> ## Documentation Index > Fetch the complete documentation index at: https://ago.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Glossary > Technical terms and concepts used in AGO documentation Technical terms and concepts used throughout AGO documentation. *** ## A ### Access Control Rule A configuration that automatically assigns permissions or agents to users based on criteria like email domain, specific email address, or custom metadata (additional info). See [Access Control Rules](./users/access-control-rules). ### Account Manager A user role that can manage specific organizations and their users without full staff privileges. Account managers see analytics and users only for organizations they are assigned to. ### Additional Info Custom metadata stored on a user record, often populated from JWT claims during widget authentication. Used by access control rules for dynamic permission assignment. ### Agent An AI-powered assistant configured with knowledge sources, tools, and behavior settings. Agents process user messages and generate responses. See [Agents](./agent/agents). ### Agent-as-Tool A feature allowing one agent to invoke another agent as a tool, enabling workflows where a general agent delegates to domain experts. See [Agent Invocation Tool](./tools/agent-invocation-tool). ### API Key A secret token used for authenticating API requests. Generated in the admin interface and included in request headers. See [API Key Authentication](./security/api-key-authentication). *** ## B ### Background Agent An agent type that processes requests asynchronously. Suitable for long-running tasks like report generation or complex analysis. *** ## C ### Chunk A segment of a document created during knowledge source processing. Documents are split into chunks for efficient search and retrieval. ### Connector An integration that syncs data between AGO and external platforms. Types include: * **Knowledge Connectors**: Import documentation (Notion, Confluence, Zendesk Guide, etc.) * **Ticketing Connectors**: Sync tickets (Zendesk, HelpScout, HubSpot) * **Communication Connectors**: Handle messages (Slack, WhatsApp, Messenger) See [Knowledge Connectors](./data-connector/knowledge-connectors). ### Conversation Starters Clickable buttons displayed on the chat home page that let users start a conversation with a single click. Each starter sends a pre-defined message, reducing friction and guiding users toward common topics. See [Conversation Starters](./features/conversation-starters). ### CX Score A 0–100 quality metric calculated by the Thread Evaluator after each conversation. Measures five dimensions: resolution quality, response coherence, tone, efficiency, and customer effort. Visible in the conversation sidebar and on the performance dashboard. See [CX Score](./features/cx-score). *** ## D ### Display Name The user-facing name shown for an agent in the chat interface, as opposed to the internal name used for identification and API calls. ### Document Type A category assigned to knowledge documents that determines which quality rules apply. Aligned with documentation frameworks (e.g., tutorial, how-to, reference, explanation). Used by the Knowledge Quality system to evaluate content. See [Knowledge Quality](./features/knowledge-quality). *** ## E ### Embedding A way of representing text as numbers so that similar content can be found by meaning rather than exact keywords. AGO converts documents and queries into embeddings to power semantic search. *** ## H ### Home Page The landing page users see when opening the chat widget or knowledge portal. Admins can customize it with conversation starters, quick links, and curated resources. See [Home Page Management](./features/agents-homepage-selection). *** ## I ### Invisible Router A transparent routing system that directs conversations to specialized agents without the user seeing a handoff. The routing agent picks the best sub-agent based on the user's question, and the conversation continues as if the user were talking directly to that agent. See [Agents](./agent/agents). *** ## J ### JWT (JSON Web Token) A compact, URL-safe token format used for authentication. AGO supports JWT-based widget authentication where user claims can be extracted for access control. See [Widget Authentication](./security/widget-authentication). *** ## K ### Knowledge Source A connected repository of content that agents can search and reference. Examples include Notion workspaces, Confluence spaces, Zendesk help centers, and uploaded files. See [Knowledge Connectors](./data-connector/knowledge-connectors). *** ## L ### LLM (Large Language Model) The AI model that generates agent responses. AGO supports multiple LLM providers and allows per-agent model configuration. *** ## M ### MCP (Model Context Protocol) A standardized protocol that lets external systems provide tools and capabilities to AGO agents. MCP connections are tracked with dedicated analytics (call metrics, errors, duration). See [MCP Tool API](./api/mcp-tool-api). *** ## O ### Organization A tenant entity in AGO's multi-tenant system. Organizations have isolated data and can be linked to users via email domains. See [Organization Management](./api/public-api-v1). *** ## P ### Permission A named group that controls access to agents, tools, or features. Users are assigned to permission groups, and agents are made visible to specific groups. ### Pinned Document A document that is always included in an agent's context, regardless of how relevant it is to the current query. Useful for critical policies or FAQs. ### Pre-chat Form A form displayed before the chat begins that collects user information or qualifies users by asking a question with answer options. Each answer option can assign a permission that controls which agents the user sees. See [Pre-chat Form](./features/pre-chat-form). ### Prompt Template A reusable set of instructions that controls an agent's behavior, tone, and response format. Prompt templates can be versioned and shared across agents. See [Prompt Templates](./features/prompt-templates). *** ## R ### RAG (Retrieval-Augmented Generation) The process of searching your knowledge base for relevant documents before generating a response. This grounds the agent's answers in your actual content rather than general knowledge. ### Reasoning Agent An agent type with extended reasoning capabilities that performs multiple reasoning steps for complex, multi-part problems. ### Reranker A secondary model that re-orders retrieved documents by relevance after the initial search. Improves response accuracy by surfacing the most relevant content first. *** ## S ### Satisfaction Feedback A feature that collects user feedback (thumbs up/down or smiley ratings) after agent responses. Negative feedback can trigger actions like ticket creation. See [Feedback Analytics](./features/feedback-analytics). ### SDK (Software Development Kit) The AGO JavaScript SDK (`@useago/sdk`) for building custom chat interfaces. Provides client libraries, React hooks, and pre-built components. See [JavaScript SDK](./features/sdk-integration). ### Search Lab A debugging tool in AI Studio that lets you test document retrieval for specific queries. Shows which documents and chunks the agent would find, helping you diagnose relevance issues. ### Source Attribution Citations shown alongside agent responses that identify which documents contributed to the answer. Lets users verify information against the original source. ### SSE (Server-Sent Events) A web standard for streaming data from server to client. AGO uses SSE to stream agent responses in real-time so users see text as it is generated. ### Staff User A user with administrative privileges who can manage agents, knowledge sources, organizations, and system configuration. ### Suggested Actions AI-generated clickable reply options shown during a conversation. Instead of a long answer, the agent presents 2–4 options the user can click, plus a text input for custom replies. See [Suggested Actions](./features/suggested-actions). *** ## T ### Temperature An LLM parameter controlling response randomness. Lower values (0.0–0.3) produce consistent, deterministic responses; higher values (0.7–1.0) allow more variation. ### Thread A conversation between a user and an agent, containing multiple messages. Threads maintain context across the interaction. ### Thread Evaluator An automated system that analyzes completed conversations and generates a CX Score with dimensional breakdowns, review flags, and improvement suggestions. Runs daily to assess conversation quality. See [Thread Evaluator](./features/thread-evaluator). ### Tool An action that agents can perform during a conversation — creating tickets, calling APIs, sending emails, searching with specific parameters, or invoking other agents. See [Tools](./features/tools). ### Topic Analyzer An AI-powered system that automatically assigns topics to conversations, enabling filtering and analytics by subject area without manual labeling. Previously called Thread Tagger. See [Topic Analyzer](./features/thread-tagger). ### Trigger An automation rule that executes actions when conditions are met: * **Ticket Triggers**: fire on ticket creation or update * **Thread Triggers**: fire on conversation events See [Triggers](./features/triggers-feature). *** ## U ### User Memory Cross-session memory that stores facts about users (preferences, past issues, product context) extracted from conversations. Agents use this to provide personalized support without requiring users to repeat information. See [Agent Memory](./features/agent-memory). *** ## V ### Viewer A read-only admin role. Viewers can see conversations, dashboards, and documents, but cannot change configuration or settings. *** ## W ### Widget An embeddable chat interface for websites and applications. Configured via a JavaScript snippet and supports customization of colors, layout, and behavior. See [Widget Configuration](./features/widget-configuration-admin). ### Webhook An HTTP callback that AGO receives from external services. Used for integrations like Slack (message events) and Zendesk (ticket events). *** ## Related Documentation * [Platform Overview](./overview) — AGO architecture and components * [Quickstart](./quickstart) — get started in 5 minutes * [Security Overview](./security/security) — authentication methods