Terminology

Overview

This document defines common terms used throughout ReceptAssist.

The purpose is to provide consistent definitions for customers, prospects, partners, and team members.

Appointment

An appointment is a scheduled meeting between a business and a customer or prospect.

Examples include:

• Consultations

• Estimates

• Inspections

• Discovery calls

• Service appointments

• Follow-up meetings

Appointment Confirmation

An appointment confirmation is a communication sent to verify that a customer intends to attend a scheduled appointment.

Confirmation campaigns help reduce no-shows and improve attendance.

Appointment Reminder

An appointment reminder is a communication sent before a scheduled appointment.

Reminders help customers remember upcoming appointments and improve attendance rates.

Appointment Rescheduling

Appointment rescheduling occurs when an existing appointment is moved to a different date or time.

ReceptAssist can assist customers with finding alternative appointment times when appropriate.

Call Summary

A call summary is a condensed overview of a conversation.

Summaries may include:

• Customer information

• Requested services

• Qualification details

• Appointment information

• Recommended next steps

Call summaries help businesses quickly understand conversations.

Contact

A contact is an individual or organization stored within a customer management system.

Contact records may contain:

• Name

• Phone number

• Email address

• Company information

• Notes

• Activity history

CRM

CRM stands for Customer Relationship Management.

A CRM system helps businesses organize contacts, opportunities, communications, workflows, and customer information.

Customer Journey

The customer journey refers to the complete experience a customer has with a business.

Examples include:

• Initial inquiry

• Qualification

• Appointment scheduling

• Service delivery

• Follow-up communication

• Repeat business

ReceptAssist can support multiple stages of the customer journey.

Database Reactivation Campaign (DBR)

A Database Reactivation Campaign is an outbound campaign designed to reconnect with existing contacts.

Examples include:

• Previous customers

• Old estimates

• Inactive leads

• Past inquiries

• Existing databases

The goal is to identify new opportunities from contacts that already exist.

Demo Website

A demo website is a personalized demonstration page created to help prospects experience ReceptAssist before becoming customers.

Demo websites may include:

• A demonstration recording

• A personalized virtual receptionist

• A ReceptAssist assistant

• A booking calendar

Discovery Call

A discovery call is an introductory conversation designed to understand business requirements, goals, challenges, and opportunities.

Discovery calls help determine how ReceptAssist may support a business.

Escalation

Escalation occurs when a conversation requires human involvement.

Examples include:

• Complex customer situations

• Sensitive matters

• Human assistance requests

• Requests outside available knowledge

Follow-Up Campaign

A follow-up campaign is an outbound communication sequence designed to continue engagement after an initial interaction.

Examples include:

• Lead follow-up

• Estimate follow-up

• Customer follow-up

• Appointment follow-up

Inbound Communication

Inbound communication refers to interactions initiated by customers.

Examples include:

• Phone calls

• Website inquiries

• Appointment requests

• Customer questions

Inbound communication is typically handled by a virtual receptionist or website assistant.

Lead

A lead is a potential customer who has expressed interest in a business's products or services.

Examples include:

• Phone inquiries

• Website inquiries

• Appointment requests

• Consultation requests

Leads may become qualified opportunities.

Lead Qualification

Lead qualification is the process of gathering information and determining whether a prospect is a good fit for a business.

Qualification may include:

• Needs assessment

• Information collection

• Service requirements

• Appointment readiness

• Opportunity identification

Opportunity

An opportunity is a qualified lead that may generate business.

Examples include:

• Estimate requests

• Service inquiries

• Consultation requests

• Sales discussions

Opportunities are often tracked through a sales pipeline.

Outbound Communication

Outbound communication refers to interactions initiated by the business.

Examples include:

• Follow-up calls

• Appointment reminders

• Appointment confirmations

• Database Reactivation Campaigns

• Customer satisfaction campaigns

• Review request campaigns

Outbound communication helps maintain customer engagement.

Pipeline

A pipeline is a structured process used to track opportunities through various stages.

Examples may include:

• New Lead

• Qualified

• Appointment Scheduled

• Proposal Sent

• Closed Won

• Closed Lost

Pipeline stages vary by business.

Referral Campaign

A referral campaign is designed to encourage existing customers to refer new customers.

Referral campaigns help businesses generate opportunities through customer relationships.

Smart Virtual Receptionist

A Smart Virtual Receptionist is an automated communication assistant designed to:

• Answer inquiries

• Capture information

• Qualify opportunities

• Schedule appointments

• Support customer communication

The receptionist can operate continuously and handle multiple conversations.

Website Assistant

A Website Assistant is a conversational assistant embedded on a website.

Website assistants may:

• Answer questions

• Capture leads

• Qualify opportunities

• Schedule appointments

• Explain services

• Assist visitors

Website assistants help engage visitors directly on a website.

Workflow

A workflow is a sequence of automated actions triggered by specific events.

Examples include:

• Appointment confirmations

• Appointment reminders

• Lead follow-up

• CRM updates

• Customer notifications

Workflows help automate repetitive business processes.

Common Questions

What is the difference between a lead and an opportunity?

A lead is a potential customer who has expressed interest.

An opportunity is a qualified lead that has a realistic potential to become business.

What is a DBR?

DBR stands for Database Reactivation Campaign.

It is an outbound campaign designed to reconnect with previous customers, old leads, inactive contacts, or historical opportunities.

What is a discovery call?

A discovery call is an introductory conversation used to understand business requirements and determine potential fit.

What is a workflow?

A workflow is an automated process that performs actions based on customer activity, conversation outcomes, or predefined triggers.

What is a website assistant?

A website assistant is a conversational assistant embedded on a website that can engage visitors, answer questions, collect information, and schedule appointments.

What is a smart virtual receptionist?

A smart virtual receptionist is an automated assistant that helps businesses manage customer communication, lead capture, qualification, appointment scheduling, and customer engagement.