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Glossary
The words Crulon uses, from AI minutes to Workspace Admin, each in a line or two with a link to the guide.
The words you’ll see in Crulon and these docs, in plain English.
A
| Term | Meaning |
|---|---|
| Agent (role) | A team member who takes and makes calls, texts customers and works tickets. See Roles |
| AI agent | The AI that answers your line, does work through Tools and hands callers to your team. See Set up your AI agent |
| AI minutes | Time the AI agent spends on calls, from a monthly pool for the whole workspace. Beyond it, calls are paid from credits. See Plans and billing |
| App | A connection to another system, installed in Build > Apps, that can add Tools, contacts and tickets. See Integrations |
| App activity | A record of what your Apps did, and what your AI agents did through them, kept for 12 months. See Activity and call reports |
| Ask Crulon | The assistant inside Crulon that answers questions about your workspace and runs actions, with your approval |
| Available, Away, Offline | Your status. Calls ring you only when you’re Available. You’re Offline while Crulon is closed. See Make and take calls |
B
| Term | Meaning |
|---|---|
| Bridge | A way to transfer to an outside number: Crulon stays on the call while it rings, so the AI agent can come back if nobody answers. Compare Refer. See Bridge or Refer |
| Bring your own carrier | On Scale, using the phone line or SIP trunk you already pay for, and its numbers, in Crulon. See Bring your own carrier |
| Business Tools | The section of the agent builder where you attach the Tools an agent may use. See Give your agent Tools |
C
| Term | Meaning |
|---|---|
| Call destination | A place a call can go that you set up once: a ring group, an outside number or a Call Flow. AI agents and your team pick from them. See Hand calls to your team |
| Call Flow | The route a call takes after someone dials your number, drawn from steps such as Time Condition, Phone Menu and AI Agent. See Build a Call Flow |
| Call queue | A line callers wait in, with hold music, until someone on your team is free. See Set up call queues |
| Calling zone | Which destinations your own carrier treats as domestic. See Bring your own carrier |
| Classic | The AI engine that transcribes, thinks, then speaks, with exact wording and control over turn-taking. Compare Live. See Classic and Live |
| Contact | A person you deal with, with their numbers, calls, texts and tickets. Callers are recognised from their number. See Contacts and tickets |
| Contact list | The people an outbound campaign calls: a list you upload, or a smart list that keeps itself up to date from rules. See Contact lists |
| Conversation guide | What an outbound agent is trying to do on a call and how the call should go. It guides the agent rather than being read out. See Build an outbound agent |
| Conversations | One place for your calls and texts with each customer, with recordings, transcripts and notes. See Conversations |
| Credits | A prepaid balance, the wallet, that pays for usage your plan doesn’t include, such as AI time past your pool. See Credits |
| Custom Action | A request to your own system’s API that a Tool can use, so the AI agent can work in that system. See Custom Actions |
D
| Term | Meaning |
|---|---|
| Default ring | Ringing a number’s members when no Call Flow handles the call. See Default ring |
| Desk phone | A SIP phone or softphone that rings alongside your browser, on Scale. See Set up desk phones |
| Draft | Changes to an AI agent that aren’t on calls yet. They reach callers when you publish. See Drafts |
E
| Term | Meaning |
|---|---|
| Effective prompt | The instructions the agent builder makes from Persona & Instructions. See Write your agent’s instructions |
| Emergency address | The address sent with every 911 call from your Crulon numbers, so it reaches your local emergency centre. See Emergency address |
| End call | The agent settings that decide whether it may hang up, and when: goodbye phrases, farewell, idle retries and the longest a call can last. See End call |
| Endpointing | How long a pause means the caller has finished speaking, on Classic agents. See Knowing when the caller has finished |
| Engine | How an AI agent listens and speaks: Classic or Live, chosen when it’s created. See Classic and Live |
| Extension | A three-digit number for each team member, to call each other. See Extensions |
H
| Term | Meaning |
|---|---|
| Handoff | The AI agent passing a caller to your team, an outside number or a Call Flow, with a note on why they’re calling. See Hand calls to your team |
I
| Term | Meaning |
|---|---|
| Idle prompt | What the agent says when a caller goes quiet, such as “Are you still there?”. See Silence |
| Inbound agent | An AI agent that answers calls to your numbers. Compare Outbound agent |
| Interruption sensitivity | How readily a Classic agent stops talking when the caller speaks. See Interruptions |
K
| Term | Meaning |
|---|---|
| Knowledge | Documents your AI agent answers from, such as a price list or FAQ. See Give your agent knowledge |
L
| Term | Meaning |
|---|---|
| Live (engine) | The AI engine that listens and speaks at the same time, and says things in its own words. Compare Classic. See Classic and Live |
| Live calls | The page where you see calls happening now, listen in, and take over a call the AI agent has. See Live calls |
| Live version | The published version of an AI agent that callers reach. See Publish and roll back |
| Local numbers registration | Registering your business to text from US local numbers, also called A2P 10DLC. See Register your numbers for texting |
M
| Term | Meaning |
|---|---|
| Manager | A role for supervisors: they handle calls, listen to recordings and build AI agents and Call Flows, but can’t manage members or billing. See Roles |
O
| Term | Meaning |
|---|---|
| Outbound agent | An AI agent that makes the calls in an outbound campaign. See Build an outbound agent |
| Outbound campaign | An AI agent calling everyone on a contact list, within calling hours and a budget, on Scale. See Run outbound AI campaigns |
P
| Term | Meaning |
|---|---|
| Persona & Instructions | Role, Tone, Always, Never and Additional context: who the agent is and the rules it follows. See Write your agent’s instructions |
| Phone Menu | A Call Flow step that asks callers to press a key, such as “Press 1 for sales”. See Build a Call Flow |
| Possible duplicates | Contacts that may be the same person recorded twice. See Possible duplicates |
| Publish | Make your changes to an AI agent or Call Flow live for callers. Each publish is kept as a version |
R
| Term | Meaning |
|---|---|
| Refer | A way to transfer to an outside number: the call leaves Crulon and is passed to the carrier. Compare Bridge. See Bridge or Refer |
| Response deadline | The time a ticket should get a response by, set from its priority. See Response deadlines |
| Ring group | People who ring together for a call; the first to answer takes it. See Your team |
| Role | What a team member can do: Workspace Admin, Manager, Agent, or on Scale, a role you build. See Invite your team and set roles |
| Roll back | Make an older version of an AI agent live again, as a new version. See Publish and roll back |
S
| Term | Meaning |
|---|---|
| Seat | What you pay for each team member each month. Each includes a phone number. See Seats |
| Secondary ringer | A second speaker that plays your ringtone too, so you hear calls with your headset off. See Ring a second speaker |
| STOP list | Numbers that asked not to be contacted. Outbound campaigns never call them. See Stop calling me |
| System output | The speaker or headset your computer plays sound through, chosen in its sound settings |
T
| Term | Meaning |
|---|---|
| Take over | Join a call the AI agent is handling and talk to the caller yourself. See Live calls |
| Talk in browser | Testing an AI agent by talking to it in the builder, before you publish. See Test before you publish |
| Telco Ops Bundle | The plan for internet providers, with their Apps. See Crulon for internet providers |
| Ticket | A piece of work to follow up, such as a repair request, with a status, priority and assignee. See Contacts and tickets |
| Time Condition | A Call Flow step that sends calls one way during the hours you set, and another way otherwise. See Build a Call Flow |
| Tool | Something the AI agent can do on a call, such as look up a customer or create a ticket. See Give your agent Tools |
| Toll-free verification | Registering a toll-free number for texting. See Register your numbers for texting |
| Trust Center | Where you register your business and numbers for texting, in Settings > Trust Center. See Register your numbers for texting |
V
| Term | Meaning |
|---|---|
| Variables | Details each person’s outbound call is filled in with, such as {{first_name}}, from your contact list. See Variables |
| Version | A saved copy of an AI agent each time it’s published. See Publish and roll back |
| Voicemail step | The Call Flow step that takes a message. See Recording and voicemail |
W
| Term | Meaning |
|---|---|
| Wallet | Your credit balance. See Credits |
| Workspace | Your business’s Crulon account: its numbers, team, agents and settings. See Workspace settings |
| Workspace Admin | The role that can do everything, including members, roles, billing, numbers and settings. See Roles |
Last updated 18 Oct 2026