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You’ll meet these words all over the product. Learn them once and the rest of the docs click into place.

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Workspace

A workspace is your company’s space in Keloa — one per business. It holds every conversation, every contact, every AI agent and every knowledge source. Everything is scoped to the workspace; teammates you invite see only this workspace’s data. You can belong to multiple workspaces (for example an agency with several clients) and switch between them from the workspace menu in the sidebar.

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Contact

A contact is a person who has messaged you — identified by their email, phone number, or webchat session. Contacts are merged when we can confidently tell it’s the same person (same email across channels, for example). Contacts can optionally belong to a Company. See Contacts.

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Conversation

A conversation is a thread with one contact on one channel. It has a status (open, pending, resolved), optional tags, an assignee, and a list of messages. Inbound messages from any channel land as a conversation in your Inbox.

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Channel

A channel is a connection between Keloa and an outside system that carries messages — webchat, email, WhatsApp, Instagram, Messenger, or Shopify. Each channel has a status (connected, pending setup, disconnected) and can be bound to an AI agent. See Channels.

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AI agent

An AI agent is the personality and brain behind automated replies. Each agent has:
  • a name and greeting
  • a system prompt that shapes voice, scope, and rules
  • a set of knowledge sources it can draw from
  • tools it’s allowed to use (e.g. look up a Shopify order, hand off to a human)
You can have several agents — e.g. one for pre-sales, one for order support — and attach different agents to different channels or flows. See AI agents.

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Knowledge

Knowledge is the content your AI is allowed to answer from. Four kinds of sources:
  1. Website crawl — paste a URL, we crawl and index it
  2. File upload — PDFs, DOCX, TXT, Markdown
  3. Text snippet — paste any plain text
  4. Q&A pairs — write canonical question/answer rows
Every source belongs to a specific agent, so you can scope what each agent knows. No knowledge = generic answers; good knowledge = accurate, cited answers. See Knowledge.

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Flow

A flow is a visual automation — a graph of nodes that runs when something happens. Triggers (message received, conversation opened, …), Conditions (if tag is “VIP”), Messages (auto-reply), Actions (tag, set priority), Handoff (route to a teammate), Resolve (mark solved, ask for CSAT). Use flows to route, tag, escalate, or auto-reply with deterministic logic on top of your AI agent. See Flows.

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Macro

A macro is a saved reply. Type / in the inbox composer to insert one. Great for the 10 replies you send every day. See Macros.

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Assignment rule

An assignment rule decides which teammate a new conversation goes to, based on channel, tag, language or intent. Rules run top-down — the first match wins. See Assignment rules.

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Credits

An AI credit is roughly one round-trip with the AI (one message in, one reply out). Each plan includes a monthly allowance; overages roll over or can be topped up. See Usage & credits.

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How they fit together

Visitor ──► Channel ──► Conversation ──► AI agent ──► Reply
                            │                │
                            │                └── draws from ── Knowledge
                            │
                            └── may trigger ── Flow ──► Handoff to teammate
A visitor sends a message on a channel. It becomes a conversation in your inbox. An AI agent replies, pulling answers from its knowledge. A flow may tag it, escalate it, or hand it off. A teammate resolves it. That’s Keloa.