Glossary

AI agent: The settings that control how the bot writes replies: name, role, company, formality, emojis and reply length. See AI agent.

Analytics: The section with charts and totals about bot conversations. See Analytics.

Answer: A reply the bot can give, with the example questions that lead to it. See Answers.

Block: A reusable template for conversation parts. It appears in the main menu once your bot has templates. See Blocks.

Bot: One assistant with its own answers, language and channels. It is either a chat bot or an email bot.

Channel: A place where customers talk to the bot, such as webchat, WhatsApp, Messenger, Telegram or email. See Channels overview.

Chat Themes: The settings page where you design the look and texts of the webchat. See Themes.

Deploy chat: The button in the bot settings that publishes the current theme and bot to the webchat.

Event: Defines how the bot reacts to a customer action rather than to a question. See Events.

History: The list of past conversations. See History.

Integration: A link to an outside service such as a help desk. See Integrations.

Knowledge base: Content the bot searches to answer questions. Its data source is a web page, a file or an XML feed. See Knowledge bases.

Market: A language and region setup for a bot. See Markets.

Organization: Your account, which holds all bots and settings.

Source: One data source inside a knowledge base. A knowledge base can have several.

Tool: A call to your own system that the bot can make during a conversation. See Tools.

Try now: The button that opens your bot for a test conversation. For email bots it opens a test dialog.

Variable: A named value that you reuse in answers. See Variables.

Webchat: The chat window on your website. See Webchat.