Core concepts

Workspace

Your account is a workspace. It holds your agents, your team members and your plan. The account owner manages billing, members and API keys. On the Agency plan each client gets a separate workspace that you manage.

Agent

An agent is one AI assistant with its own knowledge, instructions, channels, inbox and settings. Most businesses need one agent; create more for separate brands, languages or departments (your plan decides how many). Every agent has:

• an ID — used in the dashboard address (/dashboard/agents/ID) and by the REST API. Settings → API keys lists the IDs of all your agents;
• a public key — used by the chat bubble code, the help page and the help center. It's shown under the agent's Settings → General (labelled Agent ID).

Knowledge

What the agent knows comes from data sources (websites, sitemaps, single pages, files, text, Notion, Shopify products) and Q&A pairs. Sources are split into passages; when a customer asks something, the most relevant passages are found and given to the AI. Q&A answers take priority over everything else. After training, the agent writes a business overview it uses for general questions.

Instructions and procedures

Instructions describe the agent's job, tone and hard rules. Procedures are step-by-step playbooks for situations with rules (refunds, exchanges); their required steps, approvals and limits are enforced by the system, not just requested from the AI.

Conversations and channels

A conversation is one chat with one customer on one channel: website chat (WIDGET), WHATSAPP, MESSENGER, INSTAGRAM, TELEGRAM, EMAIL, SLACK, ANYCHAT, API or the PLAYGROUND. Each conversation has a status:

Handoff and helpdesk

A handoff moves a chat from the AI to your team — because the customer asked for a person, was upset, or a rule matched. Departments route chats to the right people. The helpdesk adds internal notes, saved replies, views, triggers, tickets and ratings.

Contacts

A contact is a customer record: email, phone, your own user ID, tags and custom attributes. Contacts come from WhatsApp numbers, signed-in website visitors, leads, CSV imports and the API. See Contacts.

Actions

Actions let the agent do things — look up an order, book a meeting — through integrations, your own API or an MCP server. Each action has safety rules: who may use it, confirmation, team approval and rate limits.

Credits

Each AI reply uses message credits (1 for standard models, more for stronger ones). Replies written by your team are free. Credits reset every 30 days and are shared by all agents in the workspace. See Plans and credits.

Roles