> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> Keloa vocabulary in one place.

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](/agents/overview).

**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](/settings/assignment-rules).

**Audit log** — Append-only record of admin actions. See [Security](/settings/security).

**Channel** — A connection to a place customers message you (webchat, email, WhatsApp, Instagram, Messenger, Shopify). See [Channels](/channels/overview).

**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](/billing/usage-and-credits).

**CSAT** — Customer satisfaction survey (👍 / 😐 / 👎) sent after resolution. Configured on a flow's Resolve node.

**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](/flows/overview).

**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](/inbox/overview).

**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](/knowledge/overview).

**Macro** — A saved reply. Inserted in the composer with `/`. See [Macros](/inbox/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](/knowledge/qa-pairs).

**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](/agents/system-prompt).

**Tag** — A free-form label on a conversation or contact. Drives filtering and analytics.

**Tool** — Something the AI can do beyond replying — order lookup, handoff, set a field. See [Tools](/settings/tools).

**Trigger** — The starting event of a flow. See [Triggers](/flows/triggers).

**Widget** — Your embeddable web chat. One script tag. See [Website widget](/channels/web-widget).

**Workspace** — Your company's space in Keloa — one per business. Scopes every contact, conversation, agent and flow.