Glossary

A guide to the terminology of Proto.

Actions

The configurable actions an AI assistant can perform when triggered by a person’s voice or text input.

AI Assistants

The AI-powered chatbots serving as the first line of support in conversations, which can hand off chats to live reps as directed.

AICX

Stands for Artificial Intelligence Customer Experience, where AI provides foundational support to your audience, with human intervention applied as needed.

Channels

The popular messaging apps and services that AI assistants and live reps use to converse with people, like WhatsApp, Telegram, and Webchat (an embeddable popup for websites).

Companies

The highest level of organisation in Proto AICX, each represented with a company workspace and typically used for a corporate or government entity.

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 Rep

Users in your company 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 rep in Proto AICX. Livechats begin after an an initial AI chat gets transferred a rep.

People/Person

Blanket terms for your target audience (customers, employees, citizens, etc.) who interact with AI assistants or live reps in messaging channels.

Proto AICX

The official name of the Proto platform.

Sub-Companies

The second-highest level of orgnisation in Proto AICX, used to bundle unique settings for a company's internal units like brands, departments, or subsidiaries.

Teams

A group of live reps that are assigned certain types of conversations, e.g. by language or region.