Concepts
Our platform centralizes all customer conversations from multiple messaging channels, allowing AI assistants and live agents to respond efficiently. This page explains the core concepts and terms used throughout the platform.
Key Concepts
Channel
Any messaging source connected to the platform.
Examples: WhatsApp, Telegram, Instagram, web chat.
Conversation
A single interaction with a customer. Can contain multiple messages, attachments, and actions. Maintains context so AI and live agents can respond correctly. A conversation can be assigned in the beginning to an AI assistant or a live agent. It can be reassigned to another live agent at any time.
Message
The atomic unit of communication within a conversation. Can be text, media, or structured templates.
AI Assistant
Automated agent that can respond using RAG (retrieval-augmented generation) from your knowledge base. Can answer FAQs, provide information, or perform automated actions.
Live Agent
Human team member who can take over conversations when needed. Can collaborate with AI agents for seamless support.
Knowledge Base
Repository of information that the AI can query to answer questions. Usually made of docs, FAQs, or guides.
Inbox
Unified interface where all conversations from all channels are managed. Agents can reply, escalate, or assign conversations.
Contact / Customer Profile
A record of the person or organization communicating through your platform. Contains history, tags, and preferences.
Tags
Labels used to organize and filter your data.
There are two types of tags:
- Client tags: Applied to the customer profile (for example: VIP, Enterprise, Arabic Speaker).
Use these for long-term customer classification. - Conversation tags: Applied to a specific conversation (for example: Billing Issue, Refund Request, Follow-up).
Use these for case/topic tracking on a single interaction.
Why Concepts Matter
Understanding these concepts will help you make the most of the platform, set up automation correctly, and integrate your channels efficiently.