> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kaisupport.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Glossary
> Every term Kai uses, in one short definition each.
Kai uses one name for one thing. This page holds every name.
## Kai terms
| Term | What it means |
| ----------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Account owner** | The teammate who owns a [contact](/concepts/contacts). A new conversation from that customer goes to the owner while it is unassigned. See [Account owners](/concepts/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](/concepts/attributes). |
| **Autopilot** | A [mode](/product/modes) 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](/product/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](/concepts/contacts). |
| **Conversation flow** | The steps Kai follows in one situation, such as a price request. |
| **Copilot** | A [mode](/product/modes) 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](/concepts/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](/product/channels#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
The pipeline from an export to a live reply.
Ten rules for the first weeks.