Core concepts
The building blocks of Chatasist and how they relate.
Company (workspace)#
A Company is an isolated workspace. Each workspace's data is kept fully separate, so one company's conversations, customers, and content never mix with another's. A user account can be a member of many companies and switch between them; an invite places the user in a pending state until accepted.
Channels#
A channel is a connected source of conversations. Each channel has its own settings — AI enablement, auto-assignment, work schedule, and routing target. Implemented channels:
- Website chat widget (embeddable, anonymous or authenticated visitors)
- WhatsApp — official Twilio API and personal-number QR connection
- Telegram bot
- Facebook Messenger and Instagram Direct (Meta OAuth)
- Email-to-ticket inbound
Conversations & the inbox#
Incoming messages from every channel converge in one omnichannel inbox. A conversation carries a status (Open / In Progress / Resolved) and can be assigned, starred, muted, and marked read/unread. Real-time updates — new messages, typing indicators, chat changes — are delivered live.
AI agent#
The AI support agent is an LLM that answers customer chats grounded only on the tenant knowledge base via vector similarity search. It is enabled per channel, has a configurable tone, and can call tools: open a support ticket, present quick-action buttons or resource shortcuts, and look up live data via MCP. Guardrails and reply safety checks keep it on-topic, resistant to prompt injection, and honest about what it retrieved.
Knowledge base#
A knowledge base holds the content the AI agent answers from. Sources (URL crawl, uploaded files, pasted text) are chunked, embedded, and stored as vectors for similarity search. A company can have multiple knowledge bases. See Knowledge base.
Customers (CRM)#
A customer is a contact record with cross-channel identity IDs, so the same person is recognized whether they reach you on WhatsApp, the widget, or email. The CRM supports search, merge, VIP flags, CSV export, and outbound WhatsApp messaging/broadcasts.
Tickets#
A ticket is a tracked case on a Kanban board. Tickets can be created by an agent, by the AI agent, by the widget, or from an inbound email thread, and support priorities, labels, due dates, watchers, comments, and public share links.
Team & roles#
Within a company, members have one of four roles — Administrator, Manager, User, ReadOnly — and can be organized into departments, user groups, and work schedules that drive channel routing and out-of-hours behavior.
See how conversations flow and which channels you can connect.