# Glossary

> The terms used in the dashboard and in these guides, explained briefly, each with a link to its guide.

https://scoco.ai/en/docs/glossary/

The terms you meet in the dashboard and in these guides, explained briefly. Each entry points to the guide that says more.

## A to F

**Ask scoco:** The AI in the dashboard. It answers questions about your calls and proposes changes to an **Owner** or **Admin**, which only apply once accepted, see [Ask scoco](https://scoco.ai/en/docs/ask-scoco/).

**Assistant:** The AI that answers calls to your numbers. It has its own greeting, rules, knowledge and voice. An account can have several assistants, see [Several assistants and numbers](https://scoco.ai/en/docs/several-assistants/).

**Business hours:** The times your business is open. Your assistant tells callers about them when asked and offers appointments only within them, see [Set your business hours](https://scoco.ai/en/docs/business-hours/).

**Call forwarding:** Forwarding your own number to your scoco number, set up with your phone provider, see [Set up call forwarding](https://scoco.ai/en/docs/call-forwarding/).

**Contact:** A person with a name, usually with a phone number. Contacts come from calls, are added by hand, imported, or synced from Google and Microsoft 365, see [Contacts](https://scoco.ai/en/docs/contacts/).

## G to K

**Greeting:** What the assistant says first when it answers a call. It always says that an AI is speaking, see [Change the greeting](https://scoco.ai/en/docs/greeting/).

**Inbox:** Where calls land and, with a text-message number of your own, text messages. **Open** holds what needs a person, see [Work through the inbox](https://scoco.ai/en/docs/inbox/).

**Included minutes:** The call minutes your plan includes per calendar month, see [Plans, minutes and trial](https://scoco.ai/en/docs/plans/).

**Industry template:** The ready-made start of a new assistant: what it asks, when it passes a call on and what it never does, see [Industry templates](https://scoco.ai/en/docs/industry-templates/).

**Knowledge:** What the assistant knows about your business and answers from, see [Knowledge](https://scoco.ai/en/docs/knowledge/).

**Knowledge gap:** A question the assistant found no answer to. Once you answer it, the answer applies from the next call, see [Close knowledge gaps](https://scoco.ai/en/docs/knowledge-gaps/).

**Known callers:** When someone from your contacts calls, your phone can ring first. If you do not answer, the assistant takes over, see [Put known callers straight through](https://scoco.ai/en/docs/known-callers/).

## P to S

**Phone number:** A scoco number that belongs to exactly one assistant. You keep your own number and forward it there, see [Several assistants and numbers](https://scoco.ai/en/docs/several-assistants/#how-it-fits).

**Role:** What a person on the team may do: **Owner**, **Admin**, **Member** or **Viewer**, see [Roles and permissions](https://scoco.ai/en/docs/roles-and-permissions/). Not to be confused with the role on an assistant's card, **Reception** or **Executive screening**, see [Industry templates](https://scoco.ai/en/docs/industry-templates/).

**Rule:** Tells the assistant what to do for a particular caller or request: put through, take a message, refer to e-mail or decline, see [Rules](https://scoco.ai/en/docs/rules/).

**Status:** Sets for all assistants whether they work normally, only take messages or let calls ring with you first, see [Status](https://scoco.ai/en/docs/assistant-status/). Not to be confused with the switch next to an assistant's name: **Offline** there means that one assistant holds no conversation, see [Silence an assistant](https://scoco.ai/en/docs/several-assistants/#silence).

**Summary:** The short note scoco writes about a call in which the assistant held a conversation, see [Notifications](https://scoco.ai/en/docs/notifications/#after-a-call).

## T to Z

**Test call:** A simulated call scoco runs with your assistant at the click of a button, and rates. It does not count towards your minutes; if you call yourself, that counts like any call, see [Test call](https://scoco.ai/en/docs/test-call/).

**Transcript:** The written text of a call. scoco does not store recordings, see [Retention and deletion periods](https://scoco.ai/en/docs/data-retention/).

**Transfer:** The assistant connects the caller with a phone number you have stored, such as your own. If nobody answers, it takes a message, see [Put callers through to a person](https://scoco.ai/en/docs/transfers/).

**Trial:** The free period after you sign up, without payment details, limited in weeks and in minutes, see [Plans, minutes and trial](https://scoco.ai/en/docs/plans/#trial).

_Last checked: 26 October 2026_