Definitions of the core terms used across the Convor docs and API reference.
This glossary defines the core entities and concepts used throughout the Convor documentation and API reference. Cross-links point to the detailed feature guides.
| Term | Meaning |
|---|---|
| Operator | A team member who handles conversations. Operators are assigned to departments and queues. |
| Visitor | The end-user chatting through the widget or a connected channel (Telegram, WhatsApp, etc.). |
| Conversation | A thread of messages between one or more visitors and operators. Has a lifecycle: pending → active → resolved. |
| Organization | The top-level account. Contains operators, departments, and all conversations. |
| Term | Meaning |
|---|---|
| Department | A grouping of operators that handles a category of conversations (e.g. "Sales", "Support"). See departments. |
| Queue | The ordered list of conversations waiting for an operator within a department. |
| Assignment | Linking a conversation to a specific operator. Can be manual or automatic via automation rules. |
| Handoff | Transfer of a conversation from the AI bot to a human operator. See AI chatbot rules. |
| SLA | Service-Level Agreement: a target response/resolution time with breach detection. See SLA Management. |
| Term | Meaning |
|---|---|
| Widget | The embeddable chat UI placed on your website via a <script> tag. See widget customization. |
| Proactive trigger | An automated message sent to a visitor based on behavior (e.g. time on page). See proactive triggers. |
| Canned response | A pre-written reply operators insert with a shortcut. See canned responses. |
| Term | Meaning |
|---|---|
| Knowledge base (KB) | A collection of articles the AI grounds its responses in. See knowledge base. |
| Chatbot rule | A condition-action pair controlling when the AI auto-responds, escalates, or stays silent. See chatbot rules. |
| Confidence threshold | The minimum certainty below which the AI stays silent instead of guessing. |
| BYOK | "Bring your own key": using your own LLM provider API key instead of Convor's hosted AI. |
Last updated: Jul 2, 2026
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