> For the complete documentation index, see [llms.txt](https://answeringservicecare.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://answeringservicecare.com/docs/platform-basics/core-concepts.md). # Core concepts Common ASC terms and concepts used across the client portal. These terms appear throughout the ASC client documentation. Understanding them early makes the rest of the platform easier to navigate. ### Account Your account represents the business, location, or phone line ASC supports. Some customers have one account. Others manage several locations, brands, or lines. ### Users Users are the people from your team who can sign in to the ASC Client Portal. This often includes owners, office managers, dispatchers, intake coordinators, and operations leads. ### Script A script defines how ASC answers your calls and what information ASC collects. Scripts often include greetings, caller questions, response choices, and special instructions. ### Message A message is the record ASC creates after handling a call or interaction for your business. Messages can include the caller’s name, phone number, company, message content, and related activity. ### Delivery method A delivery method is how ASC notifies someone on your team. Common delivery methods include call, SMS, email, and fax. ### Contact A contact is a person or destination that can receive messages or escalations. Contacts are used in the Oncall Calendar and can have one or more delivery methods. ### Oncall Calendar The Oncall Calendar controls who should be reached, when they should be reached, and how escalation should work. This is especially important for after-hours coverage, emergency dispatch, and rotating schedules. ### Escalation level An escalation level is a step in the order ASC follows when trying to reach someone. If one contact does not respond, ASC can wait, repeat, and move to the next step. ### Acknowledged message An acknowledged message is a message your team has reviewed or marked as handled. This helps separate new work from completed follow-up. ### Reports and usage Reports and usage views help your business review message history, volume, and activity trends. These are useful for staffing, service review, billing review, and operational visibility. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://answeringservicecare.com/docs/platform-basics/core-concepts.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.