Kai terms
| Term | What it means |
|---|---|
| Account owner | The teammate who owns a contact. A new conversation from that customer goes to the owner while it is unassigned. See Account owners. |
| Answer library | The part of the Brain that holds one entry per question your customers ask, with the other ways they ask it. |
| Attribute | A field your workspace keeps on every contact, such as Package. You define it once, then fill it. See Workspace attributes. |
| Autopilot | A mode where Kai sends a reply without a person. It sends only what the scope allows, and the other gates still hold. |
| Brain | Everything Kai learned from your history: the answer library, the conversation flows, the human handoff rules, the communication rules, the brand voice and the current information. It is versioned. |
| Brand voice | The part of the Brain that holds your greetings, your sign-offs and the phrases to avoid. |
| Channel | One connection between Kai and a place customers write. Intercom and WhatsApp Cloud today. See Channels. |
| Communication rule | A rule in the Brain about what Kai must never say. |
| Contact | One customer: the core details, the attributes, and the account owner. See Contacts. |
| Conversation flow | The steps Kai follows in one situation, such as a price request. |
| Copilot | A mode where Kai writes a draft and a coaching note, and a person sends it. Nothing reaches a customer unread. |
| Corpus | The past conversations you imported. Kai compiles a Brain from it. |
| Current information | The live values Kai may quote, such as a price or a payment link. It is not part of a Brain version, so a change applies to the next reply with no review and no publish. |
| Draft | A reply Kai wrote for a person to send. Kai drafts instead of sending whenever a gate holds the reply back. |
| Escalation | Kai hands the conversation to a teammate instead of answering. |
| Groundedness | The rule that a number in a reply must appear in current information, in a non-volatile answer, or in the conversation itself. If it does not, the reply becomes a draft. |
| Human handoff | The part of the Brain that holds the conditions where Kai must stop and let a person answer. |
| Identity | One handle that belongs to a contact: an email address or a phone number. Kai matches on it exactly, and never merges two contacts on a guess. See Identity. |
| Import | An upload of chat export files, and the compile that follows it. |
| Intent | What a customer is asking for. Kai classifies each message into one, and a conversation flow is written per intent. |
| Placeholder | What Kai writes in place of a phone number, an email address or a payment reference. It is applied during the import, before any model reads a word. |
| Published | A Brain version that channels may answer from. A published version cannot be edited: Edit as a new draft opens a copy. |
| Review queue | The list of Brain items waiting for a decision. You approve, edit or reject each one. Items badged Blocks publishing come first. |
| Source | One surface inside a channel, such as Messenger, WhatsApp, email or SMS in one Intercom workspace. Each source can carry its own mode. |
| Takeover | A person replies on a conversation, so Kai stops acting on it. The conversation stays with your team. |
| Template | A message that Meta approved. WhatsApp needs one to write outside the 24-hour window. See Message templates. |
| Workspace | One company in Kai: its people, its channels, its Brain and its contacts. |
Turkish terms in the sample screenshots
These are not Kai features. Every screenshot in this documentation comes
from a sample workspace: a Turkish exam-coaching company. The words below
appear in its conversations. They are listed here so the screenshots read
clearly.
| Term | What it means |
|---|---|
| YKS | The Turkish university entrance examination. |
| LGS | The Turkish high-school entrance examination. |
| koç / koçluk | Coach, and coaching. The product that company sells. |
| ön görüşme | The pre-sales introduction call. |
| mezun | A student who left school and prepares for the examination for another year. |
| dekont | The receipt for a bank transfer. |
| veli | A parent. In that market the parent often pays, while the student uses the service. |
Next
How Kai works
The pipeline from an export to a live reply.
Best practices
Ten rules for the first weeks.