Glossary
Summary
The terms that appear in the app and in this documentation.
Reference table
| Term | What it means |
|---|---|
| Workspace | A company's space in Growtek: its data, its team and its configuration. |
| Module | A part of the platform that is enabled per workspace (Contacts, Quotations, Prospecting Pipeline…). |
| Role | A person's profile in the workspace (Owner, Admin, Seller…). It defines their permissions. |
| Permission | A resource × action pair, such as quote.update. |
| View all (viewAll) | Permission to see all the records of a module, not just your own. |
| Prospecting agent | The AI agent that phones contacts, probes interest and qualifies. |
| Support agent | The AI agent that answers over WhatsApp, Messenger, Instagram and the web widget. |
| Prospection | A voice agent campaign over a list of contacts. |
| Outbound / Inbound | Prospection of contacts who don't know the company / who have already shown interest. |
| Cadence | The time window, the attempts and the retry interval of the calls. |
| Lead | A sales opportunity inside a pipeline. |
| Pipeline | The board of stages a lead moves through: Prospecting, Sales, Remarketing or Post-sales. |
| Qualification | Hot, warm or cold: how close a contact, lead or conversation is to buying. |
| Interest report | What the AI understood from the calls with a lead. |
| Text recovery | The WhatsApp message the agent sends when the calls run out with no answer. |
| WhatsApp template | A message approved by Meta, required to write outside the 24 h window. |
| 24 h window | WhatsApp's period, from the customer's last message, during which you can reply without a template. |
| WABA | WhatsApp Business Account: the WhatsApp Business account in Meta. Its ID goes into the credential. |
| Webhook | The address Meta sends the messages to. It is set up with the URL and the verify token that Growtek provides. |
| Caller ID | The number the contact sees when the agent calls them. It is verified in AI connections. |
| Retell | The voice provider for the calling agents. |
| Twilio | The telephony provider for the agent's line. |
| AI key | The workspace's OpenAI or Gemini API key. |
| Credentials vault | Settings → Credentials, where the provider keys are stored encrypted. |
| Agent context | What the agent knows about the business: identity, topics, tone and commercial role. |
| Knowledge base | The documents the support agent consults. |
| Vertical | A type of agent task (product sales, service sales, project sales, scheduling, closing). |
| Segment | A rule-based grouping of clients that updates itself. |
| List | A manual grouping of contacts, usually by source. |
| AI classification | What the AI fills in on its own for each client: tags, segments, lists, company, customer type, qualification. |
| Quotation | A commercial proposal with a public link, versions, signature and PDF. |
| Version | A published edition of a quotation (v1, v2…). A published version does not change. |
| Close probability | The AI's estimate (0 to 100) that a quotation will be accepted. |
| Ticket | A case to resolve, with type, priority, owner and SLA. |
| SLA | The maximum time to resolve a ticket according to its priority. |
| Assignment rules | Which cities, commercial lines and ticket types each member handles. |
| Assignment category | A commercial line of the workspace, used to distribute leads and tickets. |
| Monthly budget | The workspace's AI spending limit, in USD. |