Action
Something the agent can do beyond answering, such as capturing a lead, booking a meeting, calling your API or opening a helpdesk ticket. Set on the agent’s Actions section. Transferring a call and bringing a person into a chat are set on Handoff. 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 agent you build. It answers on website chat, phone, email and WhatsApp, from its own knowledge, instructions and actions. See agent overview.
- A team 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, set on Channels › Website chat › Install. Once set, the widget will not load anywhere else. See allowed domains.API key
A key used by an API call action. You add it while setting up the action, and it is listed under API keys on the agent’s Actions › Connections page. It is stored encrypted and never shown to the agent. See API calls.Browser voice
A voice conversation with your agent in the browser, from the Call tab of Preview, 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, set on the agent’s Handoff section. Outside them, the agent takes a message instead. Phone transfers ignore them. See business hours.Channel
A way customers reach the agent: website chat, phone, email or WhatsApp. Each can be switched on or off per agent, under Channels. 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 off (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 Phone greeting: what the agent says, word for word, when it picks up a phone call or a Preview call. Set on Channels › Phone. Website chat opens with the widget’s own Opening message instead, and email uses neither. See name and greeting.Handoff
Passing a conversation from the agent to a person, set up on the agent’s Handoff section. On the phone this is a live transfer. In chat and email the conversation is flagged, someone on your team replies from the dashboard, and the agent stays quiet until it is handed back. See handoff.Inbox
Where the chats and messages that are waiting on a person are listed, under Needs you, beside the leads and extra fields the agent collected. 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.Opening message
The first message in the chat widget, set on the Widget tab of Channels › Website chat. If it is empty, the chat opens with “Hi! How can I help you today?”. It never uses the phone greeting. See widget appearance.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.Preview
The button at the top of every agent page. It opens a side panel where you chat with the saved agent (Chat) or talk to it in the browser as a caller would (Call). 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 Transfer calls to a person on the agent’s Handoff section. See transfer calls to a person.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 launcher and chat panel thatwidget.js adds to your site. Its settings are on Channels › Website chat, and its snippet on Channels › Website chat › Install. 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.