Agent — a bot’s code written with the help of the Platform. The Agent follows the defined logic of interaction with the Bot User and external services. The Agent can be connected to one or several Channels. 

Platform – a system designed to create, use and manage chatbots. 

Bot — an Agent launched in a specific Channel. 

Endpoint Channel — a means of interaction between the Bot User and the Agent (messenger, social network, widget, application, etc.). 

Script / Dialogue Script — a script which defines bot’s actions. 

Script Tree — a Dialogue Script, represented graphically as a tree in the Bot Builder. 

Bot Builder — a tool designed to build a Script Tree. It enables users to create chatbots with the help of UI. 

Incoming request — an HTTP request sent to the Agent’s REST API webhook in order to activate the Script branch which follows the Incoming Request slot in a specific Chat of this Agent. 

Intent — the intention of the Bot User contained in the Utterance. The Bot must recognize this Intent. 

Slot — a visual element of the Dialogue Script in the Bot Builder that defines the Bot’s action (Intent recognition, data saving, displaying buttons, sending a request to an external API, etc.). 

Fallback — a Slot in the Scenario Tree which defines Bot’s actions in case it does not recognize the Intent. 

Bot User — a person interacting with the Bot. 

Platform User — a person using the Platform (dialogue designer, manager, administrator). 

Utterance — a message sent by the Bot User and containing an intention which the Bot is supposed to recognize (it usually has the “verb + noun” form: “buy a card”, “learn more about the mortgage”). 

Chat — an entity created on the Platform that represents the “Bot User + Channel + Agent” connection: when the Bot User addresses one Agent in one Channel (Bot), a Chat is created on the Platform. When the same Bot User addresses the same Agent, but in a different Channel, a new Chat is created. In fact, for the client, this is a unique user. Technologically, the Platform receives the Channel Chat ID (the internal identification of the Channel) rather than the Bot User’s Channel ID. However, the Platform operates this Chat ID as the Bot User’s ID. There can be several Dialogues in one Chat. 

Human agent — a person interacting with the Bot User instead of the Bot in the cases defined in the Dialogue Script. 

Dialogue (Active Dialogue) — a set of consecutive messages (text messages, buttons, files) of the Bot and the Bot User in one Channel which has a start time and is organized chronologically. 

Dialogue (Closed Dialogue) — an active dialog that has an end time. 

End of Dialogue / Dialogue Session — closing of the dialogue because of one of the events: the Bot User’s answer to the final question (reaching the Slot that closes the Dialogue), the Bot User’s transfer to the Operator, the Bot User’s inactivity timeout. 

API — Microservice with API. 

Dialogue designer — a specialist who creates a Dialogue Script. 

Connector — an add-in to microservices for connecting specific third-party software to the Platform. 

Project — a group of Agents / Bots, a folder for storing them.