Skip to content
Intact Media

Glossary

AI and automation terms, explained simply.

33 terms you'll hear when talking about AI and automation, in plain English.

AI agent
An AI system that can take actions, such as checking a calendar or updating a CRM, as well as answering questions, within limits you set. Learn more about AI agent
AI chatbot
A website or messaging assistant that understands everyday language and answers from information you provide. Learn more about AI chatbot
AI receptionist
Voice AI that answers phone calls for a business, captures details, answers common questions and books appointments. Learn more about AI receptionist
API
Application programming interface. A defined way for two pieces of software to exchange data, which makes integrations possible.
Automation
Software that carries out a task automatically when something happens, such as sending a reminder when a booking is made. Learn more about Automation
Booking widget
An embeddable calendar on a website or link that lets customers book available times themselves.
Call forwarding (conditional)
A phone setting that sends calls to another number only when you don't answer, are busy or are unreachable.
Call transfer
Passing a live call from an AI receptionist to a person, usually when the caller asks or the AI can't help.
Conversation AI
AI that handles text conversations across channels such as website chat, SMS and social messages.
CRM
Customer relationship management software. One place for contacts, conversations, deals and history. Learn more about CRM
Drip sequence
A series of messages sent automatically over days or weeks, stopping when the person replies or acts.
GoHighLevel (HighLevel)
A US all-in-one platform combining CRM, pipelines, booking, messaging and automation. Billed in US dollars. Learn more about GoHighLevel (HighLevel)
Hallucination
When an AI model produces a confident answer that is wrong or made up. Limited by restricting the AI to approved information.
Integration
A connection between two software tools so data moves between them automatically.
Knowledge base
The approved information an AI assistant answers from, such as services, hours, policies and price wording.
Large language model (LLM)
The type of AI model behind modern chatbots and voice assistants, trained to understand and generate language.
Lead
A person who has shown interest in your business, for example by calling, messaging or filling in a form.
Missed call text back
An automation that sends a text to anyone whose call you don't answer, turning the missed call into a conversation. Learn more about Missed call text back
No-show
A booked customer who doesn't turn up. Reduced with reminders that make confirming or rescheduling easy.
Opt-out (unsubscribe)
A working way for someone to stop receiving marketing messages, such as replying STOP. Must be honoured within five working days in NZ. Learn more about Opt-out (unsubscribe)
Pipeline
A visual view of leads or jobs moving through stages, such as new, contacted, quoted and booked.
Privacy impact assessment
A structured check of how a new tool or process affects people's personal information, recommended by the NZ Privacy Commissioner before using AI tools. Learn more about Privacy impact assessment
Prompt
The instructions given to an AI model that shape how it behaves and responds.
Review request
An automated message after a job asking the customer to leave a review, often on Google.
Shared inbox
One inbox where calls, texts, emails and social messages from all channels arrive and can be answered by the team.
SMS gateway
A service that sends and receives text messages for software. Many NZ setups connect a local NZ SMS gateway to their CRM.
Speed to lead
How quickly a business responds to a new enquiry. Faster responses tend to win more work.
Sub-account
In HighLevel, a separate workspace for one business, with its own contacts, calendars and automations.
Trigger
The event that starts an automation, such as a missed call, a form submission or a quote being sent.
Voice AI
AI that can listen and speak in natural conversation, used in AI receptionists.
Webhook
A message one system sends to another the moment something happens, often used to connect tools.
Workflow
A set of automated steps that follow a trigger, such as reply, wait two days, then follow up. Learn more about Workflow

Find out where your leads are slipping through.

Answer a few quick questions, one at a time, about how calls, messages, quotes and bookings move through your business. You get an automatic summary of where automation could help, as a starting point. No obligation, no hard sell.

Get a free process audit See how we work