hang up.

Web chat widget

Embeddable Sarah chat launcher for your marketing site.

UCaaS

Unified communications as a service — phone, meetings, contact center bundles (e.g., RingCentral).