Glossary

A guide to the terminology of Proto.

A reference guide to the terminology used across Proto and its documentation.

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AI agent

An AI-powered conversational agent that serves as the first point of contact in a chat. AI agents handle conversations autonomously and can transfer chats to live agents when needed. Configured in the AI Agents module.

Action

A step in an AI agent's workflow that runs when triggered — such as sending a message, transferring to a live agent, calling an API, or creating a ticket. See Workflows and actions.

Channel

A messaging platform or service through which AI agents and live agents converse with people — such as WhatsApp, Telegram, Messenger, or Webchat. See Publishing.

Chat

A real-time messaging conversation between a person and an AI agent or live agent over a messaging channel. See Livechat.

Conversation

A catch-all term for all discussions with your audience in Proto — encompassing both chats (over messaging channels) and tickets (over email).

CSAT

Customer satisfaction score. A rating (1–5 stars) submitted by a person after a conversation ends, collected via the Collect feedback action. Tracked in Analytics → CSAT.

Interaction

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. See Interactions.

Live agent handoff

The transfer of a chat from an AI agent to a live agent. Configured via the Live agent handoff action. Assignment rules determine which agent or team receives the chat.

Live agent

A user in the workspace with the View/Manage livechats assigned to them permission. Live agents respond to livechats and tickets from the Inbox dashboard.

Livechat

A real-time conversation between a person in a messaging channel and a live agent in Proto. Livechats begin after an AI agent transfers a chat to a live agent. See Livechats.

Person

A member of your audience — a customer, employee, citizen, or any individual who interacts with your AI agents or live agents. Person profiles are managed in the People module.

Proto

The official name of the platform. Never referred to as "Proto AICX" in documentation.

Team

A group of live agents assigned to handle specific types of conversations — for example, by language, region, or product area. Configured in Teams settings.

Teamspace

A subdivision of a workspace with its own settings for AI agents, teams, channels, and data. Used to support multiple brands, departments, or subsidiaries within a single workspace. Configured in Teamspaces settings.

Ticket

A support case carried over an email thread between a person and a live agent. Unlike livechats, tickets are asynchronous and have no AI interaction. See Tickets.

Trigger

A system event or a person's message that starts a set of actions in an AI agent's workflow — for example, when a message matches a defined intent or when a chat is closed. See Workflows and actions.

Workflow

The tree of triggers and actions that defines how an AI agent responds to messages and events. Configured in the Workflows tab of the AI Agents module. See Workflows and actions.

Workspace

An organisation's top-level profile in Proto, where settings like users, billing, roles, and teamspaces are managed. See Workspace settings.