SuperLedger glossary
Plain-English definitions of the terms, badges, and statuses you'll see in SuperLedger. This is a living hub — every article links here on first mention of a term. (Seeded during Phase 2 with the Getting Started terms; more are added as each category is written.)
Organization Your agency or company account in SuperLedger. It holds your team, your GoHighLevel connection, your locations, and all your data. Where you'll see it: set during first-run setup; shown in Settings. Related: Role, Location
Location A GoHighLevel sub-account synced into SuperLedger — usually one client or one business site. Most settings and reports can be filtered by location. Where you'll see it: Locations, Integrations, and as a filter across the app. Related: Excluded location, Inactive location, Monitoring
Agent An AI agent imported from GoHighLevel — either a Voice AI agent (answers phone calls) or a Conversation AI / Chat AI agent (handles SMS, web chat, and other messages). SuperLedger keeps a synced snapshot of each agent's prompt and actions. Where you'll see it: Agents, Locations, call and chat detail. Related: Location
Voice AI A GoHighLevel agent that answers and handles phone calls. Voice AI activity shows up in your call logs. Where you'll see it: Integrations (Sync Status), Agents, Monitoring. Related: Chat AI, Agent
Chat AI (Conversation AI) A GoHighLevel agent that handles text conversations — SMS, web chat, email, and social messages. Its activity shows up in your chat logs. Where you'll see it: Integrations (Sync Status), Agents, Monitoring → Chat Logs. Related: Voice AI, Agent
Backfill window How far back SuperLedger pulls your call and chat history when it syncs — Last 7, 14, or 30 days. Set it in the Sync Status dialog on the Integrations page. Where you'll see it: Integrations → Sync Status. Related: How do I sync my locations and agents?
Excluded location A location hidden from all reports — call logs, gap analysis, alerts, and dashboards. Use this for test or demo accounts so they don't skew your numbers. The location still exists and can be included again at any time. Where you'll see it: Integrations (Exclude/Include), an "Excluded" badge on the location. Related: Inactive location, Monitoring
Inactive location A location that has been deactivated, so SuperLedger no longer ingests new calls or chats for it. Existing data is kept. This is separate from excluding (which hides a location from reports). Where you'll see it: Integrations (Activate/Deactivate), an "Inactive — not ingesting" badge. Related: Excluded location
Monitoring (On / Muted) Whether SuperLedger runs AI analysis, gap detection, and alerts for a location. On runs everything; Muted pauses AI processing, alerts, and AI spend — but calls and chats are still ingested and stored. Muting is different from excluding or deactivating a location. Where you'll see it: the Monitoring pill on Locations; the Monitoring tab on a location. Related: Excluded location, Inactive location
Role (Owner / Admin / Member / Viewer) What a team member can do. Owner owns the organization. Admin can manage team members and settings. Member can view and analyze call data. Viewer has read-only access to results. Where you'll see it: Settings → Team, on each member's row. Related: Organization
Alert A notice that something needs attention — a spam surge, a quiet location, a volume drop, or a critical transferred call. SuperLedger checks for alerts every 15 minutes and most resolve on their own when the issue clears. Where you'll see it: the Alerts page (Active Alerts / History). Related: False positive, Flagged caller
False positive (alert) Marking an alert as wrong. It silences that exact alert for 30 days for everyone in your organization. Use it only when the alert shouldn't have fired — not when it was real and you fixed it. Where you'll see it: alert actions on the Alerts page. Related: Alert
High Frequency Caller A rule (and alert) for the same number calling repeatedly in a short window — by default 10+ calls within 60 minutes. It raises a warning and adds the number to your watchlist; high volume alone never blocks. Where you'll see it: Alerts, Flagged Callers. Related: Spam surge, Flagged caller
Spam surge A wave of high-frequency callers hitting your locations at once. SuperLedger groups it into a single alert so a coordinated attack reads as one event. Where you'll see it: Alerts. Related: High Frequency Caller, Auto-DND
Spam / robocall An automated or junk inbound call with no real customer behind it — lead-notification bots, scam "your Google listing" calls, and similar. The AI tags these and excludes them from your metrics. Where you'll see it: call logs (shield icon), call detail banners. Related: Ghost ping, Google Business Call (Duplex)
Ghost ping A zero-duration robotic "ping" call that never becomes a real conversation. Counted as spam and excluded from metrics. Where you'll see it: call logs (filtered/spam indicator). Related: Spam / robocall
Google Business Call (Duplex) Google's automated assistant calling on behalf of a real customer and relaying the answer back to them. SuperLedger counts these as real calls and never auto-blocks them. Where you'll see it: call detail banner. Related: Spam / robocall
Flagged caller A number on your watchlist. Flagging is watch-only — it doesn't silence the caller. Numbers land here automatically (high frequency) or when you add them. Where you'll see it: Alerts → Flagged Callers. Related: Blocked caller
Blocked caller (DND) A number with inbound Do-Not-Disturb enabled in your CRM, so its calls and SMS are silenced before they reach your AI agent. Every block is logged and reversible. Where you'll see it: Settings → Blocked Callers; "DND Active" badges. Related: Auto-DND, Flagged caller
Auto-DND Automatically blocking (enabling inbound DND on) a caller the AI has confirmed as spam, so you stop paying per-minute voice fees on junk calls. Turned on per rule; high frequency alone never auto-blocks. Where you'll see it: the "Auto-block confirmed spam (DND in CRM)" rule toggle. Related: Blocked caller, Spam / robocall
AI Score (CSAT) A 1–5 quality score for a call, computed from the caller's intent, the transfer type, and how well the AI handled the call. Green is 4+, amber is 3–4, red is under 3. Where you'll see it: call logs (AI Score column), call detail. Related: Engaged, AI Resolved
Engaged A call where there was a real conversation — the caller didn't hang up immediately. Engaged calls are the basis for the AI Resolution Rate. Where you'll see it: reporting; behind several metrics. Related: AI Resolved
AI Resolved A call the AI fully handled to a resolution without sending it to a person. Where you'll see it: call logs, dashboards. Related: Engaged, Transfer
Pickup status What happened after a call was transferred to a person: Picked Up / Answered, Not Picked Up / Missed, Voicemail, Needs review (couldn't tell), or AI handled (no human handoff recorded). You can correct it manually. Where you'll see it: call logs (PICKUP), call detail. Related: Transfer, Transfer Pickup Rate
Transfer (AI vs. Human) A call handed off from the AI. A Human Transfer went to a person; an AI Transfer passed between AI agents. A transfer badge only appears when a real handoff event was recorded. Where you'll see it: call logs (TRANSFER), call detail. Related: Transfer types, Pickup status
Transfer types (T0–T3) How a call was escalated: T0 no transfer (AI handled it), T1 the caller asked for a human, T2 the topic required a human (e.g. billing, legal), T3 the AI decided to escalate. Where you'll see it: behind transfer metrics and the AI Score. Related: Transfer
Frustration Detected A signal that the caller became frustrated, captured via your configured frustration-transfer action. Shown as a red triangle on the caller. Where you'll see it: call logs, call detail. Related: Transfer
Repeat caller (×N) A badge showing the same number called more than once in the selected date range. Helps you separate genuine repeat customers from spam. Where you'll see it: call logs (caller column). Related: Flagged caller
Web lead A system-generated lead-notification event (e.g. a form submission relayed to the agent), not a real customer conversation. Shown as "Web Lead Delivered". Where you'll see it: call detail, call-type filter. Related: IVR call
IVR call An automated phone-menu / system call rather than a customer conversation. Excluded from your metrics. Where you'll see it: call detail banner, call-type filter. Related: Web lead, Spam / robocall
Human grade (A–F) A letter grade (with a score out of 10) for how a person handled a call after it was transferred, with sub-scores for professionalism, helpfulness, accuracy, communication, and resolution. Where you'll see it: the Human Call Analysis card on a transferred call. Related: Critical flag, Transfer
Critical flag / escalation A serious issue detected on a transferred call — legal threat, injury/safety, property damage, extreme hostility, misinformation, unresolved complaint, or cancellation threat — that triggers a "Manager Escalation Required" banner. Where you'll see it: the Human Call Analysis card. Related: Human grade
Gap A moment where the AI didn't meet a caller's expectation — a question it couldn't answer, a rule it broke, or an outcome it missed — with an attributable cause and a recommended fix. Where you'll see it: Gap Analysis, call/chat detail, the GAPS column in call logs. Related: Gap type, Gap severity, Recommended fix
Gap type The kind of gap: Knowledge (didn't know), Instruction (broke a rule), Execution, Communication, Expectation, or Policy. Where you'll see it: Gap Analysis table and drawer. Related: Gap, Root cause
Gap severity How serious a gap is: critical, high, medium, or low. Where you'll see it: Gap Analysis. Related: Gap
Root cause Why a gap happened — for example Prompt logic, Missing knowledge, Policy restriction, Tool / timing, or Verbosity / tone. Where you'll see it: Gap Analysis drawer. Related: Gap type, Recommended fix
Recommended fix A paste-ready change for your agent's prompt or knowledge base that closes a gap. Recurring patterns include a "Replacement text (paste-ready)" block you can copy directly. Where you'll see it: Gap Analysis (Recurring patterns and the gap drawer). Related: Recurring pattern, Gap
Recurring pattern The same gap seen 3 or more times, grouped so you can fix it once and close the whole cluster. Where you'll see it: the top of Gap Analysis. Related: Gap, Recommended fix
Client portal A branded, white-labeled view you give a client to see their own call and chat data. Clients never see SuperLedger, your CRM, or your agent prompts. Where you'll see it: the Portals page (you set it up); your client logs in to it. Related: White-label, Containment
White-label Showing your agency's brand — logo, colors, domain, and email sender — everywhere a client looks, with no trace of the underlying platform or CRM. Where you'll see it: Portals → Branding. Related: Client portal
Containment The share of customer calls the AI handled without passing the caller to a human. Shown on the Portfolio view and client dashboards as "Without Human" / "Handled Solo." Where you'll see it: Portfolio, client portal dashboard. Related: AI Resolved, Transfer, containment calculation
Plan credits The credits included with your subscription. They reset at the start of each billing period. SuperLedger uses these first. Where you'll see it: Settings → Credits & Billing. Related: Top-up credits
Top-up credits Credits you buy in a pack. They never expire and aren't reset on your billing date. SuperLedger uses them after your plan credits are gone. Where you'll see it: Settings → Credits & Billing. Related: Plan credits
Founding Member A status for one of SuperLedger's first 25 customers, which locks in a founding plan rate for as long as you stay subscribed. Where you'll see it: a badge at the top of Settings. Related: Plan credits
Two-factor authentication (2FA) An extra sign-in step that requires a 6-digit code from an authenticator app, so a stolen password alone can't get into your account. SuperLedger doesn't issue backup codes. Where you'll see it: Settings → Account & Security. Related: Role
ROI assumptions The business values behind the Estimated value figure — your hourly labor cost, average ticket value, lost-call rate, and wrap-up minutes. Blank fields use SuperLedger's standard assumptions. Where you'll see it: Settings (ROI & Actions in a client portal). Related: Containment