Appendix A — Glossary
Terms used in this manual, alphabetised.
| Term | Definition |
|---|---|
| Action | A tool the agent can call during a conversation — display a form, render a card, embed a Cal.com widget. Auto-instantiated by skill configuration; there's no standalone Actions UI in the current product. |
| Activity | A first-class event on a prospect record: chat session, meeting booking, contact form submission, profile change, integration sync. Visible on the Prospects screen's History tab. |
| Agent | The AI chatbot. Configured with a profile (persona, profession, response length, goal), a greeting, a set of skills, and routing rules. One team can have multiple agents. |
| Agent type | A template that determines an agent's default skill set and prompts. The only generally-available agent type today is sAIlsbot; others are placeholders. |
| Attribute | A structured property extracted from product-shaped content (e.g. waterproof_rating, plan_tier). Used by the Product Finder skill. Not relevant for services-led tenants. |
| Book Meeting skill | The skill that surfaces an inline Cal.com booking widget in the chat. Configured per agent with a Cal.com event URL. |
| Cal.com | The booking provider the platform integrates with for Book Meeting. The widget loads as an iframe pointed at a Cal.com event URL. |
| Channel | A deployment target type. Currently Chat widget is the only available channel. |
| Chunk | A self-contained passage of ingested content with its own vector embedding, used for retrieval. The chunker is AI-driven and tries to preserve semantic coherence. |
| Consent prompt | The widget's GDPR-aware "Remember me / No thanks" dialog. Fires after personal data is shared (booking, contact form) or after four messages. |
| Contact Request skill | The skill that displays an inline contact form and submits captured details to the prospect record. |
| Content | Ingested knowledge — scraped URLs or uploaded documents. Each piece of content moves through parse → classify → chunk → attribute extract → embed before being usable by the agent. |
| Conversation Quality | A 1–5 score from the summariser estimating how well the agent handled a session. Averaged across sessions on the Analytics screen. |
| Custom memory type | A memory type you defined yourself (rather than one of the platform's seeded built-ins). Lives in the Custom tab of the Memory screen. |
| Deployment | A configured instance of an agent on a channel. Has its own theme, content copy, allowed domains, and embed snippet. One agent can have multiple deployments. |
| Deployment key | A unique UUID that identifies a deployment. Used in the widget loader URL. |
| Discourage rule | A routing rule that steers the agent away from a target skill when criteria match. Stateless; all matching discourage rules fire on every turn. Can optionally provide a Suggest instead alternative. |
| Embed snippet | The single-line <script> tag you paste into a website to install the widget. Bound to a specific deployment via the deployment key. |
| Firecrawl | The third-party web-scraping service used to map and scrape URLs during the Import URLs flow. |
| Greeting | The first message the agent sends, plus the suggested-question chips and chat-input hint that appear with it. Configurable per agent and overridable per deployment. |
| Informational skill | The skill that answers questions about the company, services, policies, etc. using the knowledge base. Includes an FAQ priority fast-path for high-similarity FAQ chunks. |
| Insights | The right-hand panel in the playground that fills in after a session ends — summary, sentiment, outcome, resolution, quality, content analysis. Mirrors what the summariser computes for every session. |
| Integration | A connected third-party service (HubSpot today). Authenticated via OAuth 2.0; managed from the team's Integrations screen. |
| Knowledge base | All the content ingested into a team — the corpus the agent retrieves from during conversations. |
| Lead Score | A 0–100 score the platform computes from a prospect's memories, profile matches, and activities. Higher = warmer. |
| Manage data | The visitor-facing panel for reviewing and erasing personal data, reachable from the widget's menu icon. The platform-side equivalent of a GDPR data-subject access request. |
| Memory | A specific value the agent captured about a prospect (e.g. Company Name = Breezee). |
| Memory type | The schema for a kind of memory the agent can capture (e.g. Company Name, Current Challenge). Configured per team in the Memory screen. Either built-in or custom. |
| MQL | Marketing Qualified Lead. A built-in prospect profile name; the criteria that define it are tenant-configurable. |
| Organisation | The top-level tenant. Everything in the platform belongs to an organisation. |
| Playground | The in-dashboard test environment for trying conversations against your agent. Same chat pipeline as the production widget. |
| Profile | See Prospect profile. |
| Prompt materialisation | The server-side process of filling prompt templates with team / agent / deployment values, run automatically when configuration changes. |
| Prospect | A visitor who has interacted with the chat widget. Each prospect carries the captured memories, the conversation history, and any contact information they shared. |
| Prospect profile | A named pattern of memory criteria that classifies a prospect — MQL, Hot Lead, Tire Kicker, etc. Profiles are consumed by routing rules. |
| Qualify Prospect skill | The skill that actively captures the structured memories that drive qualification. Configured with a per-field mode (Always ask, Ask when natural, Infer silently). |
| Reciprocal Rank Fusion (RRF) | The scoring technique the retrieval engine uses to combine vector similarity, title match, and content text match into a single ranked result list. |
| Remember me | The visitor's affirmative answer to the consent prompt. Once accepted, in-session memories persist to the prospect record on session end. |
| Resolution Rate | The percentage of sessions the platform classified as Resolved — i.e. ones where the visitor reached a meaningful outcome. |
| Retrieval policy | One of default, product_specific, or informational. Determines how the search engine weights vector / title / content scoring and whether the FAQ fast-path applies. |
| Routing engine | The deterministic, non-LLM component that evaluates routing rules against the current session's slot state every turn and injects directives into the responder prompt. |
| Routing rule | A user-configured Suggest or Discourage rule that steers the agent toward or away from a target skill when prospect-profile criteria match. |
| Session | A single chat conversation. Created when a visitor opens the widget or starts a playground session; closed by End session or a long idle period. |
| Session actions menu | The three-dot menu in the playground that holds Manage data and End session. |
| Skill | A modular AI capability you attach to an agent. Out of the box: greeting, informational, product_finder, advisory, book_meeting, contact_request, order_form, qualify_prospect, plus a few defensive ones. |
| Slot extractor | The LLM call that pulls structured values (memories) out of the visitor's message on every turn. Runs in parallel with intent and tool planning. |
| Suggest rule | A routing rule that steers the agent toward a target skill when criteria match. Has a per-session lifecycle (pending → fired → resolved). First match wins among suggest rules. |
| Summariser | The background LLM call that runs after each chat turn and at session end. Updates the running session summary and (at end) produces the full Insights output. |
| Team | A workspace inside an organisation. Holds agents, content, prospects, and deployments. The URL paths call this concept projects; the UI calls it team. |
| Tool planner | The LLM call that decides per-turn whether to search the knowledge base and which retrieval policy to use. |
| Unstructured.io | The third-party document-parsing service used to extract text from uploaded PDFs, Word docs, and similar non-Markdown formats. |
| Widget | The embeddable chat interface that visitors interact with on your website. Renders as an iframe inside a launcher button. |