Glossary
You hit a term in the dashboard or this Help Center you don't recognize.
- Agent — your AI support assistant: the thing that chats with shoppers.
- Customer support page — the page where shoppers meet the agent (contact → browse → chat).
- Store facts — the structured facts about your business (hours, shipping, returns, payment) the agent treats as ground truth.
- Instructions — the document the agent reads on every conversation; your policies and behavior in writing.
- Knowledge source — a URL or published Google Doc the agent reads for reference (policy pages, FAQs).
- Topic / sub-topic — browsable subjects on the support page; each can carry its own skill (specialized handling).
- Quick answer — an instant FAQ answer (question → answer) tied to a topic; shown without an AI call.
- Capability — a feature you can toggle on or off for your store (order status, product info, CRM tickets), within what your plan entitles.
- Entitlement — what your plan allows. A feature runs only when it's both entitled by your plan and toggled on.
- Handoff / escalation — when the agent passes a conversation to your team because it can't resolve it.
- CSAT — customer satisfaction: the star rating a shopper can leave.
- CRM Audit — the tool that analyzes your past support tickets to suggest training content.