> ## Documentation Index > Fetch the complete documentation index at: https://docs.chatnorris.ai/llms.txt > Use this file to discover all available pages before exploring further. # Glossary of terms > Definitions of the key concepts you'll find in ChatNorris. # Glossary of terms A quick reference for the terms that appear in the dashboard and in this documentation. *** **Action** A capability you add to an agent so it performs specific tasks during a conversation — for example, showing a form (Lead Form), transferring to a human (Human Handoff) or querying a WooCommerce store. They're configured from each agent's **Actions** tab. See [Agent actions](https://docs.chatnorris.ai/en/guias/acciones.md). *** **Agent** This term has two uses in ChatNorris, depending on the context: * **AI agent**: the assistant you configure and train with your Knowledge Base. It's the term the dashboard uses ("Agents" section, "New agent" button); "chatbot" only appears at a technical level, in the public API (see **Chatbot**). * **Human agent**: a team member who handles live conversations when the bot transfers a handoff. The formal role for this profile in `Settings → Members` is **Operator**. *** **Analytics** Dashboard section that shows usage metrics: conversations, messages, captured leads, handoffs and peak activity hours. *** **Bot** Synonym for agent. In the context of conversation status, "Bot" means the agent is replying automatically without human intervention. *** **Campaign** Sending messages to a list of contacts by WhatsApp (with templates approved by Meta), by email or both. It can be a **One-time send** when it's activated or a **Reminder** relative to a date for each contact (due date, appointment, etc.). It's in the pilot stage. See [Campaigns](https://docs.chatnorris.ai/en/guias/campanas.md). *** **Canned response** A text shortcut configured per agent so a human agent can reply faster during a handoff, without retyping repetitive messages. They're managed from each agent's `Settings → Canned responses`. *** **Channel** The platform through which the agent handles messages. ChatNorris supports six channels, in addition to the public API: * **Web** — widget embedded on your site. * **Telegram** — a Telegram bot. * **WhatsApp** — WhatsApp Business API. * **Instagram** — Instagram Direct Messages. * **Messenger** — messages to a Facebook Page. * **Email** — the emails that arrive at a mailbox of your company. *** **Chatbot** The name the public API (and its integrations, such as Zapier or n8n) uses for the resource that the dashboard calls an **agent** — same concept, two names depending on the level. Each agent has its own workspace with tabs for customization (Customize), publishing (Deploy), actions (Actions), testing (Playground), Knowledge Base, integrations and settings (Settings). See **Agent**. *** **ChatNorris Inbox** ChatNorris's mobile view for handling conversations from your phone, with push notifications. You install it from the browser by adding it to the home screen (it's not in the app stores). See [ChatNorris Inbox](https://docs.chatnorris.ai/en/guias/chatnorris-inbox.md). *** **Chunk** A fragment into which the content of a Knowledge Base source is split to make semantic search easier. When the visitor writes a message, the system searches for the most relevant chunks and uses them to generate the reply. *** **Claude** Anthropic's family of artificial intelligence models. It's the default recommended provider in ChatNorris (Claude Haiku 4.5), although you can also choose models from OpenAI, Google or xAI per agent. See [AI models and credits](https://docs.chatnorris.ai/en/guias/modelos-ia-creditos.md). *** **Conversation** A session of message exchange between a visitor and the agent (and possibly a human agent). Each conversation has a status (Open, Resolved or Closed) and a handling mode (Bot, Waiting for agent or Human). See [Conversations](https://docs.chatnorris.ai/en/guias/conversaciones.md#status-and-handling-mode). *** **Conversation label** An organization's own tag (for example "Complaint" or "Sale") that you can assign to conversations to classify and filter them in the inbox. See [Conversations](https://docs.chatnorris.ai/en/guias/conversaciones.md#conversation-labels). *** **Credits and buckets** The unit used to measure the consumption of paid resources. Credits are organized into independent monthly **buckets**: **AI** (each generated reply; the cost depends on the model), **email** (each email sent) and **resync** (automatic Knowledge Base syncing). Each plan defines the size of each bucket, which resets every month. See [AI models and credits](https://docs.chatnorris.ai/en/guias/modelos-ia-creditos.md). *** **Deploy** Each agent's section (in Spanish, **Publicar**) where you publish it on your channels: the web widget and the WhatsApp, Instagram, Telegram, Messenger, Email and Google Reviews channels. That's where you connect, configure, pause and disconnect each channel. See [Connect messaging channels](https://docs.chatnorris.ai/en/guias/canales-whatsapp-instagram.md). *** **Embedding** A mathematical representation of the meaning of a text. ChatNorris converts messages and Knowledge Base content into embeddings to find the most relevant information for each question. *** **Handoff** The process of transferring a conversation from the agent to a human agent. It can happen automatically (the bot detects that the inquiry needs human attention) or manually (an agent decides to take control). *** **Integration** A connection between an agent and an external account (for example WooCommerce, Zendesk, HubSpot, SumUp or Google Calendar). You connect it once in the agent's **Integrations** section and then its actions or Knowledge Base sources use it. See [Integrations](https://docs.chatnorris.ai/en/guias/integraciones.md). *** **Knowledge Base** The set of information you train your agent with: web pages (URL, sitemap or list of URLs), documents, text, frequently asked questions and external sources such as Google Drive, WooCommerce, Zendesk or Freshdesk. The agent uses this content to generate accurate replies. See [Knowledge Base](https://docs.chatnorris.ai/en/guias/knowledge-base.md). *** **Lead** Contact details (name, email, phone) captured during a conversation with the agent. Leads are recorded automatically and can be viewed and exported from the dashboard's **Leads** section. *** **Lead form** A configurable action that shows a form to capture the visitor's contact details during the conversation (name, email, phone or other custom fields). It's turned on and configured from each agent's **Actions** tab. See [Agent actions](https://docs.chatnorris.ai/en/guias/acciones.md#lead-form). *** **Meta** The company that owns Facebook, WhatsApp and Instagram. To connect WhatsApp or Instagram with ChatNorris you need to authorize it through Meta's platform (Meta Business Suite). *** **n8n** Open-source automation tool (self-hosted or on n8n Cloud) that connects to ChatNorris through the `n8n-nodes-chatnorris` community node, verified by n8n and installable directly from the nodes panel (also on n8n Cloud). It covers more operations than the Zapier app, including the Knowledge Base. Available from the Standard plan up. See [n8n](https://docs.chatnorris.ai/en/api-referencia/n8n.md). *** **Online store (source)** A Knowledge Base source that imports products, prices and categories by reading your store's public site, without an API. See [Knowledge Base → Online store](https://docs.chatnorris.ai/en/guias/knowledge-base.md#online-store-public-site). *** **Organization** Your workspace in ChatNorris. It groups all your agents, channels, conversations, leads and team members under one business account. *** **Partner** A person or company that recommends ChatNorris and earns a commission for the accounts they bring in. An organization is linked to a partner with their code (or link) when signing up, or by adding it in `Settings → General` within the following 14 days. See [Partner program](https://docs.chatnorris.ai/en/cuenta-y-facturacion/programa-de-partners.md). *** **Plan** The subscription level that determines the limits and features available in your account (agents, credits, channels, etc.). ChatNorris offers three plans: **Free**, **Standard** and **Premium**. *** **Playground** The agent's tab where you can chat with it to test replies before publishing it, without it being live for your real visitors. *** **RAG (Retrieval-Augmented Generation)** An AI technique that combines searching a knowledge base with text generation. ChatNorris uses RAG so the bot replies based on your specific content, instead of replying from the AI model's general knowledge. *** **Resolved (status)** The status of a conversation that has already been handled. It's set manually from the conversation and, if you reply again, the conversation becomes open again. A conversation closed due to inactivity after a confirmed payment also moves to Resolved. See [Conversations](https://docs.chatnorris.ai/en/guias/conversaciones.md#close-and-resolve-conversations). *** **Resync** The action of reprocessing a Knowledge Base source to update its content. Needed when the content of a URL has changed since it was last indexed. *** **Returning customer** A person who has more than one conversation in your organization, recognized by the same email or phone. Their leads aren't merged, but in Leads and Conversations you see their other conversations, purchases and details. See [Leads → Returning customers](https://docs.chatnorris.ai/en/guias/leads.md#returning-customers). *** **Role** A team member's access level in the organization. ChatNorris has three roles: **Owner**, **Admin** and **Operator**. An Operator can be given access to all agents or only to some. See [Manage your team](https://docs.chatnorris.ai/en/guias/equipo.md#limit-an-operator-to-some-agents). *** **Snippet** A single-line HTML code that you paste on your website to install the agent's widget. You get it from each agent's **Deploy** section. See [Install the widget](https://docs.chatnorris.ai/en/guias/widget-instalacion.md). *** **System prompt** The instruction text that defines the agent's behavior: its role, tone, limits and personality. It's the main parameter for customizing how the bot replies. *** **Team** A group of people who handle an agent's conversations (for example, Sales or Support). It's created in the agent's `Settings → Teams` and can be used to route handoffs: only its members and the Owners/Admins can take or reply to those conversations. Not to be confused with the organization's members. See [Manage your team](https://docs.chatnorris.ai/en/guias/equipo.md#teams-per-agent). *** **Temperature** A parameter that controls how predictable or varied the agent's replies are. A low value (close to 0) produces more consistent and precise replies; a high value (close to 1) produces more varied and creative replies. *** **Token** The smallest unit of text the AI model processes. It's roughly equivalent to ¾ of a word in Spanish. The **max tokens** parameter controls the maximum length of each bot reply. *** **Variable** A dynamic value you can reference in an agent's system prompt. It can be a custom variable you create (`text`, `number` or `boolean`) or a system variable provided by ChatNorris (for example, `webpage_url` or `contact_city`). See [Advanced agent settings](https://docs.chatnorris.ai/en/guias/configuracion-avanzada-agente.md#variables). *** **Visitor** A person who interacts with the agent from your website, WhatsApp or Instagram. Unlike team members, visitors don't have a ChatNorris account. *** **Voice note** An audio message a customer sends through WhatsApp, Instagram, Messenger or Telegram. The agent transcribes it automatically and replies in text; in **Conversations** it shows with a player and the transcript below. It uses AI credits based on its duration. See [Voice notes](https://docs.chatnorris.ai/en/guias/canales-whatsapp-instagram.md#voice-notes). *** **WhatsApp template** A message pre-approved by Meta that's used to start conversations or send notifications through WhatsApp. They're created, submitted for Meta review and synced from ChatNorris (`My agents → [your agent] → Campaigns → WhatsApp Templates`), and only approved ones can be used in campaigns. See [Campaigns](https://docs.chatnorris.ai/en/guias/campanas.md#whatsapp-templates). *** **Widget** The visual component (floating button + chat window) that appears on your website when you install the ChatNorris snippet. It lets your visitors chat with the bot directly from your page. *** **WooCommerce** An action that connects an agent to a WooCommerce store to look up orders (with identity verification) and inventory by SKU directly during the conversation. See [Agent actions](https://docs.chatnorris.ai/en/guias/acciones.md#woocommerce). *** **Zapier** External automation tool that connects to ChatNorris through its public ChatNorris app (in beta on Zapier), which uses the public API v2 and an API key. Available from the Standard plan up. See [Zapier](https://docs.chatnorris.ai/en/api-referencia/zapier.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.