> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/getting-started/glossary.md).

# Glossary

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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](/docs/modules/ai-agents.md) 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](/docs/modules/ai-agents/workflows-and-actions.md).

## 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](/docs/modules/ai-agents/publishing.md).

## Chat

A real-time messaging conversation between a person and an AI agent or live agent over a messaging channel. See [Livechat](#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](/docs/modules/ai-agents/workflows-and-actions/collect-feedback.md) action. Tracked in [Analytics → CSAT](/docs/modules/analytics/csat.md).

## 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](/docs/getting-started/interactions.md).

## Live agent handoff

The transfer of a chat from an AI agent to a live agent. Configured via the [Live agent handoff](/docs/modules/ai-agents/workflows-and-actions/live-agent-handoff.md) 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](/docs/modules/inbox.md) 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](/docs/modules/livechats.md).

## 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](/docs/modules/people.md) 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](/docs/settings/general/teams.md).

## 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](/docs/settings/teamspaces.md).

## 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](/docs/modules/tickets.md).

## 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](/docs/modules/ai-agents/workflows-and-actions.md).

## 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](/docs/modules/ai-agents/workflows-and-actions.md).

## Workspace

An organisation's top-level profile in Proto, where settings like users, billing, roles, and teamspaces are managed. See [Workspace settings](/docs/settings/general.md).