Glossary

An agent is your virtual assistant. It is the “digital employee” that answers calls, responds to messages, and manages reservations on behalf of your business. Each agent has its own settings, channels, services, and knowledge base. If you have multiple businesses or locations, you can create a separate agent for each one.

A channel is the way your customers communicate with your agent. The available channels are: phone calls, WhatsApp, Instagram, and email (Gmail). You can activate one or several channels depending on your business needs.

Credits are the unit that measures your agent’s usage. Every call or message that Aura handles consumes a certain number of credits. Your subscription plan includes a set amount of credits, and you can purchase more if you need them.

A resource is any element of your business that can be booked: a room, a professional, a table, a piece of equipment, etc. Each resource has its own availability and capacity. For example, in a hair salon each stylist would be a resource.

A service is what you offer your customers that can be booked: a medical consultation, a haircut, a dinner table, a meeting, etc. Each service has a duration and can be linked to one or more resources.

A template is a predefined message you can send to your customers through WhatsApp. Templates are used for booking confirmations, reminders, follow-ups, and other communications. They must be approved before they can be used.

An automation is an action that Aura performs automatically when something specific happens. For example: sending a reminder 24 hours before an appointment, or a thank-you message after a call. You can set up automations based on events (something happens) or on a schedule (at a specific time or date).

An escalation occurs when Aura detects that it cannot resolve a customer’s inquiry on its own and transfers the call to a real person on your team. You can configure which situations should trigger an escalation and to which phone number.

A callback is when Aura marks a case as pending so that someone on your team can contact the customer later. It is used when the inquiry cannot be resolved right away but does not require an immediate transfer either.

The knowledge base is where you upload all the information you want Aura to know about your business: hours, pricing, services, frequently asked questions, policies, and more. The more information you provide, the better it can answer your customers’ questions.

A widget is a visual component on your Dashboard that displays a specific metric or piece of data, such as the number of calls received, the success rate, or upcoming reservations. You can customize which widgets to display and where to place them.

A conversation flow is a guide you define so that Aura follows a specific order when speaking with customers. For example: first greet them, then ask what they need, then offer options, and finally confirm. Each step in the flow has instructions and conditions for moving to the next one.

When a customer messages you on WhatsApp, a 24-hour window opens during which you can reply freely. If more than 24 hours pass without the customer writing, you can only contact them using an approved template. This is a WhatsApp rule, not an Aura rule.

The owner is the person who created the agent. They have full control: they can modify any setting, manage billing, invite or remove members, and delete the agent.

A member is a person who has been invited to collaborate on an agent. They can use the agent (view data, manage reservations, reply to messages), but they cannot modify advanced settings or billing. Permissions depend on the role assigned.

These modes refer to how availability is managed for reservations. In basic mode, the agent has a single general availability schedule. In advanced mode, availability is managed through individual resources and services, which provides greater flexibility for businesses with multiple professionals or rooms.