Core concepts

Ciele uses a small set of terms consistently across the whole product. Learning them once makes every other page easier to follow.

Organization

An Organization is your workspace. It owns your assistants, your members, your help desks, and your data. Everything you create belongs to one organization, and data stays isolated between organizations.

Member and Role

A Member is a person who belongs to your organization. Each member has a Role that controls what they can see and change. Roles range from full control to view only access. See Members and roles.

Assistant

An Assistant is a single AI chat experience: a widget that visitors talk to. An organization can have many assistants, each with its own name, knowledge, rules, and appearance. You configure an assistant in its editor, which has a live preview on the right.

Visitor and Conversation

A Visitor is anyone who talks to a published assistant. A Conversation is the full exchange between a visitor and an assistant, including every message, the sources cited, and any escalation. Conversations appear in the Inbox.

Knowledge and Source

Knowledge is everything an assistant can draw on to answer: websites, files, and FAQs. When the assistant uses a piece of knowledge in an answer, it can cite the Source, so the visitor sees where the information came from.

Flow and Default behavior

A Flow is a rule. It has a description of the kind of message it handles, optional conditions, and a set of actions to run. Flows are ordered, and the first one that matches wins. The Default behavior is the built in rule at the very end that handles any message no flow matched.

Flow action

A Flow action is one step the assistant runs when a flow matches. Examples include sending a fixed message, searching your knowledge, showing buttons, or escalating. See Flow actions.

Help Desk

A Help Desk is an escalation destination that belongs to your organization. It groups one or more channels, such as email or live chat, that a visitor can use to reach your team. Assistants choose which help desks they offer. See Help Desks.

Widget

The Widget is the assistant as your visitors see it: the launch button and the chat window on your site. You control its colors and position, and you publish it with an embed snippet.

Improvement

An Improvement is a tracked item for making answers better. It can be created automatically when an answer falls short or a visitor escalates, or manually when someone flags an answer. Improvements move through a simple board from open to done. See Improvements.