Glossary
A guide to the terminology of Proto.
Actions
The configurable actions an AI agent can perform when triggered by a person’s voice or text input.
The AI-powered chatbots serving as the first line of support in conversations, which can hand off chats to live agents as directed.
AICX
Stands for Artificial Intelligence Customer Experience, where AI provides foundational support to your audience, with human intervention applied as needed.
The popular messaging apps and services that AI and live agents use to converse with people, like WhatsApp, Telegram, and Webchat (an embeddable popup for websites).
Conversations
A catch-all term for all discussions with your audience through Proto AICX, embodying chats (over messaging channels) and tickets (over email).
Interactions
Each text message, voice message, or email sent to or from a person in a conversation. Interactions are a consumable resource tied to subscription plans.
Live Agent
Refers to users in your workspace who have the View/Manage livechats assigned to them permissions. This allows them to function as live support agents/representatives in customer chats.
Livechats
A chat between a person in a messaging channel and a live (human) agent in Proto AICX. Livechats begin after an an initial AI chat gets transferred a live agent.
People/Person
Blanket terms for your target audience (customers, employees, citizens, etc.) who interact with AI or live agents in messaging channels.
Proto AICX
The official name of the Proto platform.
A group of live agents that are assigned certain types of conversations, e.g. by language or region.
Used to establish unique settings or groups of users for a workspace's internal units like brands, departments, or subsidiaries.
Represents an organisation's profile in Yola, where top-level settings like users and billing are managed.
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