Customer support glossary
Plain-language definitions of customer support and Chatasist terms — omnichannel, shared inbox, live chat, AI agent, CSAT, knowledge base, and more.
Short definitions of the terms used throughout Chatasist and customer support in general.
Omnichannel support#
Handling customer conversations from many channels (website chat, WhatsApp, Telegram, Instagram, Facebook, email) in one place, with a unified history per customer. See the shared inbox.
Shared inbox#
A single inbox the whole support team works from, where conversations can be assigned, collaborated on, and resolved. See The inbox.
Live chat#
Real-time messaging between a website visitor and your team (or AI), usually via an embeddable widget.
AI support agent#
An AI that answers customer conversations automatically. Chatasist's agent is RAG-grounded — it answers from your own content. See AI agent.
RAG (retrieval-augmented generation)#
A technique where an AI retrieves relevant documents first, then answers using them — so responses are grounded in your knowledge base instead of guesses.
Knowledge base#
The collection of articles, URLs, and documents the AI agent answers from. Content is chunked and embedded for similarity search. See Knowledge base.
CSAT (customer satisfaction)#
A 1–5 rating customers give after a conversation resolves, used to measure support quality. See CSAT surveys.
Ticket#
A tracked case for work that needs more than a single reply, organized on Kanban boards. See Ticket boards.
Channel#
A connected source of conversations (website widget, WhatsApp, Telegram, Instagram, Facebook, email). See Channels overview.
Macro#
A saved, reusable reply agents can insert to answer common questions consistently. See Org structure.
Work schedule#
Business hours (with timezone) attached to a channel that control routing and out-of-hours behavior. See Org structure & routing.
Broadcast#
Sending one message to many customers at once — e.g. a WhatsApp broadcast. See WhatsApp broadcasts.