Glossary
Here's what all the important words and terms mean in Kayse AI. 📖
A
AI Receptionist
A smart AI voice assistant that can pick up phone calls, make outbound calls, gather info, and send calls to a real person. 🤖 See AI Receptionist.
Automation
A rule that does things automatically when something happens. For example, sending a welcome message when a new case is created. See Automations.
Auto-Reply
An AI-written response suggestion that pops up when a client sends a message. You can review and edit it before hitting send.
B
Backchannel
Short sounds like "uh-huh," "I see," or "go on" that the AI says during calls to let the caller know it's listening. 🎧
Bulk Actions
Doing something to many records at once — like changing the status of a bunch of cases or texting multiple clients.
C
Campaign
An organized outreach effort to contact lots of clients through AI calls, texts, or emails. Campaigns target a specific list of cases. 📣 See Campaigns.
Campaign Run
One round of running a campaign. A single campaign can run multiple times, and each run has its own stats and results.
Case
A legal matter your firm is handling. Cases hold client info, messages, tasks, documents, and activity history. See Cases.
Case List
A group of cases put together for campaigns, bulk actions, or reports. Can update itself automatically (dynamic) or be handpicked (static). See Lists.
Case Status
Where a case is in your workflow right now (like "New Lead," "Active," or "Settled"). You can customize statuses for each case type.
Case Type
A kind of legal matter (like "Personal Injury" or "Workers' Compensation"). Each type can have its own statuses, custom fields, and default forms.
Contact
A person connected to one or more cases. Contacts have contact info, communication preferences, and linked cases. See Contacts.
Cold Transfer
A call transfer where the caller goes straight to the new person — no intro or context given. ❄️
Conditional Logic
Rules that show or hide form tasks based on earlier answers. For example, only showing "Hospital Name" if the client said "Yes" to "Were you hospitalized?"
Custom Field
A field you create to capture extra case info beyond the standard stuff. Can be text, number, date, dropdown, etc.
D
Draft Message
An AI-suggested reply to a client message. It shows up for you to review before you send it. ✉️
Dynamic List
A case list that updates itself automatically. New cases that match your criteria get added on their own.
E
Enrichment
Automatically finding and adding extra contact info (phone numbers, emails, addresses) to client records using outside data services. 🔍
F
Form
A collection of tasks organized into sections that clients fill out. Forms get assigned to cases and shared through secure links. See Forms.
Form Link
A secure web address that lets a client fill out a form without logging in. Can be sent by text or email. 🔗
H
Handoff (Human Handoff)
When the AI detects it should pass the conversation to a real person — like when a client asks to speak with someone or gets frustrated.
Heatmap
A color-coded chart showing how well things are going at different times of day and days of the week. Great for finding the best times to reach out! 🗺️
I
Inbound Call
A phone call coming in from a client or potential client. Usually answered by the AI Receptionist. 📞
Integration
A connection between Kayse AI and another system (like your CRM) that keeps data in sync and workflows connected. See Integrations.
K
Knowledge Base
A collection of documents and FAQs that the AI can look up during calls to give accurate answers about your firm. 📚 See Knowledge Bases.
L
List
See Case List.
M
Merge Fields
See Variables.
Messenger
The all-in-one inbox for all client communication — texts, emails, and chats all in one place. 💬 See Messenger.
N
Negative Sentiment
When the AI figures out that a client sounds frustrated, angry, or unhappy. This can trigger automations or alerts. 😟
O
Opt-In
When a client says "yes" to getting messages through a certain channel (text, email, or phone calls). ✅
Opt-Out
When a client says they don't want messages anymore. Clients can opt out by replying "STOP" to a text.
Outbound Call
A phone call made by Kayse AI to a client — either triggered by someone on your team or as part of a campaign.
P
Portal (Client Portal)
A self-service page where clients can check their case status, finish tasks, upload documents, and send messages — no account needed! 🌐
Post-Call Analysis
The AI's review after a call ends. It writes a summary, figures out if the call was successful, and pulls out key info.
Prompt
The instructions you give the AI that tell it how to behave on calls. This includes what to say first, what info to collect, and how to handle different situations.
R
Responsiveness
An AI setting that controls how fast the AI jumps in after a pause in conversation. Higher values mean quicker replies. ⚡
Retry
An automatic do-over when a call doesn't go through. Campaigns can try again multiple times at set intervals.
S
Section
A group of related tasks inside a form. For example, a "Personal Information" section might have name, address, and contact tasks.
Sentiment Analysis
AI that reads the tone of a message or call to figure out if the client is happy, neutral, or upset. Used for setting priorities and triggering automations. 🎭
Static List
A case list that only has the cases you manually added. It doesn't change on its own.
Status
See Case Status.
System Log
A record of everything that happens in your Kayse AI account. Used for tracking and fixing problems. See System Log.
T
Task
One thing that needs to get done — either by a client (like uploading a document) or by your team (like reviewing a case). See Tasks.
Task List
See Section.
Template
A reusable message or form you can use again and again. Message templates can include variables for personalization. See Message Templates.
Transcript
A written version of a phone call, created automatically by AI. 📝
Transfer
Sending a caller from the AI to a real person during a call. Can be cold (direct) or warm (with an introduction).
Trigger
An event that kicks off an automation — like "Case Created" or "Negative Sentiment Detected."
U
Unified Inbox
See Messenger.
V
Variables (Merge Fields)
Placeholders in templates that get replaced with real info when sent. For example, becomes "John." 🏷️
Voice Agent
See AI Receptionist.
Voicemail Detection
The AI's ability to tell when a call goes to voicemail and do the right thing (hang up, leave a message, etc.).
W
Warm Transfer
A call transfer where the AI gives context or an introduction to the person taking over before connecting the caller. 🤝
Webhook
An automatic message sent to another system's URL when something happens in Kayse AI. Used for integrations and custom automations. See Webhooks.
Welcome Message
The first thing the AI says when it answers a call or makes an outbound call. 👋