What the terms on this site mean.
Short, plain definitions for the routing, outbound, and marketing terms you'll see across the site, each linked to the page that covers it.
- AMD (answering machine detection)
Detects automatically when an outbound call reaches a machine instead of a person, so a bot or workflow can react instead of a rep waiting on a greeting.
Contact center- Blast
A one-time message a team sends to a list, all at once, from the same engine that runs a cadence.
Journeys- Bot
An AI teammate that answers calls, chats, texts, or emails from a queue, works from your playbook and knowledge base, and hands off to a person when it needs judgment.
Bots- Cadence
A multi-step sequence a rep runs on one contact over several days: an email, a wait, a text, then a check for a reply.
Journeys- Call parking
Setting a live call down in a numbered slot so anyone with visibility can pick it back up from a desk phone, the web phone, or a feature code.
Contact center- Hybrid
Running Unbound in your building and in our cloud together, active/active or active/passive, your choice, with one console and one sign-in across both.
Deploy and security- Journeys
The engine behind marketing blasts and sales cadences: add a person or a whole list, and it moves each one through a sequence of touches on its own.
Journeys- Line groups
A shared phone line, the old key-system “Line 1/2/3” setup: a call rings every phone mapped to it, whoever answers is on it, and others can join.
Contact center- Overflow
What happens to a call, chat, or email when a queue is full, closed, or out of agents: it can route to another queue, a workflow, voicemail, or a ring group.
Contact center- Playbook
Your coaching rubric written as goals. Once it's published, it scores a live call beside the agent, and scores a bot's conversations the same way.
Coaching and QA- Proficiency tiers
Expert, Proficient, and Learning skill levels a queue routes by, with who is eligible widening the longer a call waits.
Contact center- Program
A marketing campaign treated as a business unit: who's enrolled, what you spent, and what it cost to win each one.
Marketing- Routing steps
The ordered rules a queue uses to widen who can take a call, chat, or email as wait time grows.
TaskRouter- TaskRouter
The engine that decides who gets a task, by skill, priority, and capacity, across calls, video, chat, SMS, email, and the work a workflow creates.
TaskRouter- Voicemail drop
Leaves a pre-recorded message on an outbound call that reached voicemail, then moves on immediately instead of a rep waiting through the greeting.
Contact center- Workflow
A sequence your team builds once, on one canvas, that runs an IVR, a journey, a queue step, team alerts, or an MCP tool call.
Workflows and MCP
See any of these in the product.
Start free opens a 30-day account with sample data already loaded, so you can click into a queue, a journey, or a playbook yourself.