DahReply glossary
Use these terms to understand the product menus and setup instructions.
| Term | Meaning |
|---|---|
| Account | Your business workspace |
| Channel | A way customers reach you, such as WhatsApp or Website |
| Inbox | The connected channel’s conversations and settings |
| Human agent | A person on your team who handles messages |
| Chatbot or AI assistant | The AI configured to answer in an inbox |
| Team | A group of human agents |
| Collaborators | People selected to handle a particular inbox |
| Knowledge base or collection | Business information assigned to help the AI answer |
| Knowledges | The product menu for knowledge bases |
| LLM or model | The AI model selected to generate replies |
| Instruction | Rules for the chatbot’s purpose, tone and handling of missing facts |
| Label | A category attached to a conversation |
| Canned response | Reusable reply text inserted using a shortcode |
| Private Note | Internal conversation text for your team |
| Take over | The conversation control for switching to human handling |
| Bookable staff | People scheduled to deliver services |
| Staff Calendar | Working assignments and time slots for bookable staff |
| Appointment | A customer’s service booking |
| Advanced knowledge | A knowledge type, separate from AI Studio |
| Advanced Mode | The inbox entry to AI Studio workflows |
This guide uses human agent for a person and chatbot for the AI. An Organization staff profile and a human-agent login serve different purposes.