Core concepts
Workspace
Section titled “Workspace”Everything you set up — agents, channels, integrations, team members — lives in your workspace. Each business has its own workspace; nothing is shared between workspaces.
An agent is your AI representative. It has a persona, knows your business (from your website and documents) and uses the tools you connect. You can run more than one agent — for example one for sales on WhatsApp and one internal assistant in Slack.
Channel
Section titled “Channel”A channel is where conversations happen: WhatsApp, Instagram, Messenger, web chat, Gmail, Slack or Trendyol questions. You connect a channel once, then point an agent at it from Agents or the wizard. See Channels.
Integration
Section titled “Integration”An integration connects a business tool so the agent can look things up or act: check an order in Shopify, book a slot in Google Calendar, open a deal in Pipedrive, send a Stripe payment link. Manage them under Settings → Integrations. See Integrations overview.
Knowledge
Section titled “Knowledge”Besides your website, an agent can answer from knowledge sources you choose: Google Docs, files from Google Drive, Notion pages and uploaded documents. Each new source waits for your approval before the agent uses it.
Approvals
Section titled “Approvals”Some actions should not happen without a person saying yes — booking an appointment, answering a public marketplace question, calling one of your custom tools. These wait as an approval card in Conversations; approving runs them.
Handover
Section titled “Handover”A person on your team can take over any conversation at any time; the agent pauses until you hand it back. Replying from the console counts as a take-over.
Funnel
Section titled “Funnel”Every conversation moves through funnel stages: Engaged → Qualified → Offer sent → Goal. Your CRM integration can mirror these stages into your own pipeline.