# 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.

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