# Glossary

## Actions

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

## [AI Agents](https://documentation.proto.cx/docs/modules/ai-agents)

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

## [Channels](https://documentation.proto.cx/docs/modules/ai-agents/publishing)

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, 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](https://documentation.proto.cx/docs/getting-started/interactions) 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 

The official name of the Proto platform.

## [Teams](https://documentation.proto.cx/docs/settings/workspace/teams)

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

## [Teamspaces](#sub-companies)

Used to establish unique settings or groups of users for a workspace's internal units like brands, departments, or subsidiaries.

## [Workspace](https://documentation.proto.cx/docs/settings/workspace)

Represents an organisation's profile in Yola, where top-level settings like users and billing are managed.