Glossary

The vocabulary you'll see across Informly, in one place. Each term gets a single short paragraph. Use this page when something in the UI or another doc page doesn't quite click — and when you write your own internal documentation for your team.

A

Account (CRM)

A company or organization you sell to or support. Accounts hold the contacts, deals, tasks, and notes that belong to that company. See Accounts.

AI persona

The personality of a widget's AI: its name, role, tone, expertise, audience, and language. The persona shapes how the AI answers, beyond what the documents say. See Widget persona.

Agent

A teammate who handles handoff conversations. Agents pick up chats from the queue once the AI escalates.

Announcement

A published message that appears in a widget's News tab. Use announcements to push product updates, scheduled maintenance, or important policy changes to anyone using the widget.

Audit log

A record of every change to a CRM record (or any other auditable surface). Each entry captures who made the change, what changed, and when.

C

Campaign

An outbound message scheduled to a contact list. Campaigns are how you run a one-off email blast or a recurring outreach push from inside Informly.

Canned response

A saved chat reply an agent can insert with one click. Canned responses speed up repetitive replies — order status, refund explanation, password reset steps. See Canned responses.

Chunk

A section of a document the AI retrieves to answer a question. Each document is split into chunks during ingestion; chunks are embedded individually and fetched by similarity to the customer's question.

Contact

A person you might reach out to or talk with. Contacts live in the CRM and can be linked to accounts and deals.

Conversation

The full back-and-forth between a customer and a widget. A conversation can be text, voice, or a mix, and it can include both AI replies and human agent replies if handoff happened.

CSAT

Customer satisfaction score, captured from per-conversation ratings. CSAT is the share of rated conversations that scored positive. See Conversation feedback.

Custom field

An org-defined field on a CRM record. Use custom fields when the built-in fields don't match the data you actually track — industry, tier, region, anything you need. See Custom fields.

D

Data source

An external system Informly pulls documents from automatically — for example, Slack, Google Drive, or a website. The data source keeps the underlying documents in sync without manual re-uploads. See Data sources.

Deal (CRM)

A revenue opportunity tied to an account. Deals move through stages in a pipeline until they're won or lost. See Deals.

Department

A routing group for handoff — for example, Billing or Tier 2 Support. A handoff conversation goes to the department, and any agent in that department can pick it up.

Document

Source content the AI answers from. A document can be a PDF, a Word file, a plain text file, or a crawled web page. See Documents.

E

Embedding

A numeric vector representing a chunk of text. Embeddings are how the AI finds the relevant chunk for a question — the chunk whose embedding is closest to the question's embedding gets retrieved.

H

Handoff

The moment a conversation moves from AI to a human agent. Handoff happens when the AI hits its limits or when the customer specifically asks for a human. See Handoff overview.

L

Lead scoring

Assigning each contact a numeric score from rules you define. A higher score means a hotter lead. Use it to prioritize outreach.

N

Notification channel

An org-wide destination for alerts, such as Slack, Discord, or email. Channels carry billing warnings, handoff notifications, and campaign delivery reports. See Notification channels.

O

Onboarding

The first-run wizard that creates your organization and starts your trial. See Onboarding.

Organization

A tenant. Your organization owns your projects, documents, widgets, billing, and team. Everything you do in Informly happens inside one organization at a time.

P

Pipeline (CRM)

The set of stages a deal moves through — for example, Lead, Qualified, Proposal, Closed Won. See Pipelines.

Project

A container for related widgets and documents. Projects help you separate the marketing widget's knowledge base from the support widget's, even when they live in the same organization. See Projects.

Public key

A widget identifier that's safe to expose in your embed snippet. The public key tells Informly which widget the embedding page is loading. It doesn't grant any write access on its own.

R

RAG

Retrieval-augmented generation. The AI fetches the relevant chunks from your documents and uses them as the basis for its answer, instead of relying only on what it learned in training. RAG is what makes Informly's answers grounded in your knowledge base.

Role

Owner, admin, editor, or viewer. The role controls what a user can do in the organization — from full access (owner) to read-only (viewer).

S

Saved view (CRM)

A stored set of filters and visible columns on a CRM list page. Save a view when you find yourself applying the same filters repeatedly — "open deals over $10k", "support contacts in EMEA".

Skill

A reusable action the AI can take during a conversation — create a ticket, schedule a meeting, push a lead to your CRM. See Skills.

T

Trial

The 14-day free period that begins after onboarding. Full access to the chosen plan, no card required to start. See Trial.

V

Voice

A text-to-speech profile from the Google voice library. Each voice-enabled widget is assigned a voice that the AI uses when it speaks.

W

Wallet

A prepaid credit balance for on-demand AI usage that goes over your plan's quota. See Wallet.

Widget

One instance of the AI chat experience you embed on a site. A widget has its own persona, its own assigned documents, and its own skills. See Widgets.

Workflow (CRM)

An automation rule: when X happens in the CRM, do Y. Currently in beta.