Glossary

Plain-language definitions for terms used throughout Volume Reach. If you encounter a term in the docs and want a quick explanation, this is the place to start.

A2P (Application-to-Person) — Automated messaging sent from a business application to individual recipients. In the US, all businesses that send SMS through 10-digit phone numbers are required to complete A2P registration with mobile carriers before their messages will be delivered. See A2P Registration.

AI Voice Agent — An AI-powered virtual caller that can hold natural, two-way phone conversations with your contacts. You configure its persona, script, and goals; it handles the conversation autonomously and classifies each call with an outcome. See AI Voice Agents.

Auto-Recharge — A setting that automatically adds funds to your wallet when your balance drops below a threshold you choose. Auto-recharge prevents campaigns from pausing unexpectedly due to a low balance. See Auto-Recharge.

Broadcast — A bulk SMS send delivered to a targeted list of contacts at one time. Broadcasts are one-way messages and are distinct from two-way SMS Agent conversations. See SMS Broadcasts.

Callback — An event where a prospect expresses interest in speaking with a human, either by telling the AI voice agent during a call or by calling back one of your Volume Reach phone numbers. Callbacks appear in your Opportunities pipeline and trigger notifications. See Callback Workflow.

Campaign — A container that organizes your outreach activity toward a shared goal or audience. A campaign can include one or more channels (AI Voice, SMS Blast, Multi-Line Dialer) running in sequence or in parallel. See Campaigns.

Channel — A single marketing action within a campaign — either an AI Voice call run, an SMS Blast, or a Multi-Line Dialer session. Each channel targets a list of contacts and produces its own results. See Campaign Channels.

CNAM (Caller Name) — The business name displayed on a recipient's caller ID screen when you call them. Registering a CNAM helps contacts recognize your business and improves answer rates. See Caller ID.

Connect Rate — The percentage of dial attempts that result in a live conversation with a person. A higher connect rate means more conversations per dollar spent on dial attempts. See Maximizing Connect Rates.

Connected Minute — One minute (or any fraction thereof, rounded up) of live conversation after a contact answers a call. Connected minutes are the primary billing unit for call duration. See Usage Rates.

Contact — A person in your Volume Reach database who may be targeted by a campaign. Contacts store phone numbers, names, and any custom fields you define. They may also be referred to as leads or prospects. See Contacts.

Dial Attempt — Each time Volume Reach places an outbound call to a contact, regardless of whether the contact answers. Dial attempts are billed at the time of placement. See Usage Rates.

DNC (Do Not Call) — A list of phone numbers that must not be contacted for telemarketing purposes, governed by federal and state regulations. Volume Reach maintains a DNC list that you can manage and that is automatically checked before calls and texts are sent. See Do Not Call.

Drip Sequence — A series of automated outreach touches — calls, texts, or both — delivered to a contact on a defined schedule. Drip sequences let you follow up with contacts over time without manual effort. See Drip Sequences.

E.164 — The international standard format for phone numbers: a plus sign followed by the country code and the full number, with no spaces or punctuation (e.g., +15551234567). Volume Reach stores and displays all phone numbers in E.164 format.

ElevenLabs — A premium voice provider available as an optional upgrade for AI Voice Agents, offering a wider selection of high-quality, natural-sounding voices. ElevenLabs voices are available on Growth and Scale plans and carry a higher per-minute cost than standard voices. See Voice Options.

Inbound Call — A call placed by a contact to one of your Volume Reach phone numbers. Inbound calls can be routed to a human, handled by your AI Voice Agent, or forwarded to an external number. See Inbound Calls.

Opportunity — A qualified lead in your sales pipeline, typically created automatically when a call is classified as Interested or a callback is requested. Opportunities appear in the Opportunities view for follow-up tracking. See Opportunities.

Outcome — The result classification assigned to a completed call, indicating what happened during or after the conversation (for example: Interested, Not Interested, Callback Requested, Voicemail, Busy). Outcomes drive pipeline reporting and can trigger automations. See Call Outcomes.

PAYG (Pay-As-You-Go) — A billing model where you pay for exactly what you use — each dial attempt, connected minute, SMS message, or voicemail drop — rather than a flat fee. Volume Reach usage is always PAYG, charged against your prepaid wallet balance. See Usage Rates.

Ringless Voicemail (RVM) — Delivering a pre-recorded voice message directly to a contact's voicemail inbox without their phone ringing. Ringless voicemail is available on the Scale plan only. See Ringless Voicemail.

SMS Agent — An AI that handles two-way text message conversations with contacts automatically, responding in real time based on the instructions and persona you configure. See SMS Agents.

STIR/SHAKEN — A carrier-level framework for authenticating the origin of phone calls to reduce spam and spoofing. Volume Reach phone numbers receive A-level attestation, meaning the carrier has verified that you own the number and are authorized to use it. Higher attestation levels reduce the likelihood that your calls are flagged as spam.

10DLC — Short for "10-Digit Long Code," the standard US phone number format used for business SMS. Carriers require businesses to register their brand and messaging use case before they will deliver messages sent from 10DLC numbers. See A2P Registration.

TCPA (Telephone Consumer Protection Act) — A US federal law that regulates telemarketing calls and text messages, including requirements around prior consent, calling hours, and honoring opt-out requests. Volume Reach provides tools to help you stay compliant, but you are responsible for your own TCPA obligations. See TCPA Overview.

Tier — Your Volume Reach subscription plan level. Available tiers are Free, Launch, Growth, and Scale. Higher tiers unlock additional features, higher usage limits, and lower per-unit rates. See Pricing Plans.

Voicemail Drop — Automatically leaving a pre-recorded audio message when an AI Voice Agent detects that a contact's voicemail greeting has played. The agent hangs up and deposits the message without waiting for the beep. See Voicemail Drop.

Wallet — Your prepaid balance used to pay for all usage charges in real time. You load funds into your wallet manually or through auto-recharge; charges for calls, SMS, voicemail drops, and other activity are deducted as they occur. Your subscription fee is separate and billed directly to your payment method. See Wallet.

Webhook — An automated HTTP notification sent to a URL you specify whenever a specific event occurs in Volume Reach — such as a call completing, an outcome being set, or an SMS being received. Webhooks allow you to integrate Volume Reach with external CRMs, automation tools, or custom systems. See Webhooks.