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Short definitions for the terms you’ll see across the product and docs. Agent (AI) — The personality and brain answering automatically. Has a name, greeting, system prompt, knowledge and tools. See AI agents. Assignee — The teammate who owns a conversation. Set manually, by rule, or by flow. Assignment rule — Top-down rules that pick an assignee for new conversations. See Assignment rules. Audit log — Append-only record of admin actions. See Security. BotFather — Telegram’s official tool for creating bots and getting their token. See Telegram. Channel — A connection to a place customers message you (webchat, email, WhatsApp, Instagram, Messenger, Telegram, Slack). Shopify storefront chat is on the roadmap. See Channels. Contact — A person who has messaged you. Auto-merged across channels by email where possible. Conversation — A thread with one contact on one channel. Has a status, tags, assignee and messages. Credit — A unit of AI usage. Roughly one round-trip with the model. See Usage & credits. CSAT — Customer satisfaction survey with five faces, sent after a conversation is solved. Turned on per channel in Settings → Customer satisfaction. See CSAT. Deflection rate — % of conversations resolved end-to-end by the AI, no human touch. Flow — A visual automation with Trigger → Conditions → Messages / Actions / Handoff / Resolve. See Flows. Handoff — The moment an AI conversation is reassigned to a human. Happens via a Handoff node, or automatically when a teammate replies. Inbox — The shared view of every conversation across all channels. See Inbox. Intent — AI-classified topic of an inbound message (refund, shipping, pre-sales, etc.). Usable in flow conditions and analytics. Knowledge — What your AI is allowed to answer from. Four source types: website crawl, file, text snippet, Q&A pairs. See Knowledge. Macro — A saved reply. Inserted in the composer with /. See Macros. Member — A teammate in your workspace. Has a role (Admin, Agent, Viewer) and optional specialties. Q&A pair — A single canonical question and answer in your knowledge base. The highest-precision format. See Q&A pairs. Reply window — The time a messaging app lets a business reply after the contact’s last message: 24 hours on WhatsApp (72 hours after a click-to-WhatsApp ad), Messenger and Instagram. Telegram, Slack, email and web chat have none. See Channels. Resolve — To close a conversation. Stops the SLA timer. Can trigger CSAT. Sentiment — AI-classified tone of a message (positive / neutral / negative). Usable in flow conditions. Specialty — A tag on a teammate (e.g. returns, dutch). Feeds the assign picker and round-robin assignment rules. System prompt — The master instructions for an AI agent. Voice, scope, rules. See System prompt. Tag — A free-form label on a conversation or contact. Drives filtering and analytics. Telegram bot — The Telegram account your company creates with BotFather. Contacts message it, and Keloa receives the chats. See Telegram. Tool — Something the AI can do beyond replying — order lookup, handoff, set a field. See Tools. Trigger — The starting event of a flow. See Triggers. Widget — Your embeddable web chat. One script tag. See Website widget. Workspace — Your company’s space in Keloa — one per business. Scopes every contact, conversation, agent and flow.