Core concepts & glossary

A quick reference for the vocabulary used throughout AnswerRidge.

Workspace (tenant)

Your isolated environment: your branding, knowledge base, inbox, team and settings. Agencies can run many workspaces side by side. Everything in the product is scoped to a workspace.

Conversation & ticket

A conversation is a thread with a customer on any channel (chat, email, WhatsApp, SMS). A ticket is a trackable unit of work with a status, assignee, priority and SLA. Chats can convert into tickets when they need follow-up.

Knowledge base & help center

The knowledge base is your articles, categories and FAQs. The help center is the public, branded site that renders them. The same content is what the AI retrieves to answer questions.

AI agent

The retrieval-augmented assistant that answers from your knowledge base. It can run on the widget, draft email replies (auto-reply), and fully resolve simple tickets (auto-resolve), with confidence thresholds you control.

Procedures (AI workflows)

Step-by-step playbooks that tell the AI exactly what to do for specific situations (e.g. "late refund request" → add internal note → escalate to a human). See Guardrails, escalation & auto-resolve.

Knowledge gap

A logged question the AI couldn't confidently answer. Gaps tell you which article to write next, closing the loop between support volume and documentation.

Embedding

A numeric representation of a piece of text used for semantic search. When you publish an article, AnswerRidge embeds it so the AI can find it by meaning, not just keywords.