Action
Something the agent can do beyond answering, such as capturing a lead, booking a meeting, calling your API, transferring a call or asking for a person. Set on the agent’s Actions section. See actions.Activity log
The last 50 changes anyone made to the workspace, with who made each one. It records changes, not views. See settings.Admin
A role that can build and change agents, knowledge, channels and numbers, and work every conversation. It cannot see billing or manage the team. See team and roles.Agent
- The AI assistant you build. It answers on website chat, phone and email, from its own knowledge, persona and actions. See agent overview.
- A teammate role that can read and reply to conversations and work the Inbox, but cannot change how the AI agent works. See team and roles.
Allowance (included usage)
The usage your plan includes each month, counted at list rates. Replies and voice minutes both draw on it, and it resets on the first of the month. See billing.Allowed domains
The sites your widget may run on. Once set, the widget will not load anywhere else. See allowed domains.API credential
A key saved under API keys on the agent’s Actions section and used by an API call action. It is stored encrypted and never shown to the agent. See API calls.Browser voice
A voice conversation with your agent in the browser, used to test it. It is billed like a phone call. See test your agent.Business hours
The times when a chat or email visitor may ask for a person. Outside them, the agent takes a message instead. See business hours.Channel
A way customers reach the agent: website chat, phone or email. Each can be switched on or off per agent. See channels.Contact
One person, and the conversations they have had with your agents. See contacts.Conversation
One exchange between a customer and your agent on one channel, with its full transcript. See conversations.Conversation outcome
How a finished conversation ended: Resolved (the agent answered what they came for), Handed to you (a person took over), Message taken (the agent could not help and took a message), or Abandoned (they left before the agent could help). See analytics.Extra fields
Details you asked the agent to collect during conversations, such as an order number or a preferred time. They are listed in Inbox → Extra fields. See collect data.Greeting
The first thing the agent says, word for word, on every channel. See name and greeting.Handover
Passing a conversation from the agent to a person. On the phone this is a live transfer. In chat and email the conversation is flagged, a teammate replies from the dashboard, and the agent stays quiet until it is handed back. See handover.Inbox
Where the leads and extra fields the agent collected wait for a person. See inbox.Instructions
What the agent is told about your business and how to behave, on every channel. See instructions.Knowledge source
Something the agent answers from: a crawled website, a note you pasted, or an uploaded file. See knowledge.Lead
A name and contact details for a callback, taken by the Capture leads action. Leads appear in Inbox → Leads. See capture leads.Owner
The person who created the workspace. There is one per workspace. Only the owner can manage the team, billing and the spend cap, or close the account. See team and roles.Playground
The agent section where you try the agent live and change how the chat widget looks. See test your agent.Spend cap
A hard monthly limit on what you pay beyond your plan’s included usage. At the cap, the agent stops answering billable conversations. It starts at $50. See spend cap.Transfer
Handing a live phone call to a person by ringing your transfer number. Set up with the Hand calls to you action and the Transfer number on Channels › Phone. See hand calls to you.Usage event
One billable unit, recorded aschat_message, email_message or voice_seconds. These make up your month’s usage and what counts against the spend cap. See spend cap.
Verified visitor
A signed-in user of your site whose identity your server has signed. The agent can then trust who they are. See verified visitors.Widget
The chat bubble and panel thatwidget.js adds to your site. See install the widget.
Widget key
The public key, startingwk_, that ties the widget snippet to one agent. It is visible in your page source, so protect it with allowed domains. See install the widget.