Glossary
Definitions of workspace, visitor, knowledge, classification, form, and privacy terms.
On this page
Workspace and access
Workspace: One organization's configuration, staff accounts, knowledge configuration, forms, and private conversation records. Workspace settings.
Administrator: A staff role that can configure the workspace and manage other staff. Member: A staff role that can review conversations, manage shared notification recipients, and manage its own account and subscriptions. Team and account access.
Public name: The organization's authoritative visitor-facing name in supported languages. Assistant name: The name shown for chatbot messages. Workspace name: The internal team-facing label. Configure your chatbot.
Visitors and conversations
Visitor record: A browser-scoped identity grouping conversations, not proof of one verified person or cross-device identity.
Conversation: A recorded exchange started by saving a visitor message. Closing and reopening the widget can resume it. New chat chooses a separate conversation.
Contact: A person whose supported contact information is organized from visitor evidence. Main contact: The writer identified for a conversation or the visitor-level fallback. Conversations and contacts.
Knowledge
Knowledge source: A configured public hostname and path scope from which webpages and supported linked documents can be discovered.
Discovery: Finding URLs and preparing an inventory. Selection: Your inclusion rules for pages and sections. Indexing: Preparing readable content for search. Searchable: An indexed version is available to the assistant.
Refresh: Rediscovery together with updating selected indexed content. Rediscover pages alone updates the inventory for an active source. Knowledge updates.
Routing and forms
Classification: An inferred visitor need drawn from the workspace's enabled categories. Secondary classification: A more specific category below a top-level one. Unclassified: No current inferred category.
Priority: An optional inferred review-order signal. Recommendation: A suggestion of a form associated with a classification, rather than a restriction on other forms. Classifications.
In-chat form: A questionnaire the chatbot collects and submits to a connected destination. Link-only form: A website link where the visitor completes the destination's own process.
Consent: Agreement to form assistance before collection. Final confirmation: Review and approval of collected answers before submission. Confirmed success: Success reported by the receiving form workflow. Forms.
Submission translation: Optional translation of eligible free-text answers for delivery, without replacing the saved visitor answers. Languages.
Data and privacy
Data residency: Where selected categories of records are stored. It does not by itself specify every processing or metadata location. Data residency.
Zero data retention: A classification of the AI routes used through Merge Gateway. It does not mean no processing, no technical metadata, or no workspace transcript. Data handling.
Retention: How long records are kept. Current conversation records have no automatic expiry. Retention and deletion.