Here you'll find descriptions of words and concepts we often reference in our documentation.
Agency - A term used to describe a Company that administrates other Companies in the interest of acting as support for the Companies.
API - An application programming interface (API) is code that allows two software programs to communicate with each other.
Bot - A bot is a type of AI that simulates interactive human conversation through the use of text.
Bot Avatar - An image that is displayed next to the bot's replies in the conversations and at the top of the conversation when it has just started.
Bot Takeover - A term that describes the action of a bot retaking control of a conversation. It may only happen when a human agent controls a conversation and it is triggered by hitting the takeover endpoint. Only available in Facebook Messenger and Zendesk.
Broadcasting - A tool that allows Companies to push content to end users on Facebook Messenger.
Certainly Platform - A term that encompasses everything on the following URL: https://app.certainly.io/
Channel - A term representing the different platforms on which you can implement a bot, such as Zendesk, Azure, or Facebook.
Company - A term used to describe a client of Certainly. Different from Agency in that Companies cannot administrate other Companies.
Connection - A term that describes the relationship between one Module and another. It is possible to add several connections in a single Module.
Custom Variable (CVar)- A storage location for any kind of data linked to end users: both conversational metadata (end user responses or fixed values) and external data (generated by a third-party API via Webhook). These variables may then be used in different parts of the conversation: displayed as messages or part of messages, used in Connections to drive the conversation, or used in other Webhooks.
DIY Bot - A pre-built chatbot template that only contains one Module. This type of chatbot template is well-suited for Companies requiring an extensive chatbot with many different communication flows.
Domain - A term used for a collection of one or more Intents. The Intent name usually reflects the overall theme of what is being covered, such as "Shipping".
Dynamic Cards - An advanced type of Generic Cards where Cards are created based on information from an external source. Unlike Generic Cards, you don't need to manually add data to the different Cards.
End user - A term used to refer to the final consumer of the Certainly product. This is the individual who engages with a chatbot that has been built using the Certainly Platform.
Filters - The Filters feature offers a way to segment end users. This function allows you to get information about end users, with the purpose of either contacting them outside of the bot or asking for their permission to push content to them from the bot.
Generic Cards - An element used to present end users with a visual menu that will either send the end user forward within the conversation or enhance the conversation with links to pages with additional info. This type of Card requires the Company to manually insert information, unlike Dynamic Cards, which are fed information from an external source.
Greeting Text - A greeting message that is displayed at the top of the conversation under the Bot Avatar.
Intent - A sub-category of a Domain that represents the different intentions an end user might have. An intent can, for example, be shipping price, shipping location, shipping time, or shipping tracking.
Jinja2 - A web template engine for the Python programming language.
JSON - An open-standard file format that uses human-readable text to transmit data objects consisting of attribute-value pairs and array data types (or any other serializable value).
Message Reports - A tool in the Certainly Platform that allows you to view data from your bot in columns. This tool allows you to view many different data types, such as the Module ID, the end user reply, or the custom variables used. This is a legacy feature; we recommend using other tools within the Reports section.
Multiple Choice Module - A type of Collector Module that collects and verifies an end user input. This type of Module is different from the Statement Module in that it requires end user input to progress to the next Module. If the end user input does not match the Suggested Replies or keywords, it will automatically go to a bot error message or a Fallback Module.
NLU - Natural Language Understanding (NLU) is an AI discipline dedicated to understanding what humans say or write with their natural language.
Persistent Menu - An element displayed in the bottom left of the Certainly Widget that the Company can enable or disable. This element allows end users to have a persistent element that can take them back to the starting Module, regardless of where they find themselves in the flow.
Referral ID - A number found in the top left corner of a given Module. This allows for the possibility of starting a conversation from a specific Module.
Reserved Keywords - A term that describes the list of values that Certainly generates with every chat conversation and makes available to be used in Webhooks.
Session Expiration - A function defined in Bot Settings that measures how long the session has been inactive. When the session reaches the set value, it terminates the session. The default value is 600 minutes.
Widget - An element of a graphical user interface (GUI) that displays information or provides a specific way for a user to interact with an application. In the documentation, two types of widgets are referred to: the Certainly Widget and the Zendesk Chat Widget.
Widget script - A snippet of code companies must embed in a website or application to display a widget.
Zendesk Chat Widget - A widget that has been created by Zendesk. The widget consists of a code snippet that renders into a customized chatbox when added to an HTML page.