Core concepts

Organization

An Organization owns members, Assistants, Help Desks, provider connections, API keys, Skills, and operational data.

An Assistant is a configured conversational agent. It has identity, Knowledge, Flows, tools, a model, appearance, and publication state.

A Source is original website, file, text, or FAQ content. Ingestion turns a Source into Documents, the searchable units behind a grounded answer.

Sources belong to the Organization. A Knowledge Collection is the Organization container that stores them.

A link connects one Source to one Assistant. An Assistant searches a Source only through a link.

The link also carries Direct access, which decides whether the Assistant can give a Visitor the original file.

A Flow is an ordered routing rule. It contains one trigger, available conditions, and ordered response actions.

The locked Default behavior Flow remains last. It handles an eligible message when no earlier Flow wins.

A Publication is an immutable Assistant snapshot. The widget uses the active Publication, not the current administrator draft.

A Conversation stores Visitor and Assistant messages, reply parts, citations, runtime traces, and session metadata.

A Help Desk defines one or more contact channels. An Assistant can suggest a relevant Help Desk during escalation.

An Improvement is a review item for an answer-quality problem. It can link to the exact Conversation message.

A Goal runs a scheduled answer check. A failed Goal creates an Alert for an administrator.