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. |
| Effort | Effort, under Thinking on Configure | How long the model reasons before it replies. Higher is slower and costs more. The levels depend on the model. See Thinking effort. |
| Show thinking | Show thinking, under Thinking on Configure | Shows customers on your website a summary of the model's reasoning while it works. Off until you turn it on, and never on phone or WhatsApp. See Show thinking. |
| 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. |
| Withheld message | [message withheld: …] in the transcript | A customer message Duvi kept from the model, because it looked like an attempt to take over the agent or the model declined it. The original text is not kept. See Withheld messages. |
| 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. |
Team terms
| Term | On screen | What it means |
|---|---|---|
| Handover | Handover | An agent passing one conversation to a person on your team, with a summary. See Human handover. |
| Organization | Organizations | A team that answers conversations together, with its own members, roles, routing and hours. See Organizations. |
| Member | People | One person in an organization. Holds exactly one role. |
| Role | Owner, Supervisor, Agent, Auditor, or a custom name | What a member can see and do. The Agent role is a person, not a Duvi agent. See People and roles. |
| Status | Available, Away, Offline | Whether Duvi offers a member new conversations. See Your status. |
| Queue | Waiting | Conversations nobody has taken yet. |
| Offer | Accept, Pass, Answer, Decline | One waiting conversation held for one member for a limited time. See Routing and availability. |
| Take | Take | Assigning a waiting conversation to yourself from the Inbox. |
| Conversation state | Waiting, Being handled, Closed | Where a conversation is in the Inbox. |
| Note | Note | A message only your team sees. |
| Saved reply | Saved replies | An answer written once and inserted by its / shortcut. See Saved replies and categories. |
| Category | Category | A label for what a conversation was about. One per conversation. |
| Working hours | Hours | When the team is open. Decides the automatic reply and when the queue wait counts. See Hours and messages. |
| Handover rating | Rated good, Rated not good | The customer’s answer to the rating question after a person closes a chat. Not the same as the star rating, which is about the agent. |