Glossary

Assistant

The configured automated participant that can answer customers and perform approved actions.

Channel

A place where customer communication enters or leaves Doublewire, such as a web widget, messaging account, email address, or phone connection.

Contact

The customer identity that brings together known names, contact methods, conversations, notes, and related information.

Conversation or thread

A sequence of messages with a customer in Inbox. Member Chat conversations are private team communication and are separate.

Knowledge Base

A collection of uploaded documents that an assistant can use when answering.

Member

A person who belongs to a workspace. Access can differ between members.

Resource access

A restriction that limits a member to selected customer-facing resources and their related data.

Workspace

The organization-level area that contains members, customers, configuration, and reporting.

Website Crawler

A configured website source that collects selected pages so assistants can use their content.