Agent terms
| Term | On screen | What it means |
|---|---|---|
| Agent | Agent | One assistant: its prompt, its knowledge, its tools and the channels it answers on. The unit everything else attaches to. |
| System prompt | System prompt, in the Behaviour panel on Configure | Standing instructions about how to behave. Sent with every exchange. Not the place for facts. See System prompt. |
| First message | First message | What the agent opens with, before the customer has said anything. Older wording called this the greeting. |
| Disclaimer | Disclaimer | A standing line shown before the first message, saying replies are generated. Off until you turn it on. |
| Chat mode | Text only, Voice only, Text and voice | Which controls the website widget shows. It does not change what the agent knows or can do. |
| Appearance | Appearance | The widget’s launcher, color, logo, label and starter prompts. See Appearance. |
| Builder | Builder | The conversation that configures an agent for you. The agent sections remain available for exact edits. |
Knowledge terms
| Term | On screen | What it means |
|---|---|---|
| Knowledge | Knowledge | Everything an agent may answer from. Two kinds: files picked from your library, and websites saved on the agent. |
| Source | Files, Websites | One file or one website address you added. |
| Index | Index, with a state beside it | The searchable form of your sources. Rebuilt from scratch whenever you save. |
| Index state | Pending, Indexing, Ready, Failed | One state for the whole agent, not one per source. See Indexing states. |
| Passage | A result in a trace | A fragment of a source. Retrieval returns passages rather than whole documents, which is why a long price list costs nothing to keep. |
| Retrieval | Searching the index for the passages that match a question, and sending only those to the model. | |
| Retrieval trace | The panel on the Knowledge tab | A search you run yourself, showing what retrieval returns and where each passage came from. See Retrieval trace. |
| Top K | Top K | How many passages a trace asks for. One to twelve, eight by default. |
| Grounding | The rule that an agent may only present something it can point at a source for. |
Tool terms
| Term | On screen | What it means |
|---|---|---|
| Tool | Tools | Anything the agent can call during a conversation. Covers all three kinds below. |
| Action | Action | One HTTP request to an endpoint of yours, shaped field by field. See HTTP actions. |
| MCP server | MCP server | A server that publishes its own set of tools. A wider grant than a single action. |
| Connector | Integrations | A service Duvi already knows how to talk to, such as Shopify or Stripe. See Connectors. |
| Value source | Ask the customer, Fixed value, From the signed-in customer, From your website, Stored key | Where one field on a tool call gets its value. The setting that decides whether a customer can read another customer’s record. |
| Stored key | Stored key | A secret saved once against an agent, referenced by name afterwards and never shown again. |
| Page variable | variables on the embed element | Context your own page hands the widget. Visible to the visitor, so never proof of anything. |
Channel and access terms
| Term | On screen | What it means |
|---|---|---|
| Channel | Website, Phone, WhatsApp | How a conversation reaches the agent. |
| Widget | Website | The script tag and element you paste on your own pages. See Website widget. |
| Agent id | The id in the snippet | Names which agent answers. Public, and not a credential. See The agent id is public. |
| Allowed domains | Allowed domains | The domains permitted to open a conversation. An empty list allows every site. Older wording called these allowed origins. |
| Access | Anyone, Only signed-in visitors | Who may open a conversation at all. |
| Customer identity | Customer identity | Signed proof from your own server about who the visitor is. The only thing that counts as proof. See Customer identity. |
| Saved details | Leads | Whatever the customer typed or said. Useful, and proof of nothing. |
Conversation terms
| Term | On screen | What it means |
|---|---|---|
| Conversation | Conversations | One exchange with one customer, kept in full. |
| Lead | Leads | A conversation the agent came away from with an email address or a phone number. See Leads. |
| Outcome | Resolved, Unresolved, Enquiry taken, Abandoned, Off topic | What the conversation was. Exactly one per conversation. |
| Issue | Made something up, No answer, Wrong information, Off topic reply, Repeated itself, Poor formatting | What went wrong. Any number per conversation, including none. |
| Quality score | A number out of five | Duvi’s assessment of the conversation. Not the same as the star rating, which is the customer’s. See Answer quality. |
| Credit | Credits | The unit the account is billed in. One balance for every agent and every channel. See Credits. |