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 Scarlett's line. You set this on your own phone or with your provider, not in the app. |
| Diverting number | Your business number — the one the customer actually dialled. It's how Scarlett knows which business a call is for. |
| The Scarlett line | The number your calls forward to. Shared across customers; your diverting number is what identifies you (unless you have your own line). |
| Intent | What a call was about — new enquiry, quote, booking, urgent, complaint or marketing. Scarlett assigns one per call. |
| Status | What happened to a call — Booked, Callback due, Transferred, Unactioned or Declined. |
| Scenario | A rule: "if the call looks like X, do Y." |
| Call route / department | An internal number Scarlett can transfer a live caller to. |
| Unattributed call | A call Scarlett couldn't match to your account — usually because the carrier stripped the diverting number. She answers as a generic answering service and takes a message. |
| Readiness | How much of Train Scarlett you've completed — services, documents, scenarios and a number. |
| 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 or void it and raise a new one. |
| Void | Cancelling an issued invoice. You never delete a financial document — 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 recording notice and closing question are always added for you. |
| Business profile | What Scarlett learned about you from your website — services, areas and hours — that you review and confirm. |
| 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 — intents and statuses in action.
Still stuck? Email hello@getscarlett.ai with your business name and, if it’s about a call, roughly when it came in.