Terminology Glossary
Key terms used in Goldilocks and alternate ways people may refer to them when asking for help
This glossary defines every key term in Goldilocks and maps them to the many ways people may describe things when asking for help. Use this when interpreting support questions -if someone asks about "tags", they mean Signals; if they say "knowledge base" they may mean Help Center or Training depending on context.
Core Concepts
Help Center
What it is: Your public help site where visitors browse articles, search documentation, and get answers before or alongside chatting with your AI. Includes curated articles, search, and customisable branding (logo, colours, layout). Distinct from Training: Help Center is the public-facing site; Training is the internal knowledge that powers the AI.
Alternate terms: docs, documentation, knowledge base, KB, help docs, documentation site, public help, help site, support centre, help centre, help portal.
Where to manage: Settings → Help Center.
Agent
What it is: The AI that answers questions in your chat widget. It uses your Training (documents, FAQs, Help Center articles) and Persona (personality, tone) to respond in your brand voice. The "brain" that powers the conversational experience.
Alternate terms: bot, chatbot, AI, assistant, support bot, chat agent, virtual agent, AI assistant, customer service bot, automated support.
Where to manage: Settings → Personas (personality), Training (knowledge).
Contact
What it is: The person (end user) who chats with your agent. Can be anonymous or identified via your SDK (e.g. email, user ID, name). Each row in Chats represents one contact and their conversation history.
Alternate terms: customer, user, visitor, end user, chat user, prospect, client.
Where to see them: Chats.
Context
What it is: Data you pass into the agent to personalise replies -e.g. the contact's name, plan, company, or custom fields from your app. The AI uses this to tailor responses (e.g. "Hi {{firstName}}, for your {{plan}} plan..."). Passed via Installation/SDK when initialising the chat.
Alternate terms: user data, personalisation, profile data, custom data, contact attributes, merge fields, dynamic data, customer info, user attributes.
Where to manage: Installation / SDK configuration, AI Agents → Context. See User Data.
Signals
What it is: Classification labels for conversations -topics or themes the AI detects or you apply, such as "billing", "returns", or "technical support". Used to categorise Chats, power Insights charts (e.g. "Top Signals"), and trigger Workflows. Applying a signal is often called "tagging" a conversation.
Alternate terms: tags, labels, categories, topics, conversation tags, chat labels, classifications, pain points.
Where to manage: Insights → Contact Signals. Assign in Chats → Info panel, or via Workflows. See Signal Tags.
Skills
What it is: Powerful integrations that allow your agent to execute actions precisely, such as looking up an order, fetching a customer's balance, or processing a refund. Skills enhance workflows by enabling the AI to retrieve real-time data or trigger automated, deterministic tasks. For actions requiring human oversight, you can configure Action Approvals and Logical Conditions Builder rules.
Alternate terms: actions, tool calls, integrations, tasks, automated tasks, executions, marketplace apps.
Where to manage: Skills Marketplace. See Skills Overview.
Conversations & Inbox
Chats (Conversations)
What it is: Your inbox for all contact interactions with the AI. A master-detail view to review, manage, and take action on conversations. Includes filters (All, Active, Unread, Resolved), search, and the full message timeline.
Alternate terms: conversations, chat inbox, messages, tickets, support tickets, chat history, conversation list, inbox.
Where to access: Chats in the left sidebar, or Viewing Chats.
Activity Stream
What it is: A smart feed on the Dashboard showing recent conversations, prioritised by what needs attention first (escalations, then resolved, then other). Click any item to jump to that conversation in Chats.
Alternate terms: recent activity, activity feed, recent chats, latest conversations, feed.
Where to see it: Dashboard (Home).
Escalation
What it is: Handing off a conversation from the AI to a human. When a contact asks to "talk to a person" or similar, an Escalation workflow runs to collect info and notify your team. The conversation is marked as escalated.
Alternate terms: hand off, transfer to human, talk to a person, live support, human support, handover, transfer to agent.
Where to manage: Settings → Escalation, or Workflows (Escalate type).
Resolved / Resolution
What it is: A conversation marked as complete. Resolution Rate is the percentage of conversations the AI handled without escalation -a key metric on the Dashboard.
Alternate terms: closed, complete, done, finished; resolution rate = success rate, automated resolution rate, AI resolution.
Internal Notes
What it is: Private notes added to a conversation, visible only to your team. Used to flag follow-ups, record context, or leave instructions for teammates.
Alternate terms: notes, team notes, private notes, internal comments.
Where to add: Chats → open conversation → Notes.
Training & Knowledge
Training
What it is: The knowledge you give the AI -documents (PDF, text, URLs) and FAQs. This is what the AI retrieves to answer questions. Distinct from Help Center: Training feeds the AI; Help Center is the public article site (which can also power the AI if you have Help Center articles).
Alternate terms: knowledge, documents, FAQs, training data, knowledge base content, AI knowledge, bot training, feeding the AI.
Where to manage: Training → Knowledge.
Knowledge Items
What it is: The total count of documents plus FAQs (and optionally Help Center articles) that power your AI. Shown on the Dashboard as a KPI.
Alternate terms: knowledge base items, training content count, docs count, FAQ count.
Documents
What it is: Uploaded or linked content (PDF, text, URLs) that the AI uses to answer questions. Part of Training.
Alternate terms: docs, knowledge base documents, training docs, uploaded files.
FAQs
What it is: Question-and-answer pairs you create for the AI. Often used for common support questions. Part of Training.
Alternate terms: FAQ, frequently asked questions, Q&A, knowledge base FAQs.
Personas & Behaviour
Persona
What it is: A persona defines your AI agent's identity—its personality, tone, and behaviour. Each persona has a name, description, and system prompts that shape how the AI responds. You can have multiple personas (e.g. sales vs support) and scope Workflows to specific ones.
Alternate terms: AI personality, bot personality, assistant personality, chatbot character, tone of voice, AI behaviour.
Where to manage: AI Agents > Personas, or Creating Personas.
Workflows & Automations
Workflows
What it is: Automations that trigger during conversations based on contact intent or AI decisions. Can send webhooks, trigger Zapier/Make, escalate to humans, apply Signals (tags), or send custom replies.
Alternate terms: automations, integrations, triggers, webhooks, Zapier, Make, automation rules, rules.
Where to manage: Settings → Workflows.
Workflow Types
| Type | What it does | Alternate terms |
|---|---|---|
| Escalate | Hand off to human support | escalation, handover |
| Webhook | Send HTTP request to a URL | webhook, API call, custom integration |
| Zapier | Trigger a Zapier automation | Zapier, Zap |
| Make | Trigger a Make scenario | Make, Integromat |
| Tag | Apply a Signal to the conversation | tag workflow, apply tag |
| Custom Reply | Send a specific scripted response | custom message, canned response |
Dashboard & Metrics
Dashboard (Home)
What it is: Your command centre -the main admin view showing AI Health Score, KPI cards, Activity Stream, and Suggestions from Your AI. The first thing you see after logging in.
Alternate terms: home, overview, main page, admin home.
Where to access: Home in the left sidebar, or Understanding Your Dashboard.
AI Health Score
What it is: A 0–100 metric showing overall AI performance. Combines Resolution Rate (40%), Knowledge Coverage (30%), and Response Quality (30%). Colour-coded: green (80+), amber (60–79), orange (40–59), red (0–39).
Alternate terms: health score, AI performance, bot health, AI score.
Resolution Rate
What it is: The percentage of conversations the AI handled without escalation. A key component of AI Health Score.
Alternate terms: success rate, automated resolution, AI resolution rate.
Knowledge Coverage
What it is: The percentage of AI responses that used your Training (documents, FAQs) to ground the answer. Part of AI Health Score.
Alternate terms: knowledge usage, how often the AI uses my docs.
Satisfaction
What it is: Contact satisfaction rate based on feedback (thumbs up/down) given on AI responses. Shown as a KPI on the Dashboard.
Alternate terms: feedback, ratings, thumbs up/down, NPS.
Daily Rundowns
Daily Rundown
What it is: An AI-generated summary of yesterday's conversations, with suggested actions to improve your AI. Delivered on a schedule (daily, weekly, or monthly). Think of it as a morning briefing from your AI support manager.
Alternate terms: daily summary, AI report, morning briefing, suggestions from AI, rundown tips, AI suggestions.
Where to access: Insights → Rundowns, or Dashboard → Suggestions from Your AI.
Rundown Tips / Suggestions from Your AI
What it is: Action items from your latest rundown, surfaced on the Dashboard. E.g. "Add FAQ about billing cycles" or "Include troubleshooting steps for widget installation". Can be marked actioned, rejected, or used to create FAQs quickly.
Alternate terms: AI suggestions, improvement suggestions, rundown actions.
Installation (Widget)
Installation
What it is: The menu where you customise and deploy the chat interface you embed on your website or app. The floating chat bubble or popup where contacts interact with your agent. Requires an embed script or SDK integration.
Alternate terms: chat widget, popup, chat bubble, embed, chat embed, integration code, floating chat.
Where to get: Installation → Embed Code.
Help Center (Detail)
Help Center Articles
What it is: Curated articles published on your public Help Center. Can be written manually or with AI assist. Visitors browse and search these before or alongside chatting.
Alternate terms: help articles, docs articles, knowledge base articles, KB articles, documentation pages.
Where to manage: Help Center → Articles.
Help Center Sections
What it is: Categories that organise Help Center articles (e.g. "Getting Started", "Billing", "Troubleshooting").
Alternate terms: help sections, doc categories, KB sections.