Glossary
The terms used in SI Desk and these docs.
| Term | Meaning |
|---|---|
| Assistant | The optional AI that answers new conversations from your documentation. See How the assistant works. |
| Business | One company's support desk, with its own inbox, team, brand and settings. |
| Channel | Where a conversation happens: the chat on your website, or email. |
| Contact | A customer. SI Desk keeps their name, email, conversations and activity. |
| Conversation | One thread of messages with a customer. |
| Customer facts | The customer's activity, account and billing, which the assistant may use in answers. |
| Customer panel | The column next to a conversation with the customer's details and billing. See Customer panel. |
| Digest | A weekly or monthly summary of your team's numbers, sent to Slack and email. |
| Hand-off | When the assistant passes a conversation to your team. |
| Identity secret | A secret your server uses to sign tokens for customers signed in to your app. See Identified chat. |
| Label | A tag on a customer message that says what it is about. See Labels. |
| llms.txt | A file on a documentation site that lists its pages for AI. The assistant needs it. |
| MCP | A standard way for AI assistants, such as Claude, to use other apps. See MCP server. |
| Mythic Analytics | The analytics service the chat uses to recognize visitors. It also provides activity and recordings. |
| Note | A message in a conversation that only your team sees. |
| Procedure | Steps the assistant follows for one kind of request. See Procedures. |
| Saved reply | An answer your team sends often, saved for reuse. |
| Site id | The id in the widget's data-site attribute that names your business. |
| Status | Whether a conversation is Open, Waiting or Closed. |
| Teammate | A person in your business who answers customers. |
| Test chat | A conversation your team started to try SI Desk. It is left out of reports. |
| Widget | The chat on your website. See Website widget. |
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