Glossary

Agent

A team member who replies to customers. Agents are added under Settings → Agents, and your plan is priced per agent.

Inbox

A connected channel: a Telegram bot, a WhatsApp number, an Instagram profile, a mailbox, the website widget. Managed under Settings → Inboxes.

Conversation

The exchange between a customer and your team about one request.

Contact

A customer who wrote to you. Holds their name, contact details, attributes and the history of every request.

Company

An organisation that contacts belong to.

Label

A tag placed on a conversation or a contact so you can group and filter them. Created under Settings → Labels.

Team

A group of agents by function — sales, support, delivery. A conversation can be assigned to a whole team.

Canned response

A saved piece of text inserted into a conversation by typing / and a short code.

Macro

A sequence of actions — apply a label, assign, send a message, change status — run with a single click.

Automation rule

A condition and a set of actions that run automatically when an event occurs.

AI Agent

The platform's AI assistant. It answers customers on its own, learns from documents and FAQs, and helps agents through Copilot.

Assistant

One configured personality of the AI Agent: its own instructions, tone, documents and connected inboxes. You can have several.

Copilot

An in-conversation helper for agents: it summarises the thread, drafts replies and looks up information.

Credit

The unit AI Agent usage is measured in. One AI-handled reply or one audio transcription costs one credit.

Help Center

The public knowledge base you maintain for your customers.

CSAT

The satisfaction survey sent to a customer after a conversation is resolved.

SLA

A service level agreement: target times for first response, next response and resolution.

Webhook

An HTTP request Kulpunai sends to an external system when an event occurs.