Glossary

Quick-reference definitions for every term Saaya uses in code, docs, and the dashboard. When in doubt, check here first.

Platform

  • Agent, a unit of conversational behaviour: prompt or flow + LLM + voice + tools + KBs.
  • Channel, the surface a conversation runs on: voice, video, WhatsApp, web chat.
  • Session, a single conversation instance, with transcript, sentiment, tool calls, and cost.
  • Knowledge base (KB), a versioned, indexed corpus the agent retrieves from.
  • Tool, a typed function the agent can call mid-conversation.
  • Version, an immutable snapshot of an agent's configuration; drafts vs published.
  • Deployment, a binding between a published version and a real-world surface (number, widget, sender).

People and policy

  • Organization, the workspace boundary; the unit of billing, RBAC, residency.
  • System role, `SUPER_ADMIN` (Saaya staff) or `USER` (everyone).
  • Org role, `OWNER`, `ADMIN`, `MEMBER`, `VIEWER`.
  • Scope, a fine-grained permission (`agents.create`, `sessions.read`, …) bundled into roles.
  • Tag, an arbitrary string applied to agents / KBs for ABAC and cost attribution.

Conversation

  • Turn, one speaker contribution in a session (user or agent).
  • Barge-in, interrupting the agent's TTS with a new user utterance.
  • Citation, the source-anchored footnote on a KB-grounded answer.
  • Strict citation mode, refuse to answer when retrieval confidence is below threshold.
  • Escalation, handing off to a human, a flow, or a fallback channel.

Operations

  • Campaign, a batch of outbound sessions driven from a CSV or query.
  • Cascade, a sequence of channels Saaya tries for a single contact.
  • Window, the time-of-day rule a campaign respects.
  • Concurrency cap, the maximum simultaneous sessions allowed on a number / org.
  • Residency, the geographic region your data is stored in (EU / India / US).

Observability

  • Webhook, a push-based event delivery to your URL.
  • OTLP, the OpenTelemetry wire protocol Saaya exports traces over.
  • Audit log, append-only record of privileged actions.
  • Cohort, a saved metadata filter you can re-use across analytics charts.
  • Cost line item, one component of a session's cost (tokens, audio minutes, KB ops, avatar seconds).
PreviousWebhook events
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