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.