What is the difference between an agent and a campaign?

An agent is the voice and personality doing the talking. A campaign is a batch of calls to a chosen audience with a budget. You attach an agent to a campaign, and the same agent can be reused across many campaigns.

What is the difference between knowledge and a script?

OrderToAI does not use scripts. Knowledge is a body of facts about your business that the AI answers from in whatever way the conversation requires, which is why callers can interrupt and ask follow ups without derailing it.

What is the difference between a floor and a section?

A floor is how you organise your own plan, such as upstairs and downstairs. A section is a named area a guest can ask for, such as the patio. The AI reasons about seating in sections only, so anything requestable must be one.

Glossary

All plans

This glossary defines the words used across the OrderToAI dashboard and documentation, including a few terms from United States telemarketing rules that shape how the product behaves. Some are our own vocabulary, such as agent and skill, and some are industry terms you will meet elsewhere, such as established business relationship and Do-Not-Call. Where a word has a loose meaning in the market and a precise meaning here, the precise one is given, because that is the one that determines what the product actually does. If you are new to the product, the four worth reading first are agent, campaign, knowledge, and contactable window, because between them they explain most of what happens on a call and why some customers are not called.

Terms

Terms
Term	Definition
Agent	A configured AI worker. An outbound marketing agent makes win-back calls; an inbound Front Desk agent answers your phone. Each has its own voice, persona, and settings.
AI receptionist	The inbound side of the product: the AI that answers your calls and texts, books, and takes orders. Sold as the Front Desk plan.
Campaign	A batch of outbound calls to a chosen group of your existing customers, with an agent, an offer, and a budget cap.
Contactable window	The period during which a past customer is still recent enough to contact. Customers outside it are skipped rather than called.
Do-Not-Call (DNC)	Your internal suppression list. Anyone on it is never called or texted again, across every campaign and channel.
EBR	Established business relationship: the relationship created when someone does business with you, and the legal basis for contacting your own past customers.
Front Desk	The plan that adds the inbound AI receptionist to everything in Win-Back.
Knowledge	Everything the AI is allowed to say about your business. It answers from this and does not invent beyond it.
Location	One store or site. Each has its own number, agent, knowledge, hours, and for restaurants its own menu and tables.
Opt-out	A customer asking to stop being contacted. Honoured immediately and across both calls and texts.
Section	A named area of a restaurant a guest can request, such as the patio. The AI seats using sections; floors are for your own layout only.
Segment	A saved group of customers, such as everyone who has not visited in three months, used as a campaign audience.
Skill	A job a Front Desk agent is permitted to do on a call: answering questions, booking, taking orders, or texting links.
Talk time	Live conversation time, which is what calls are billed on at $0.49 per minute. Ringing time is not billed.
Transcript	The full written record of a call. OrderToAI is transcript-only and never stores call audio.
Win-Back	The outbound plan and the activity itself: calling your existing customers to bring them back.

How the main pieces fit together

Knowledge is what your AI knows. An agent is who it is when it speaks: a voice, a personality, and a set of skills it is allowed to use. A location ties those to a phone number, so the number a customer dials decides which agent answers and which knowledge it answers from.

On the outbound side, a segment is who you want to reach and a campaign is the act of reaching them, with an agent doing the talking and a budget cap limiting the spend. Between them, the contactable window and your Do-Not-Call list decide who is actually dialled, which is why a campaign usually calls fewer people than the segment contains.

Questions

What is the difference between an agent and a campaign?: An agent is the voice and personality doing the talking. A campaign is a batch of calls to a chosen audience with a budget. You attach an agent to a campaign, and the same agent can be reused across many campaigns.
What is the difference between knowledge and a script?: OrderToAI does not use scripts. Knowledge is a body of facts about your business that the AI answers from in whatever way the conversation requires, which is why callers can interrupt and ask follow ups without derailing it.
What is the difference between a floor and a section?: A floor is how you organise your own plan, such as upstairs and downstairs. A section is a named area a guest can ask for, such as the patio. The AI reasons about seating in sections only, so anything requestable must be one.

Next steps

Frequently asked questions

Answers to the questions owners ask most: setup time, keeping your number, what the AI can do, what it costs, and how compliance works.

How the AI answers a call

What actually happens when your AI picks up: where its answers come from, what it is allowed to do, when it transfers to a person, and what it will never do.

Hear it on your own business

Reading about it only goes so far. The demo calls you and answers as your business, using your real Google profile, before you create an account.

Start free trial