Glossary

Common terms used throughout the Lodgestory docs, grouped by product. If you see a term in another page you're unsure of, this is the place to check.

Across the platform

• Organisation — your tenancy in Lodgestory. One organisation can have many team members, channels, phone numbers, brand profiles, and integrations.
• Account Owner — the top role. Controls billing, provider credentials, and everything else.
• CRM Admin — a role with full operational control minus billing.
• CRM User — a team member who can work in the inbox and take calls, with visibility limited to conversations assigned to them or their team.
• Channel — a specific way messages come in: a WhatsApp number, an Instagram account, an email inbox, your Web Chat widget, a Facebook Page.
• Contact — a person you're in conversation with. One contact can have multiple channels (phone number, Instagram handle, email).

Lodgestory CRM

• Unified Inbox / Home — the master list of every live conversation across every channel.
• Conversation — one message thread with one contact. Can span multiple channels over time.
• Ticket — a support case tied to a conversation. Has state: open, pending, resolved.
• Workflow lifecycle stage — where a conversation is in your process (new, qualified, booked, checked-in, post-stay).
• Ticketing machine — the set of rules that automatically moves tickets between states.
• Bot journey — a visual flow that replies to inbound messages based on conditions and user input.
• AI agent — a natural-language assistant that answers in your tone and can call tools you define (availability check, payment link, booking create).
• Template — a pre-approved WhatsApp message you can send proactively (required by Meta for outbound-first messages).
• Canned response — a saved text snippet a team member can insert with a shortcode.
• Campaign — a scheduled, segmented outbound broadcast across one or more channels.
• Team — a group of team members. Tickets and conversations can be assigned to a team; routing rules select a specific team member inside.
• Role-based access — every role sees only what they're entitled to. A User sees their assigned conversations; an Admin sees the whole organisation.
• Web Chat widget — the floating chat bubble you embed on your website.

Lodgestory Voice

• Phone number — a number you own (via your telephony provider) that inbound calls arrive on.
• Routing type — what a phone number does when a call arrives: ring an agent, ring a queue, play a voice menu, drop to voicemail, check a time condition, or hand off to an AI agent.
• Voice menu (IVR) — "Press 1 for sales, 2 for support" — a tree of prompts.
• Department — a queue of agents with a ring strategy.
• Ring strategy — how a department distributes calls: longest-idle, round-robin, ring-all, top-down, skill-weighted, and more.
• Agent — a team member with an extension, a softphone login, and optionally a Follow-Me mobile number.
• Softphone — the in-browser phone inside the CRM. Uses your computer's mic and speakers.
• Follow-Me — a mobile number that rings in parallel with the softphone. Whichever answers first takes the call.
• Voicemail box — a mailbox for after-hours or overflow. Has a greeting (recorded or text-to-speech), max duration, and silence timeout.
• Recording — audio of a connected call, retrievable from the contact timeline.
• Outbound campaign — a bulk dialer run with a contact list, dial strategy, and pacing.
• Sticky agent — the system remembers which agent last took a call from a given number and tries to connect them on the next call.
• Time condition — a schedule that changes routing based on the current time (business hours, holidays).
• DID — Direct Inward Dial — another industry term for a phone number that reaches a specific destination.
• Telephony provider — the upstream carrier that supplies your phone numbers. Examples: Tata Tele Smartflo, Lodgestory Voice first-party.

Content Studio

• Brand profile — your company name, voice, tone, style, products, customers, and call-to-action. Read on every generation.
• Site — a domain you've added for scraping.
• Source — a cleaned, scraped page — the starting point for generation.
• Suggestion — an AI-proposed blog angle. Not a blog until you generate from it.
• Blog — the content artifact. Has a title, slug, Markdown body, metadata, images, and cross-links.
• Cross-link — an internal link to another of your blogs, auto-suggested.
• Diff — the visible before-and-after of a chat refinement. Accept or reject before it's applied.
• Video template — a reusable pairing of avatar + voice + background music + style preset.
• Video pipeline — the multi-stage background process that turns a blog into a finished MP4.

SEO / distribution

• Open Graph — metadata that controls how a post looks when shared on Facebook, LinkedIn, WhatsApp.
• Structured data — machine-readable metadata (JSON-LD) that helps Google and AI search engines understand a page.
• AI-crawler metadata — special files (/llms.txt) and structured data (Speakable selectors) that help AI search engines like ChatGPT, Perplexity, and Google AI Overviews index your content correctly.
• Sitemap — an XML file listing every indexable page; search engines read it to discover your site.
• RSS feed — a machine-readable feed of recent posts; used by reader apps and syndication tools.

Roles, permissions, and gates

• Plan tier — Starter, Growth, Enterprise. Determines what's available on your tenancy.
• Feature gate — a limit tied to your plan (team member count, monthly broadcasts, video minutes, etc.).
• Compliance mode — for regulated regions (India DoT compliance for voice trunks, for example), Lodgestory handles the regulatory requirements automatically when you use a supported provider.