Glossary

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Agent

The live, callable configuration that answers or places a call. An agent is built from a blueprint and has its own voice and name, so you can run more than one agent from the same blueprint.

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Blueprint

The reusable questionnaire, qualifying criteria, and caller experience rules an agent follows. A blueprint defines the phases and gates for a call. Editing a blueprint doesn’t change an agent already built from it until you refresh that agent.

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Phase

A stage of the call, such as an initial screen, a deeper interview, or closing. Blueprints can define more than one phase, and the agent moves through them in order as the conversation progresses.

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Gate

A single thing the agent needs to determine before moving on: a fact to capture, a question that qualifies or disqualifies the caller, or a consent to confirm. Each gate on a call is passed, failed, or skipped.

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Campaign

The container that connects a blueprint-built agent to real calls, whether that’s inbound calls arriving on a routed number or outbound calls the agent places. A campaign carries its own calling-hours and contact rules.

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Lead

The record a call produces: the caller’s captured facts, the campaign it came from, and its outcome, alongside the call’s recording, transcript, and audit trail.

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Disposition

The outcome tag on a finished call or touch, such as qualified, disqualified, no answer, or callback requested. Dispositions are what your team and your reporting filter on.

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Cadence

A sequence of scheduled follow-up touches (calls, texts, or voicemail drops) against a lead over time, for example to chase outstanding documents or re-engage a caller who went quiet. A cadence stops the moment someone replies, meets the condition it was chasing, or opts out.

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Quiet hours

The calling-hours window outside of which Compensable won’t place an outbound call or text to a given caller. Quiet hours are checked before every touch, using the caller’s own timezone.

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Consent

The caller’s agreement to what a call involves, most commonly to being recorded and to speaking with an AI agent. Consent is confirmed on the call before anything it covers happens.

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DNC (Do-Not-Call)

A caller’s registration or request not to be called. Compensable checks DNC status before dialing, and a caller on a DNC list is not contacted regardless of any campaign configuration.

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Opt-out

A caller’s request to stop contact, given during or after a call. An opt-out ends any cadence targeting that caller and blocks further outbound touches to them.

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Voicemail drop

A pre-recorded or dynamically generated voicemail message left for a caller who doesn’t answer. Voicemail drops are subject to the same consent and suppression checks as a live call, re-checked again immediately before the message is left.

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Number pool

A group of your connected numbers that a campaign draws from, typically so callers see a local number that matches their area. A pool hands out one of its numbers per call according to the allocation rule you set for it.

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Caller ID

The number a caller sees when your agent calls them. Caller ID can be a specific connected number or one selected from a number pool at dial time.

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Transfer

Moving a call to a person, either because the agent hands it off during the call or because staff take it over from the live view. A transfer keeps the caller on the line rather than requiring a callback.

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Audit trail

The record of every decision made on a call and every change made to it afterward. Entries are chained so that altering one is designed to be detectable, and you can verify the chain at any time.

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DNI (dynamic number insertion)

Showing each caller a different tracking number so an inbound call can be attributed to the specific ad, page, or referral source that produced it, and then routed and reported accordingly.