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Glossary

A few terms used across the product.

Knowledge source: what it means for an AI chatbot

A knowledge source is a document, web page, product list or policy your AI assistant reads to answer customers. The types of source and how to keep them fresh.

Channel: what it means and which channels AI Chatbot supports

A channel is where your AI assistant talks to customers: website chat, Messenger, Zalo OA, Telegram. What each channel covers and what it leaves out.

Chatbot handoff: passing a chat from AI to a person

Chatbot handoff is when an AI assistant admits it is unsure and passes the chat to a person. See when it happens, what customers see and how to hand back.

Client message ID (clientMessageId): retry the chat API safely

A client message ID is an identifier you create for each message sent to the public chat API, so a retry after a network failure is not processed twice.