Getting Started
Glossary & Key Concepts
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.
Core entities
| 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. |
Workflow
| 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. |
Channels & widget
| 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. |
AI
| 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. |
Was this page helpful?