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 Workspace.

Channels

Channels are where conversations happen. The website widget, the hosted chat page, and Shopify are available today. Messaging channels — WhatsApp, Instagram, Facebook Messenger, Telegram, Slack, Discord, and email — are rolling out; each appears under Channels in your dashboard as soon as it's available for your workspace. 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, personality, and instructions, and you enable or disable it per channel — some teams run AI-first on the widget but human-only on email, for example. 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 Base Articles — every page, 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 human agents send are free. Every plan includes a monthly credit allowance; the full matrix is in Plans and limits. See 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 /help/your-slug. Customers browse it directly, and the agent links to its articles in answers. The help center is rolling out and may not be enabled for your workspace yet. See Help center.