Glossary
| Term | Meaning |
|---|---|
| Agent | AI support participant that answers from attached workspace context. |
| API context | Source material Woes uses for grounded answers. |
| Channel | Live chat, email, or Discord as a source of customer conversations. |
| Client Portal | Customer-facing portal for issue visibility and account support work. |
| Conversation | Shared thread model for customer messages and replies. |
| Customer presence | Recent widget activity that helps operators see where a customer is active. |
| CSAT | Customer satisfaction survey scored 1 to 5. |
| NPS | Promoter survey scored 0 to 10. |
| Issue | Durable support work item, standalone or linked to a conversation. |
| Source | Documentation, spec, repository, schema, or examples ingested into Woes. |
| Updates | Product notes and announcements published to the widget Updates tab. |
| Widget key | Public identifier used by the live chat widget. |
| Widget identity proof | Server-generated HMAC or JWT proof used to verify a widget visitor. |
| API key | Private woesk_ workspace secret used by authenticated REST API routes. |
| API key scope | Resource/action permission that limits what a workspace API key can call. |
| Takeover | Operator action that moves an AI-handled conversation to human reply. |
| Context learning | Agent tuning pass that creates a learned operating brief from attached sources. |
| Macro | Reusable operator reply and optional ticket action. |
| Automation | Workflow rule with kickoff events, conditions, delays, and actions. |
| Internal note | Operator-only note attached to a conversation or issue. |