# Source: https://docs.asapp.com/agent-desk/virtual-agent/glossary.md

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.asapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

|                                       |                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| :------------------------------------ | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Term**                              | **Definition**                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| **Agent Node**                        | A flow node used to direct customers to a live agent.                                                                                                                                                                                                                                                                                                                                                                                                              |
| **AI-Console**                        | A web-based application for managing your implementation of ASAPP's virtual agent.                                                                                                                                                                                                                                                                                                                                                                                 |
| **AMB**                               | See "Apple Messages for Business"                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| **Ambiguous Utterance**               | Customer utterances characterized by having multiple distinct meanings like "My battery died." This contrasts with "vague" utterances which are characterized by having broad, but still distinct meaning (e.g. "Phone issue").                                                                                                                                                                                                                                    |
| **Apple Messages for Business (AMB**) | Offers the ability for customers to chat with businesses directly in the Apple Messages app. Includes dedicated uis to facilitate more efficient interactions than would be possible using traditional SMS, as well as support for highly impactful entry points in Siri Suggestions and chat intercepts for customers who tap on phone numbers while on their iOS device. Learn more at: [apple.com/ios/business-chat](https://www.apple.com/ios/business-chat/). |
| **ASAPP Team**                        | Your direct representatives at ASAPP, inclusive of your assigned Solutions Architect, Customer Success Manager, and Implementation Manager.                                                                                                                                                                                                                                                                                                                        |
| **Business Flow**                     | Business Flows resolve customer needs as indicated by their intent. This contrasts with "Non-Business Flows," which serve more generic purposes such as greeting a customer, disambiguating an utterance, or enabling customers to log in or connect with an agent.                                                                                                                                                                                                |
| **Chat SDKs**                         | Embeddable chat UI that ASAPP offers for web, iOS, and Android applications. Each SDK supports quick replies, rich components and various other content interactions to facilitate conversations between businesses and their customers.                                                                                                                                                                                                                           |
| **Classification**                    | Refers to the process of classifying the customer's intent by analyzing the language they use.                                                                                                                                                                                                                                                                                                                                                                     |
| **Containment**                       | The success rate of the virtual agent prevents human interaction.                                                                                                                                                                                                                                                                                                                                                                                                  |
| **Core Dialog**                       | Refers to the settings that define how the virtual agent behaves in common dialog scenarios like initial welcome, live chat enqueuement, digressions (triggering a new intent in the middle of a flow), and error handling.                                                                                                                                                                                                                                        |
| **Customer**                          | Your customer who is engaging with your virtual agent.                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Customer Channels**                 | The set of UIs and applications that your customers can use to engage with your business. Includes chat SDKs, Apple Messages for Business, SMS, etc.                                                                                                                                                                                                                                                                                                               |
| **Deeplinks**                         | Links that send users directly to a web page or to a specific page in an app.                                                                                                                                                                                                                                                                                                                                                                                      |
| **Dialog Turns**                      | The conversational steps required for a virtual agent to acquire the relevant information from the end-user.                                                                                                                                                                                                                                                                                                                                                       |
| **Disambiguation**                    | The process whereby the virtual agent gets clarification from the consumer on what the customer's message means. Disambiguation is often triggered when the customer's message matches multiple intents.                                                                                                                                                                                                                                                           |
| **End Node**                          | The flow node used to end a flow and trigger end SRS options (See: Semantic Response Score)                                                                                                                                                                                                                                                                                                                                                                        |
| **Enqueuement**                       | Refers to the process where a customer is waiting in queue to chat with a live agent.                                                                                                                                                                                                                                                                                                                                                                              |
| **Flow**                              | Flows define how the virtual agent interacts with the customer given a specific situation. They are built through a series of nodes.                                                                                                                                                                                                                                                                                                                               |
| **Flow Success**                      | Metric to accurately measure whether a customer has successfully self-served through the virtual agent.                                                                                                                                                                                                                                                                                                                                                            |
| **Free Text**                         | The unstructured customer utterances that can be freely typed and submitted without Autocomplete or quick replies.                                                                                                                                                                                                                                                                                                                                                 |
| **Insights Manager**                  | The operational hub through which users can monitor traffic and conversations in real time, gain insights through Historical Reporting, and manage queues and queue settings. Learn more in the [Insights Manager overview](../insights-manager "Insights Manager").                                                                                                                                                                                               |
| **Intent**                            | Intents are the set of reasons that a customer might contact your business and are recognized by the virtual agent when the customer first reaches out. The virtual agent can also understand when a user changes intent in the middle of a conversation (see: digressions).                                                                                                                                                                                       |
| **Intent Code**                       | Unique, capitalized identifier for an intent.                                                                                                                                                                                                                                                                                                                                                                                                                      |
| **Intent Routes**                     | The logic that determines what will happen after an intent has been recognized.                                                                                                                                                                                                                                                                                                                                                                                    |
| **Library**                           | The panel that houses content that can be used within intent routing and flows.                                                                                                                                                                                                                                                                                                                                                                                    |
| **Login Node**                        | A flow node used to enable customer authentication within a flow.                                                                                                                                                                                                                                                                                                                                                                                                  |
| **Multi-Turn Dialog**                 | Questions that should be filtered or refined to determine the correct answer.                                                                                                                                                                                                                                                                                                                                                                                      |
| **Node**                              | Functional objects used in flows to dictate the conversation as well as any business logic it needs to perform.                                                                                                                                                                                                                                                                                                                                                    |
| **Queue**                             | A group of agents assigned to handle a particular set of issues or types of incoming customers.                                                                                                                                                                                                                                                                                                                                                                    |
| **Quick Reply**                       | The set of buttons that customers can directly choose to respond to the virtual agent.                                                                                                                                                                                                                                                                                                                                                                             |
| **Redirect Node**                     | A flow node used to link to other flows.                                                                                                                                                                                                                                                                                                                                                                                                                           |
| **Response Node**                     | A flow node used to configure virtual agent responses, send deeplinks, and classify what customers say in return.                                                                                                                                                                                                                                                                                                                                                  |
| **Response Routes**                   | On a response node, the set of routes defined to classify a customer response and branch accordingly. Users will define the training data and quick reply text for each type of response.                                                                                                                                                                                                                                                                          |
| **Routing (within flows)**            | On any given node, the set of rules that determine what node the virtual agent should execute next.                                                                                                                                                                                                                                                                                                                                                                |
| **Self-Serve**                        | Regarding the virtual agent, self-serve refers to cases where the virtual agent helps a customer resolve their issue without the need for human agent intervention.                                                                                                                                                                                                                                                                                                |
| **Semantic Response Score (SRS)**     | Options presented at the end of a flow to help gauge whether or not the virtual agent met the customer's needs.                                                                                                                                                                                                                                                                                                                                                    |
| **User**                              | Refers to the user of AI-Console. Users of the chat experience are referred to as "customers."                                                                                                                                                                                                                                                                                                                                                                     |
| **Vague Utterance**                   | Customer utterances characterized by having broad, but still distinct meaning (e.g. "Phone issue"). This contrasts with "ambiguous" utterances which are characterized by having multiple distinct meanings like "My battery died."                                                                                                                                                                                                                                |
| **Virtual Agent**                     | The ASAPP "Virtual agent" is chat-based, multi-channel artificial intelligence that can understand customer issues, offer self-service options, and connect customers with live agents when necessary.                                                                                                                                                                                                                                                             |