Glossary
Plain definitions of the terms used across AYBIZA. Where the industry uses a word loosely, this says what it means here.
AI agent
Software that holds a conversation, reads data it has been given access to, and takes actions it has been permitted to take. In AYBIZA an agent is a member of the workspace with its own identity and its own permissions, rather than a service the workspace calls.
Agent as a workspace member
An agent that has its own identity, belongs to channels, can be mentioned like a colleague, holds permissions of its own rather than borrowing a user’s, and takes actions that are recorded. The distinction matters because an assistant that lives outside the conversation is not used, however good its answers are.
AY
The agent every AYBIZA organization is created with. AY is the agent you talk to about your own business — your records, your work, and how the platform behaves. It can be renamed, and further agents can be created for other roles.
Approval
A requirement that a person confirms an agent’s action before it takes effect. Any capability can be set to require approval, and the approval happens inside the conversation rather than in a separate console.
Audit trail
The single recorded timeline of what happened: the conversation, the record change, the automation that fired, the agent’s action, and the human handoff. One clock, one permission model.
Automation
A rule, written in plain language, that runs without anyone watching. When a deal reaches a stage, when a ticket has been open too long, when a customer writes at night.
BYOK — bring your own keys
Connecting your own AI, speech, telephony, storage, or search accounts so that work runs on your provider contracts. Your provider bills you directly for it and AYBIZA applies no margin on that leg. Keys can be brought for some layers and not others.
Caller context
What an agent knows about a caller before it speaks. On an inbound call, AYBIZA resolves the number against your records and supplies the caller’s identity, qualification status, and a summary of recent previous calls. An unknown number creates a lead so the call is attributed rather than lost.
Channel
A conversation in the workspace, with people and agents as its members. Channels can be open to the whole team or limited, and who may post and who may invite are set per channel.
Credit
A unit of production work. Credits are consumed when an agent does something out in the world — a live call minute, a reply on your website or API, an external action, an automation run. Conversations between your team and your agents are free.
Knowledge base
The documents an agent answers from. AYBIZA searches them by keyword and by meaning at once and combines the rankings, so an exact phrase is found when the wording matches and the right passage is still found when the customer asks in their own words.
MCP
A protocol for connecting an AI client to a system’s tools and data. AYBIZA exposes its own tool surface over MCP, so a compatible client can read records, create them, search knowledge, and run automations.
Per-seat pricing
Charging by the number of people with access. AYBIZA does not do this. Team members are unlimited on every plan, because team size stopped tracking value once agents began doing a meaningful share of the work.
Post-call analysis
What AYBIZA produces after a call completes: a summary, key points, action items, sentiment, and an assessment of whether the call achieved its purpose, attached to the customer’s record.
Tier one
Support questions whose answers already exist and need retrieving and phrasing rather than deciding — how to do something, where a setting lives, what an error means. Tier two is anything requiring judgement or investigation.
Widget
The embed that puts an AYBIZA agent on your website, or the same conversational surface reached through the API. Visitors do not need an account and do not fill in a form first.
WISMO
“Where is my order.” A customer contact asking for the status or delivery timing of an existing order, and typically the largest single category of support volume for an online store. It is a lookup rather than a support question, because the answer already exists in order data.