AI glossary for content assistants
Plain-English definitions of 13,917 AI terms for branded assistant teams.
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13,917 terms. Open one for definitions and related concepts.
Live Agent Transfer
Live agent transfer is the process of connecting a chatbot user with a human support agent for real-time assistance.
Escalation Trigger
An escalation trigger is a condition or event that automatically initiates the transfer of a chat from bot to human agent.
Escalation Rule
An escalation rule is a configured policy that defines when and how chatbot conversations should be transferred to human agents.
Human Takeover
Human takeover is when a live agent takes control of a chatbot conversation, temporarily replacing the automated responses.
Hybrid Chat
Hybrid chat combines automated chatbot responses with human agent support in a single conversational experience.
Queue Management
Queue management controls how incoming chat conversations are organized and prioritized while waiting for human agent availability.
Routing Rule
A routing rule defines how incoming chat conversations are directed to specific agents, teams, or queues based on defined criteria.
Skill-Based Routing
Skill-based routing directs chat conversations to agents with the specific skills and expertise needed to handle the issue.
Round-Robin Routing
Round-robin routing distributes incoming chat conversations evenly across available agents in a rotating sequence.
Priority Routing
Priority routing assigns chat conversations to agents based on urgency, customer value, or other priority criteria rather than arrival order.
Agent Assignment
Agent assignment is the process of selecting and connecting a specific human agent to handle an incoming chat conversation.
Agent Availability
Agent availability tracks whether human agents are online, busy, or away, determining their capacity to accept new chat conversations.
Agent Status
Agent status is the current state indicator for a support agent, showing their availability, activity, and capacity for new conversations.
Wrap-Up
Wrap-up is the post-conversation period where an agent completes notes, categorization, and follow-up actions after a chat ends.
Supervisor Monitoring
Supervisor monitoring allows team leads to observe active chat conversations in real time for quality assurance and coaching.
Whisper Mode
Whisper mode allows supervisors to send private messages to agents during active conversations, invisible to the customer.
Co-Browsing
Co-browsing allows a support agent to view and optionally control a customer web browser session to provide guided assistance.
Conversation Analytics
Conversation analytics is the systematic analysis of chat interaction data to measure performance, identify patterns, and drive improvements.
Deflection Rate
Deflection rate is the percentage of support inquiries resolved through self-service channels, preventing the need for human agent contact.
Escalation Rate
Escalation rate is the percentage of chatbot conversations that are transferred to human agents for resolution.
Abandonment Rate
Abandonment rate is the percentage of chat conversations where users leave without completing the interaction or receiving a resolution.
Completion Rate
Completion rate is the percentage of chat conversations where users successfully complete their intended goal or task.
Satisfaction Score
A satisfaction score is a metric derived from user feedback that quantifies how satisfied users are with their chatbot experience.
CSAT
CSAT (Customer Satisfaction Score) is a metric that measures customer satisfaction as a percentage of positive responses to a satisfaction survey.
NPS
NPS (Net Promoter Score) measures customer loyalty by asking how likely users are to recommend the product or service on a 0-10 scale.
First Response Time
First response time is the duration between a user sending their first message and receiving the first meaningful response.
Average Response Time
Average response time is the mean duration between a user message and the corresponding bot or agent response across all conversation turns.
Messages per Conversation
Messages per conversation is the average number of message exchanges in a chat session, indicating conversation depth and efficiency.
Popular Topics
Popular topics are the most frequently discussed subjects in chatbot conversations, revealing user interests and common support needs.
Unanswered Questions
Unanswered questions are user queries that the chatbot could not resolve, representing gaps in its knowledge or capabilities.
Knowledge Gaps
Knowledge gaps are topics or questions that the chatbot cannot answer due to missing information in its knowledge base or training.
Self-Service Rate
Self-service rate is the percentage of user inquiries resolved through automated channels without requiring human agent involvement.
Automation Rate
Automation rate is the percentage of total support interactions handled entirely by automated systems including chatbots and self-service tools.
Cost per Conversation
Cost per conversation is the average expense incurred for each chat interaction, including AI processing, infrastructure, and human agent costs.
Low-Code Chatbot
A low-code chatbot platform enables building chatbots with minimal programming through visual interfaces augmented by optional custom code.
Visual Flow Builder
A visual flow builder is a graphical interface for designing conversation paths and chatbot logic using drag-and-drop nodes and connections.
Drag-and-Drop Builder
A drag-and-drop builder lets users create chatbot interfaces and flows by visually placing and connecting components without writing code.
Conversation Designer
A conversation designer is a professional or tool that crafts the dialogue structure, personality, and user experience of chatbot interactions.
Decision Tree Builder
A decision tree builder creates branching conversation paths where each user response determines the next question or action in the flow.
Chatbot Template
A chatbot template is a pre-built conversation flow and configuration that can be customized for a specific use case or industry.
Pre-Built Template
A pre-built template is a ready-to-use chatbot configuration that requires only content customization to deploy for a specific business.
Industry Template
An industry template is a chatbot configuration designed for a specific industry with domain-appropriate conversation flows and terminology.
Chatbot Marketplace
A chatbot marketplace is a platform where users can browse, purchase, and install pre-built chatbot templates, plugins, and integrations.
Chatbot Plugin
A chatbot plugin is an add-on module that extends chatbot functionality with new features, integrations, or capabilities.
Chatbot API
A chatbot API provides programmatic access to chatbot functionality, enabling custom integrations and headless chatbot deployments.
Chatbot SDK
A chatbot SDK is a software development kit providing libraries and tools for integrating chatbot functionality into applications.
JavaScript SDK
A JavaScript SDK provides browser-ready libraries for embedding chatbot functionality directly into web pages and web applications.
React SDK
A React SDK provides React-native components and hooks for integrating chatbot functionality into React applications.
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What is InsertChat?
InsertChat is a white-label AI assistant for your website. Train it, brand it, publish it, and learn from visitor questions.
How does InsertChat use my website content?
Connect approved pages, docs, videos, FAQs, policies, and other sources. InsertChat turns them into source-backed answers and next steps.
Can I control the assistant's tone and sources?
Yes. Choose its sources, tone, welcome message, and prompts so it stays on brand.
How does InsertChat stay accurate?
Answers use approved content and source links. Analytics show unclear or missing answers so you can improve coverage.
Can it collect leads or route support questions?
Yes. InsertChat can collect details, qualify intent, add context, and send chats to the right inbox, CRM, workflow, or person.
Can I control how the assistant behaves?
Yes. Control prompts, model choice, tool access, and the branded assistant experience so behavior stays consistent.
Which AI models can I use?
InsertChat supports multiple model providers. Choose each assistant's model for quality, speed, and cost, or use BYOK.
Can I pick different models for different workflows?
Yes. Use a faster model for common questions and a stronger model for complex reasoning. InsertChat supports that balance per conversation.
Where can I deploy an assistant?
Use a widget, embed, full-page assistant, custom domain, in-app embed, or API. Reuse one setup across surfaces.
Do I need coding skills?
No. Build and deploy AI assistants using our visual builder. The embed code is one line of JavaScript.
Can I customize the branding and UI?
Yes. Customize the assistant name, logo, colors, welcome message, suggested prompts, tone, domain, and white-label presentation.
Can I use my own domain?
Yes. Custom domains are supported, typically via enterprise options.
Does InsertChat support voice?
Yes. Voice dictation and text-to-speech let users speak instead of type.
Does InsertChat support vision?
Yes. Enable vision for assistants when images help clarify a request or context.
What tools and integrations are supported?
Zendesk, HubSpot, Shopify, WooCommerce, calendar booking, web search, Perplexity, and webhooks for your own systems.
Can I control which tools the assistant is allowed to use?
Yes. Tool access is controlled per assistant so you enable only what you need.
Can the agent hand off to a human?
Yes. Configure human handoff so the agent escalates when needed. Full conversation history is passed along.
Do you provide analytics?
Yes. Track chats, leads, feedback, top questions, unanswered questions, most-used sources, and content gaps.
Is it mobile friendly?
Yes. The widget and embeds work well on desktop and mobile with no separate experience needed.
What's the fastest path to a successful deployment?
Start with one assistant and a small set of high-value sources. Iterate using real questions from analytics.
What is the fastest way to get started?
Create an account. Connect one key source. Ask a test question, brand the assistant, then publish it on one page.