Core concepts

Eight terms come up everywhere in Asks and in these docs. Skim this page once and the rest of the product reads itself.

Workspace

A workspace is one business or brand — its agent, knowledge, channels, conversations, team, and billing all live inside it. You can belong to several workspaces and switch between them from the sidebar; each has its own plan and settings. See Team & roles.

Channels

Channels are where conversations happen. On your website, the chat widget, Spotlight, and the hosted Chat Page share one agent and one look. Shopify, WhatsApp, Instagram, Facebook Messenger, Telegram, Slack, and email are available to every workspace too. Every channel feeds the same inbox and the same agent. See Channels.

Conversations and tickets

A conversation is one thread with one customer on one channel. Conversations have a status — Open or Closed — and can carry a ticket for work your team tracks, with a priority of Low, Normal, High, or Urgent. Tickets keep their own status — Open, In progress, or Closed — separate from the conversation's. A conversation marked Needs human has been escalated past the AI and is waiting for your team. See Inbox and Tickets.

AI agent

The AI agent is the model that answers your customers. You define its name, tone, and instructions, and you turn it on per channel — some teams run AI-first on the website but human-only on email, for example. It can also gather contact details and custom data while it helps. See AI agent.

Knowledge base

The knowledge base is what the agent is grounded in: crawled websites, written articles, and uploaded documents. The agent answers from this content rather than inventing. Capacity is measured in knowledge items — every synced page, uploaded file, or written article counts as one. See Knowledge base.

AI credits and model tiers

Each AI-sent message consumes credits based on the model tier the agent runs on: Essential costs 1 credit per message, Pro costs 4, and Ultra Premium costs 8. Messages your teammates send are free. Paid plans include a monthly credit allowance; the Free plan includes a one-time 50 credits. The full matrix is in Limits & quotas. See Plans & billing.

Escalation and handoff

When the agent can't resolve a conversation — or the customer asks for a person — it escalates: the conversation is flagged Needs human and handed to your team in the inbox, with the context so far. You control when and how this happens. See Escalation and Handoff.

Help center

The help center is a public, self-serve site built from your knowledge-base articles, hosted at app.asks.app/help/your-slug. Customers browse it directly, and the same articles ground the AI agent's answers. The help center is in limited release and is enabled per workspace. See Help center.