Core concepts
The vocabulary you'll see throughout Informly — organization, project, widget, document, conversation, skill, voice, and handoff.
A handful of terms come up constantly in Informly. This page defines each one and shows how they relate.
Organization
An organization is a tenant. It owns all of your projects, documents, widgets, conversations, billing, and team. You can belong to more than one organization — for example, your day job and a personal project — and switch between them from the organization switcher.
See Organization & Team.
Team and roles
Every member of an organization has one of four roles:
| Role | Can do |
|---|---|
| Owner | Everything, including billing and deleting the organization. |
| Admin | Manage team, projects, widgets, documents, conversations, and most settings. No billing. |
| Editor | Create and edit projects, widgets, documents. Manage conversations. No team or settings access. |
| Viewer | Read-only across projects, widgets, documents, and conversations. |
Full details in Roles & permissions.
Project
A project is a container for related widgets and documents. Most teams have one project per product, brand, or website. A project can have its own members, usage limits, and assigned documents.
See Projects.
Document
A document is a unit of source content the AI can answer from — usually a PDF, Word file, plain text, or crawled web page. When you upload a document, Informly extracts the text, splits it into chunks, and indexes those chunks in a vector database for retrieval.
See Documents → Overview.
Chunk
A chunk is a section of a document, usually a few paragraphs. The AI retrieves relevant chunks for each question and uses them as the basis for its answer. You don't manage chunks directly, but you'll see them mentioned in document detail and analytics pages.
Data source
A data source is an external system Informly pulls documents from automatically — for example, Slack, Salesforce, or Google Drive. Connecting a data source means the AI's knowledge stays in sync with your real source of truth.
See Data sources.
Widget
A widget is an instance of the AI chat experience you can embed on a website. Each widget has its own appearance, persona, assigned documents, skills, and behaviour. One project usually has one widget per place you want to deploy chat.
See Widgets → Overview.
Public key
A widget's public key is the identifier you put in the embed snippet. It's safe to expose in your site's HTML — it can only initialize the widget, not call admin endpoints. See Widgets → Security for what to lock down.
Conversation
A conversation is the full back-and-forth between a customer and a widget. Conversations include every message, the documents the AI cited, any tags and notes you've added, and a rating if the customer left feedback.
See Conversations.
Skill
A skill is a reusable action the AI can take during a conversation — for example, creating a support ticket, scheduling a meeting, or pushing data to a CRM. You attach skills to widgets as needed.
See Skills.
Voice
A voice is a text-to-speech profile from the Google voice library. You assign one or more voices to a widget to let customers talk to the AI through their browser. Voice calls run on LiveKit; no phone number is needed.
See Widgets → Voice.
Handoff
A handoff is the moment a conversation moves from the AI to a human agent. Customers can request handoff explicitly, and you can also configure rules that trigger one automatically. Agents work conversations from a queue in the live-support workspace.
Department
A department is a group of agents — for example, Billing or Tier 2 Support. You route handoffs to departments instead of (or in addition to) individuals so a conversation can be picked up by the next available teammate.
See Departments.
Persona
A widget's persona is the personality of its AI — name, role, tone, areas of expertise, target audience, and language. A good persona makes the assistant sound like it works at your company instead of "an AI assistant."
See Widgets → Persona.
Wallet
The wallet holds prepaid credits you can use to pay for on-demand AI usage above your plan's quota. It's separate from your monthly subscription.
See Billing → Wallet.
What's next
You're ready to use the rest of the docs. If you haven't already, run through the Quick start.