Help / Troubleshooting / Glossary
The words Scarlett uses
A quick reference for the terms you'll meet across these guides.
| Term | What it means |
|---|---|
| Divert | Your phone network forwarding your calls to your Scarlett number. You set this on your own phone or with your provider, not in the app. |
| Business number | The number your customers already ring. It stays yours; the divert passes its calls on to Scarlett. |
| Your Scarlett number | The UK number your calls forward to. Every account gets its own, set up when you sign up, so any call that arrives on it is yours. |
| Tags | Coloured labels on a customer — some Scarlett adds from what was said, some you add. "Replied to", "Called back" and "No action needed" say what's been done; the Inbox's To deal with folder is everyone still waiting. |
| Scenario | A rule: "if the call looks like X, do Y." |
| Call forwarding / department | An internal number Scarlett can put a live caller through to, with a description of when to use it. |
| Answering hours | The times you've set in When Scarlett answers. Outside them your phone rings first, and Scarlett picks up if you don't. |
| Unattributed call | A call Scarlett couldn't match to an account — usually one diverted to the old shared Scarlett line instead of your own number. She answers as a general answering service and takes a message. |
| Readiness | How much of Train Scarlett you've completed — calls reaching Scarlett, your business and hours, services, scenarios, your logo and your calendar. |
| Quote | A priced estimate you send a customer to accept or decline. Accepting isn't a payment. |
| Invoice | A bill you send once the work's done, tracked from Sent through to Paid. |
| Issued / frozen | Once a quote or invoice is sent, its contents are locked so what the customer sees can't change underneath them. To alter it you withdraw the quote or void the invoice and raise a new one. |
| Void | Cancelling a sent invoice. A sent invoice is never deleted — you void it and raise a replacement. |
| Branding | Your logo, colour, slogan and email signature — the look on every quote, invoice and email Scarlett sends. |
| Greeting | The opening line Scarlett says when she answers, in your own words. The closing question, "How may I help you today?", is always added for you. |
| Business profile | What Scarlett learned about you from your website — services, areas and hours — that you review and confirm in Train Scarlett. |
| Organisation (Xero) | The set of books in Xero that Scarlett writes to. Nothing is exported until you pick one. |
What's next
- What Scarlett is and how she works — the two-minute overview.
- Read and act on your calls — calls and tags in your Inbox.
Still stuck? Email hello@getscarlett.ai with your business name and, if it’s about a call, roughly when it came in.