Core concepts
A quick glossary of the terms you'll meet everywhere in the product and the rest of these docs.
The assistant#
Bot
An AI assistant you configure and deploy. A bot has custom instructions, handoff rules and a set of attached tools. Your plan sets how many bots you can run.
Instructions & handoff rules
Instructions are the bot's system prompt — tone, scope and behavior. Handoff rules describe when it should stop and pass the conversation to a human operator.
Knowledge & tools#
Knowledge base
The articles your bot answers from. Articles are grouped into categories, can target specific channels and languages, and are indexed so the bot can retrieve the right passage for each question.
Integrations & tools
Actions the bot can take beyond answering — calling your API, reading a Google Sheet, looking something up in Notion. You attach tools to a bot and the AI decides when to use them.
Channels & conversations#
Channel
Where customers reach your bot — Telegram, WhatsApp, Instagram or a web widget on your site. One bot can be deployed to several channels at once.
Conversation & session
A conversation is an ongoing chat with one contact. Plans are metered by conversations per month. A session is one continuous stretch of that chat; it ends after a configurable timeout.
Operator & Inbox
An operator is a team member who handles live chats. The Inbox is where operators take over from the bot, reply, and resolve or return conversations to the AI.
Organization & plan#
Organization
Your workspace. It owns your bots, knowledge, contacts and billing. Every member, contact and piece of data belongs to one organization, and you can switch between organizations you belong to.
Member & role
A person on your team. Roles — Owner, Admin, Operator — control what each member can see and do, refined further by per-member permissions.
Plan
FREE, PRO, BUSINESS or ENTERPRISE. Your plan sets the limits: number of bots, conversations per month, knowledge size and team seats.