Glossary

Plain-English definitions of the terms you will meet while using this product. Internal and technical terms are not included here.

Agent

A specialist AI assistant that handles one area of your agency's work. Each agent has a defined set of capabilities. You work with agents in Slack and in the web app; some agents are app-only or run quietly in the background. Agents watch, draft, and analyse on their own, but nothing reaches a client, is published, or is dialed without a person's approval.

AI Visibility

A view of how a brand shows up when people ask AI assistants questions. It tracks whether the brand is mentioned (its presence), which sources get cited, what competitors are doing, and what you can do to improve. Use it to see where a brand stands in AI answers and what to act on next.

Approval Card

A request for your sign-off before something can proceed. It shows up as a message in Slack and as an item in the Work Queue in the app. Either one shows what the agent has prepared and gives you the actions to review it.

Approve

The action that tells the agent it can proceed. You can approve in Slack or in the app. What happens next depends on the item. Approving an Account Assistant reply or a Principal Inbox reply sends the email right away. Approving a meeting or sales follow-up puts a draft in Gmail for you to send. Approving a marketing email marks it approved, and sending is a separate step that is off unless your agency has turned outbound email on. Approving a social post gives it the next open posting slot, and it publishes automatically then. Approving a HubSpot landing page does not publish it; Publish to HubSpot is a separate step. Approve & Send on a proposal sends it to the prospect through PandaDoc. Approve & Send on an outbound action (a text, mailer, gift, video, voicemail drop, or LinkedIn message) records your approval but delivers nothing. Getting Started lists every case.

Book of Business

A summary of all your clients, showing recent contact levels and which accounts need attention. The Customer Success agent produces it when you ask; it does not run on a schedule.

Brand Guard / Brand-Fit Check

The brand-checking step that reviews a draft against your brand's voice, content pillars, and positioning guidelines. It has three modes, set in the Operator Console: Enforce holds back a draft that does not pass, Warn records its flags but never holds a draft back, and Off skips the check. Off is the shipped default. When a mode other than Off is on, the check runs when you approve an email or a page, and when a blog or social post is about to publish; a flagged item shows the reason where you review it.

Business Hours

The working hours you can set for your team. When business hours are turned on, routine notifications hold until working hours resume, and the clocks that track how quickly a client message needs a reply pause outside them. The shipped setting is off, so unless your administrator has turned it on, notifications arrive as they are ready.

Churn Risk

A client relationship that looks at risk of ending. Two things point to it: a client's health score falling into the red band, and the Customer Success agent's list of accounts you have not been in touch with for more than two weeks. Both are prompts to reach out, not predictions.

Citation

A place where a brand is named or its content is referenced as a source in an AI assistant's answer. Tracking citations shows which of your pages and sources AI tools actually draw from, so you can see what is working and where to strengthen the brand's presence.

Competitor Watchlist

The list of rivals you ask the product to keep an eye on for a given client. When a watched competitor does something noteworthy (a launch, a rebrand, a pricing change, a new hire), the product records it as a "move," labels what kind it is, and adds a short neutral summary so your team can decide whether to respond.

Concierge

The routing agent. It triages general questions in its own Slack channel and sends them to the right specialist, and it can coordinate work that spans more than one agent. It is not a default responder elsewhere: mention it in its channel to reach it.

Content Network

A coordinated push where a single idea is turned into several connected pieces that work together across formats and platforms, rather than one standalone post. Use it when you want a topic covered as a campaign instead of a one-off.

Content Pillar

A strategic topic category that guides content creation for your clients. Content pillars keep a client's published output focused and consistent over time. Agents refer to pillars when drafting and when running brand-fit checks.

Content Queue

The running list of content ideas that are in flight: topics captured, suggested, or waiting to be drafted. It is where ideas live before they become drafts you review. A noteworthy competitor move or a strong topic can be added here for the team to pick up.

Decision

A yes/no judgment call an agent surfaces for you, as opposed to a draft going out. Examples are accepting a suggested change to who you target or approving a new client testimonial. A decision item explains why it surfaced so you can approve it or dismiss it, often with a short reason.

Draft

Content that an agent has prepared but not yet sent or published. Drafts appear in approval cards. Depending on the card or row, you can approve, edit, request a redraft, reject, snooze, or skip them.

Edit

An approval card action that lets you modify a draft before it is sent or published. After you save your edits, the draft can be approved or discarded.

Hand-Off

When one agent passes a task to another. For example, the Concierge passes your request to the right specialist. The hand-off keeps the workflow moving without requiring you to re-explain the context.

Health Score

A number from 0 to 1 that summarizes the current state of a client relationship, calculated each day. It always weighs how recently you were in touch (falling steadily over 30 days), how often (rising until about ten recent signals, then levelling off), and how many different sources show activity (up to three). When the data exists, it also weighs sentiment, missed response deadlines, and contract value, so higher-value clients score higher. Each signal counts equally. The score shows as a traffic light: green at 0.7 or above, yellow at 0.4 or above, and red below that. When a client's score crosses down into the at-risk band, an alert is sent to the account owner. The Portal Audit tool has its own health score, which measures a HubSpot portal and is unrelated to this one.

Hot List

A daily, self-ranking shortlist of the prospects most worth your attention right now. It surfaces the highest-priority accounts so you do not have to comb through the whole list. You can pin an account to keep it on the list or exclude one you do not want to see.

Inbox Triage

How the assistants sort incoming email and decide which messages need a reply. Each message is classified, and the ones that need attention are surfaced with a drafted reply where one is warranted.

Meeting Brief

An auto-written prep sheet prepared before a meeting with a prospect the product already tracks. It pulls together who the person is, why they are a fit, talking points, useful questions to ask, likely objections, and a recommended next step, so you walk in ready. Briefs appear in the app ahead of the meeting.

Notification

A proactive message an agent sends without you asking. It can arrive in Slack or in the app, alerting you to things that need attention: drafts ready for review, risks that surfaced overnight, or scheduled deliverables coming up. Your team can turn notifications off per channel; when Slack is off, everything waits for you in the app instead.

Operator Console

The part of the product where your agency configures the agents, connects tools, and monitors how everything is running. It is for the people who administer the product. See The Operator Console.

Pipeline

The sequence of steps a piece of content or a client action moves through, from research and drafting to approval and delivery. Agents manage the pipeline; you own the approval gates.

Proof Point

A verified piece of evidence about a real client outcome: a result, a quote, or a statistic, pulled from a real source and recorded with where it came from. Once approved, proof points become the vetted library that the drafting agents can cite, so the content your team publishes is backed by something true rather than a guess.

Redraft

An action on follow-up email cards from the Meeting Assistant and the Sales Assistant that sends the draft back to the agent with a note. The agent reworks the content and posts a new approval card. Use this when the direction is right but the execution needs another pass.

Response Deadline (SLA)

The clock that tracks how long a client message has been waiting for a reply before it is flagged as late. It helps your team stay on top of inbound mail and not let anything slip. When business hours are turned on, the clock pauses outside them.

Scrutiny

The review pass that prepares new proof-point candidates before they can be used. It removes near-duplicates, scores what survives, and ranks the strongest ones. Passing scrutiny means a candidate is ready for your review; it does not authorise use on its own. A proof point becomes usable only after you approve it.

Skill Tier

A rating of the skill a piece of work needs in the Tools: T1 Standard, T2 Advanced, or T3 Expert. Each tier carries a billing multiplier that applies only when a quote includes Tier Time. See the Tools Overview.

Skip

An action, on cards and rows that offer it, that dismisses the item without approving or editing it. The draft is not sent and no further action is taken. Use Skip when the timing is wrong or the content is no longer needed.

Snooze

An action that defers an item for later instead of acting on it now. You can push it back a couple of hours, to tomorrow morning, or to a custom time, and it returns to your queue on its own when that time comes. Use it when something is not ready for a decision yet but you do not want to lose it.

Syndication

Taking one main piece of content and adapting it so it can be re-posted to other platforms, each version fitted to where it will appear. You review and approve each adapted version before it goes out, so the same idea travels further without losing its voice.

Testimonial

Client praise captured from a real conversation or call, checked for consent, and published into a reusable library. Approved testimonials can be used in content and feed the proof library, so genuine client words back up what your team puts out.

Tier Time

A per-quote choice in the Tools between showing effort (base hours) only and including the skill-tier multipliers. It appears only when your instance has Skill Tiers turned on. See the Tools Overview.

Tools

The set of guided wizards for scoping, pricing, and auditing client work: proposals, migrations, HubSpot builds, audits, and project plans. See the Tools Overview and Where You Work.

Voice Profile

A set of guidelines that defines how content sounds for a specific brand or person. Voice profiles cover tone, vocabulary, sentence style, and things to avoid. Agents apply the correct voice profile when drafting.

Work Queue

One prioritized list in the app of everything waiting on your decision, across the agents that feed it. Drafts to sign off and yes/no decisions gather here, with the time-sensitive ones floating to the top. It has tabs for Focus, Outbound, Decisions, All, and Snoozed. The actions on each row depend on the item, and every row can be snoozed. If your team has turned Slack off, the Work Queue is where everything waits for you.